Customer Success Engineer II

Job Snapshot

As a Customer Success Engineer Level 2 at Mindtickle, you will be the key technical liaison between our customers and the company. This role combines the technical expertise of a Level 2 Support Engineer with the customer-centric focus of Account Management. You will be responsible for investigating technical issues, providing configuration solutions, managing customer relationships, and ensuring the successful implementation and adoption of Mindtickle's products.

What’s in it for you?

Technical Issue Investigation and Impact Analysis

• Diagnose and debug complex technical issues reported by customers.• Analyze the impact and severity of issues before escalation.• Capture and analyze client logs using Browser/HAR logs.

Configuration and Troubleshooting

• Provide technical configurations to resolve customer issues.• Troubleshoot issues with custom solutions for integrating Mindtickle with external systems.• Utilize tools like Zipy, DataDog, SumoLogic, Fullstory, Mixpanel, and Metabase.

Documentation and Knowledge Sharing

• Create run-books for repeated issues and educate support teams.• Develop and update technical documentation on Confluence.• Document and communicate technical issues and resolutions to customers.

Ongoing Technical Support

• Respond promptly to technical queries and troubleshoot issues effectively to minimize disruption.• Collaborate with internal teams to address and escalate complex issues when necessary.

Strategic Collaboration and Escalation Management

• Take ownership of support tickets, ensuring timely resolution within agreed SLAs and serving as an escalation contact for customers.

We’d love to hear from you, if you:

Technical Expertise

Backend:

• Proficient in database concepts such as SQL.• Able to Shell/Bash scripting on MacOS to fetch logs from the database.• Able to query and analyze logs (Pattern Searching using tools like Sumologic)• Strong competency in web app debugging (GoLang/Python, GraphQL)• Experience using Couchbase, AWS services like S3, SES, Cloudwatch and log analysis tools like Datadog/Centri, Sumologic/Splunk is a plus.

Frontend:

• Proficient in debugging React applications.• Experience with monitoring tools and capturing client logs using various methods (HAR logs, Net-Export, Wireshark).• Familiarity with tools like Zipy, Fullstory, Mixpanel, and Metabase.

Customer Support Skills

• Strong written and verbal communication skills.• Ability to analyze and prioritize issues based on SLAs and client requirements.• Experience managing customer relationships in a technical support context.

Analytical and Problem-Solving Skills

• Ability to work independently and plan tasks effectively.• Strong analytical skills to diagnose and troubleshoot technical issues.• Proficiency in data analysis tools and making data-driven recommendations.

Customer Relationship Skills

• Excellent communication, empathy, and problem-solving skills.• Ability to build strong relationships with customers and internal teams.

Additional Qualifications:

• 2-3 years of experience in a client-facing technical support role.• Familiarity with iPaaS/ETL tools like Workato/Jitterbit is advantageous.• Familiarity with SAML protocol for setting up SSO with third-party platforms (e.g., Salesforce, Azure, OKTA) is a plus.• Experience with network log analysis in web browsers is a plus.• Willingness to work overnight hours (Indian Standard Time).