Customer Support Engineer

Customer Support Engineer (Web Monitoring SaaS)

Koramangala, Bangalore · Full-time

About us

Distill has helped more than 1,000,000 people and thousands of teams track critical web changes in real time since 2014. Behind the scenes we’re also incubating three new, stealth-mode data-automation products. Our flat structure means the feedback you collect from users reaches engineering decisions—often in the same week.

Why this role matters

Our users rely on Distill to detect price drops, policy changes, security notices, competitor moves—you name it. When something looks off, your rapid diagnosis and clear explanations protect their workflows and our reputation. You’ll be the technical bridge between customers and the engineering squad, turning confusion into clarity and issues into insight.

What you’ll do

• Front-line troubleshooting – Own Level-1/2/3 tickets in the helpdesk. Reproduce edge-case selectors, analyse logs, and pinpoint whether the fault lies in configuration, XPath/CSS selectors, browser extensions, or backend.
• Proactive investigation – Monitor error dashboards and anomaly alerts; file concise bug reports, stack traces, or minimal repro URLs so engineers can jump straight to a fix.
• Customer advocacy – Host screenshare sessions with power users, translate their workflows into actionable product feedback, and champion usability improvements during sprint planning.
• Documentation & training – Expand our public knowledge base and in-app guides: craft step-by-step selector tutorials, release-note walk-throughs, and self-serve troubleshooting playbooks that cut ticket volume.
• Talking to Customers – Meet with customers to understand their problems and troubleshoot their issues.

Must-have experience

• 3+ years in technical support, solutions engineering, developer relations, or QA for a B2B/B2C web product.
• Fluency with HTML5, CSS3 selectors, and XPath—you can craft, debug, and optimise them without Googling syntax.
• Comfortable using browser DevTools, cURL/Postman, and basic webdev concepts.
• Proven ability to translate complex issues into clear, actionable written docs (knowledge base, release notes, API how-tos).
• Strong troubleshooting methodology: isolate variables, form hypotheses, verify fixes, and document root cause.
• Excellent spoken & asynchronous written English; experience handling global enterprise customers is a plus.

Nice-to-have

• Familiarity with monitoring, scraping, or automation tools such as Puppeteer.
• Prior exposure to ticket systems (Zendesk, Freshdesk), logging/alerting stacks (Sentry), and Loom / ScreenFlow for video explainers.
• Working knowledge of JavaScript (console debugging, small scripts) or any backend language.

What you’ll get

• Ownership & visibility – you’ll join sprint kick-offs, not just post-mortems.
• Career runway – choose paths toward product management, solutions architecture, or leadership.
• Learning budget – Anything you need to upskill and create a world class paltform for customers.
• Competitive salary.

How to apply

Send us (1) your résumé or GitHub, (2) a short story of a gnarly customer issue you cracked and how, and (3) a link to a knowledge-base article, docset, or tutorial you wrote.

We reply to every complete and serious application.