Customer Support Engineer

Summary

Join DevRev, a rapidly growing SaaS company, as a key member of our team. You will be responsible for supporting our users, triaging bugs and feature requests, and collaborating with various teams. This role requires strong technical skills, excellent communication, and the ability to solve problems creatively. You will work closely with customers to understand their needs and help them achieve their business goals. The ideal candidate will have 3-5 years of support experience and proficiency in several programming languages. DevRev offers a dynamic and collaborative work environment.

Requirements

• BE/ B.Tech, or equivalent educational or professional experience
• 3-5 years of Support Experience
• Knowledge of ReactJS (MERN), HTML/CSS, JavaScript/TypeScript, Python, SQL, and Golang
• Comfort having technical conversations with technical and non-technical people
• Ability to solve problems around technical, product, and business questions
• Excellent English communication skills - both verbal and written
• Collaborative and team-oriented

Responsibilities

• Triage bugs and feature requests with the respective team, maintaining constant communication with the customers
• Work in morning and afternoon shifts
• Analyze trends, test and train the DevRev bot regularly
• Educate and empower DevRev users
• Serve as the technical expert and answer product questions to take full advantage of the product
• Build and maintain relationships with the customers
• Be the customer champion and collaborate with product & engineering team on customer requirements
• Write customizations using the mentioned languages
• Think outside the box and build quicker solutions
• Support DevRev users round the clock on different levels of queries
• Build Q&A pairs for the bot and think innovatively to empower the bot
• Understand customer signals, collaborate with customer success teams to avoid churn
• Converse profoundly and suggest value-add features to help customers enhance their business goals
• Collaborate with cross-functional teams like Sales, customer success, product, engineering and bots engineering