20/11 Sanchari
HR at MoEngage

Views:110 Applications:31 Rec. Actions:Recruiter Actions:7

MoEngage - Technical Support Engineer (1-3 yrs)

Bangalore Job Code: 277908

Job Description :

- MoEngage Inc. is tech company based in Bangalore and San Francisco, focused on solving the problem of retention and engagement in mobile apps. Studies show that 4 out of 5 Apps are never opened more than once. We are building an User Analytics and Engagement platform to solve this growing need by helping app companies deliver individual-level personalised interactions (big data personalisation at scale).

- Currently we work with most of the top consumer-internet companies in India across E-commerce, Travel, Hospitality, etc. We are a fast-growing team of young people, who worked earlier at mobile and startup companies. We are building a global SAAS company out of India and we are looking for the right folks who can be a part of this journey and help us take it to the next level

- MoEngage is in search of an exceptionally talented Support engineer to join the team.

Responsibilities :

- Assist customers with Tier1 technical queries relating to MoEngage, with complete ownership of support requests and meet support SLAs.

- Take ownership while delivering and exceeding customer expectations.

- Assist Customer Success Team with technical queries/ implementations related to the MoEngage service.

- Manage engineering escalations to meet support SLAs.

- Utilize independent and creative problem solving skills to assist in technical troubleshooting and analysis for customer reported issues.

- Manage incoming support tickets and phone calls from customers from receipt through resolution. Exercise discretion in managing priorities for customer concerns.

- Create and maintain MoEngage HelpCenter articles as needed for technical implementation procedures/processes.

Required Technical Experience :

- 1 to 3+ years of experience in a technical support role.

- Understanding customer use cases and exposure to configuration of e-commerce mobile applications will be a plus.

- Understanding of desktop and mobile OS systems

- Trouble shooting experience with basic network (latency, etc.)

- Previous experience with API, SQL will be a plus.

- Additional preferred experience with Zendesk, Marketing Automation, Mobile application hosting.

- Previous SaaS or e-commerce mob application support experience a plus.

Additional Requirements :

- Excellent writing and communication skills.

- Excellent telephone etiquette and ability to maintain a professional demeanor.

- A team player capable of high performance and flexibility working in a dynamic environment.

- Ability to understand customer problems and questions, document and work through to final resolution; detail oriented.

- Ability to work under minimal direction.

- Related College degree

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