Technical Support Engineer

About this role

We're building our support team and are looking for proactive, empathetic, and resourceful problem-solvers who are excited to make an impact in a fast-paced environment.

If you're someone who thrives on helping others, enjoys solving problems, and can communicate clearly and effectively, this role is for you!

As a Technical Support Engineer, you'll be the first point of contact for our customers, ensuring they have a seamless and positive experience. You'll handle customer queries, troubleshoot issues, and provide product guidance, helping users get the most out of Zenskar.

Key Responsibilities

Technical Customer Support & Issue Resolution

• Respond promptly to customer inquiries via chat, email, or calls.
• Troubleshoot and resolve customer issues efficiently and escalate when necessary.
• Keep customers informed about issue resolutions and product updates.

Product Guidance & Customer Success

• Develop a deep understanding of the product to help customers navigate features.
• Assist users with account setup, configurations, and best practices.
• Proactively identify pain points and guide users to solutions.

Empathy & Relationship Building

• Build strong relationships with customers by understanding their needs.
• Maintain a customer-first approach, ensuring satisfaction and engagement.
• Educate customers on new features, best practices, and self-service options.

Documentation & Feedback

• Contribute to FAQs, knowledge bases, and troubleshooting guides for better self-service.
• Provide actionable feedback to internal teams to improve the product and support experience.

Key Qualifications

What Makes a Great Support Specialist?

Excellent Communication Skills

• Ability to write and speak clearly and professionally in English.
• Can explain complex concepts in simple terms to both technical and non-technical users.
• Active listening skills to understand customer concerns and respond empathetically.

Strong Problem-Solving & Analytical Skills

• Quick thinker who can troubleshoot issues logically and find effective solutions.
• Can adapt to new situations and solve problems on the fly.
• Comfortable working with ticketing systems and logging accurate information.

Product & Customer Focus

• Curious and eager to learn about new products and features.
• Ability to grasp technical concepts even without a technical background.
• Understands customer needs and is committed to providing top-tier support.

Team Player & Ownership Mindset

• Takes initiative and works independently to resolve customer queries.
• Works well with cross-functional teams (Product, Engineering, and Success).
• High accountability and ownership of customer issues from start to resolution.

Work Hours

• Must be comfortable working US shifts to support international customers.

Location

• Hybrid - 2 days per week (Tuesday, Thursday)
• Office Location: Indiranagar, Bengaluru.
• Address: 3rd Floor, A wing No 1, Carlton Towers, HAL Old Airport Rd, HAL 2nd Stage, Indiranagar, Bengaluru, Karnataka 560008.

Why Join Zenskar?

• Work with a fast-growing company where your contributions matter.
• Get exposure to a variety of customers and industries.
• Be part of a supportive, collaborative team that values growth and learning.

Interview Process

Our interview process is designed to be structured and efficient.

• R0 – Recruiter Screening: Quick conversation to assess basic fit and role expectations.
• R1 – Introductory Call: Discussion on your background, the role, and why Zenskar. We recommend reviewing the job description & Apurv’s recorded videos before this step.
• Take-Home Assignment/Case Study: A short, role-relevant exercise to evaluate your problem-solving approach.
• R2 – Assignment Discussion: A walkthrough of your assignment, focusing on your thinking, trade-offs, and execution.
• Final Round: A final round-up of all the conversations. This may be virtual or in person based on availability.

The process may vary slightly depending on the role and whether we feel it would be useful for you to connect with additional members of the team.

How to Apply

Interested? Click here to apply → https://evolve.keka.com/careers/applyjob/60537