Support Engineer - Level 3 ( Min Exp 4 Years)

Timing: 3:00 PM to 11:00 PM IST

Role Overview:

Join our Customer Success Team to deliver exceptional support for Marvin’s SaaS users. Investigate issues, provide creative solutions, and drive customer satisfaction. Leverage your technical expertise to troubleshoot, debug, and enhance our platform while collaborating cross-departmentally.

Key Responsibilities:

• Provide timely and effective responses to customer inquiries, including technical questions, troubleshooting, bug identification, feature requests, and best practice coaching.
• Manage escalated support cases, ensuring thorough investigation and clear communication of issues to engineering teams.
• Assist customers through onboarding, configuration, and integration setups, offering live training and support where needed.
• Conduct security reviews, identify patterns in support interactions, and advocate for user needs across departments.
• Maintain and contribute to knowledge resources, such as help center articles and internal documentation.

Competencies:

• Strong empathy, communication, and prioritization skills.
• Technical proficiency with web technologies, including APIs, SAML.
• Ability to troubleshoot complex issues, document processes, and anticipate customer needs.
• Passion for delivering a delightful customer experience and driving continuous improvement.

Preferred Qualifications:

• 4+ years in a Product Support role.
• Familiarity with SaaS application support and AWS infrastructure.
• Strong technical aptitude, lateral thinking, and communication skills.
• Experience with shell scripting and Python is a plus.