Senior Customer Success Engineer

Posted 21 Hours Ago
Be an Early Applicant
Mumbai, Maharashtra
Junior
Cloud
The Role
As a Senior Customer Success Engineer, you will provide technical support to customers, troubleshoot technical issues across mobile apps and SDK integrations, and document solutions. You'll collaborate with engineering, product, and support teams to enhance customer satisfaction and resolution rates, and manage customer communications effectively.
Summary Generated by Built In

About the Role:

As a Senior Customer Success Engineer, you will be the first point of contact for any technical and/or non technical issues that the customers face with our product. This role involves debugging technical issues including mobile apps, and troubleshooting issues related to the integration of our SDK. (Android, iOS, and Web platforms). You will be dealing with customers across the globe, hence, an opportunity to articulate a solution and workaround with all our customers. In this role, you will have the unique opportunity to own the issue till closure without dropping the ball in between.



What will you do:

- Provide efficient and accurate technical assistance to ensure customer satisfaction.

- Provide escalated technical and triage support for other teams.

- Actively contribute to our online support documentation.

- Work closely with Engineering, Product, and Customer Success teams.

- Help define and execute support team processes.

- Leverage product expertise and technical knowledge to delight customers.

- Responsible for responding to customer emails and driving excellent customer experience.



What are we looking for?

Must have:

- Engineering degree (Computer Science preferred)

- 2+ years of programming experience (API/ Web/ Mobile).

- Strong basics and concepts of any programming language

- Excellent communication skills & strong customer focus.

- Proven analytical / problem-solving ability.

- Ready to work in shifts as per the requirements of the company. 


Good to have:

Behavioral Competencies: 

-Listens actively, is responsive, accepts feedback graciously

-Has a clear and well-structured thought process and communicates effectively

-Gives feedback to Managers

Functional Competencies:

-Delivers outcomes & resolutions on time, accurately and independently.

-Ability to control emotions in the face of challenging situations

Technical knowledge:

- Knowledge of multiple Mobile Development (Android, iOS, Hybrid) is required.



Measures of Success:

- Customer Satisfaction CSAT Score/ Periodic Feedback from customers

- First-time resolution rate

- Adherence to support SLAs

- Quality of response



Who will you report to: Manager - Global Support



Why join us?

- Be a part of a global growth stage startup

- Work in a fast-paced, dynamic environment where your contribution matters

- You are passionate about technology and its impact on the high-growth mobile technology space

- Innovate at scale, with learning opportunities



What is working at CleverTap like?

- Be a part of a global category creator - hyper growth B2B SaaS startup

- Work in a fast-paced, dynamic environment where your contribution matters

- Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team

- Accountability and driving outcomes is the key to success

- Your career here is limited by you and nothing else

- Teamwork trumps individual success

- You are passionate about experience technology and its impact on enabling growth 

- Innovate at scale, with learning opportunities and having fun along the way!


About CleverTap:

CleverTap is the all-in-one engagement platform that helps brands unlock limitless customer lifetime value by helping them create personalized experiences to retain their most valuable customers. The platform empowers businesses to orchestrate experiences for individuals across their lifecycles and design personalized journeys that span a lifetime. It offers analytics that encompasses every aspect of the lifecycle, enabling businesses to measure and optimize each experience in real time. Its unique AI capability is insightful, empathetic, and prescriptive, facilitating smarter and faster decisions. The all-in-one platform unifies experiences from every touchpoint, paving the way for a new era of customer engagement.


The platform is powered by TesseractDB™ – the world’s first purpose-built database for customer engagement, offering both speed and economies of scale.


CleverTap is trusted by 2000 customers, including Electronic Arts, TiltingPoint, Gamebasics, Big Fish, MobilityWare, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa John’s, and Tesco.


Backed by leading investors such as Peak XV Partners, Tiger Global, Accel, CDPQ, and 360 One, the company is headquartered in Mountain View, California, with presence in San Francisco, New York, São Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Delhi, Singapore, and Jakarta.


For more information, visit clevertap.com or follow us on LinkedIn and X.

Top Skills

Java
Kotlin
Swift
The Company
HQ: Mountain View, CA
471 Employees
On-site Workplace
Year Founded: 2013

What We Do

CleverTap is the modern, integrated retention cloud that empowers digital consumer brands to increase customer retention and lifetime value. CleverTap drives contextual individualization with the help of a unified and deep data layer, AI/ML-powered insights, and automation enabling brands to offer hyper-personalized and delightful experiences to their customers. 1,200+ customers in 60+ countries and 10,000+ apps, including Gojek, ShopX, Canon, Mercedes Benz, Electronic Arts, TED, Jio, Premier League, TD Bank, Carousell, Papa John’s, and Tesco, trust CleverTap to achieve their retention and engagement goals, growing their long-term revenue. Backed by leading venture capital firms, including Sequoia, Tiger Global Management, and Accel, the company is headquartered in Mountain View, California, with offices in Mumbai, Singapore, Sofia, São Paulo, Bogota, Amsterdam, Jakarta, and Dubai. For more information, visit clevertap.com

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