Support & Implementation Engineer

About Pickcel

Pickcel is a fast-growing, globally trusted SaaS platform for cloud-based digital signage. We help businesses across retail, hospitality, education, and enterprise sectors manage and deliver compelling content across screens — anywhere in the world. With customers spanning India, the UK, the US, and beyond, we're on a mission to make digital signage effortless and powerful.

About the Role

We are looking for a sharp, communicative, and technically capable Support & Implementation Engineer to be the face of Pickcel for our customers. You'll own the end-to-end customer experience from onboarding and implementation to day-to-day support — ensuring customers get maximum value from our platform.

This is a high-ownership, customer-facing role that requires someone who can think on their feet, communicate with clarity, and solve problems with a smile.

What You will Do

• Onboard new customers and lead platform implementation — guiding them from sign-up to go-live
• Serve as the first point of contact for technical support queries via email, chat, and calls
• Diagnose and resolve issues related to screen connectivity, content scheduling, hardware setup, network configuration, and integrations
• Conduct product training sessions and walkthroughs for new and existing customers
• Create and maintain support documentation, FAQs, and step-by-step guides
• Collaborate with the product and engineering teams to escalate, track, and close bugs
• Proactively monitor customer health and flag risks to the customer success team
• Occasionally support US-based implementations outside standard hours (rare)

What We are Looking For

• 2+ years of experience in technical support, implementation, or customer success — preferably at a SaaS company
• Exceptional communication skills — written and verbal, in English; you can explain complex things simply
• Strong aptitude and problem-solving ability — you enjoy figuring things out
• Comfortable working with customers across India and UK time zones
• Working knowledge of networking basics — Wi-Fi, LAN, firewalls, proxies
• Experience with any customer support or ticketing tool (Freshdesk, Zendesk, Intercom, Jira, or similar)
• Ability to read basic HTML, JavaScript, or REST APIs is a strong plus
• Experience in digital signage, AV technology, or IoT is a bonus but not required

Why Join Pickcel?

• Work with a diverse, global customer base from day one
• Competitive compensation based on experience
• Be part of a collaborative, fast-moving startup where your work directly impacts customers
• Opportunity to grow into customer success, pre-sales, or product roles over time
• Centrally located Bengaluru office with a high-energy team culture

If you love solving problems, talking to customers, and working with cutting-edge SaaS technology — we'd love to hear from you.