Senior Technical Support Engineer

Summary

Join Clari's Technical Support team as a fully remote employee based in India! You will leverage your business and technical expertise to assist customers, troubleshoot issues, and maintain our response time SLT. This role requires strong communication skills, proficiency in coding (Ruby preferred), database experience (MySQL, MS SQL, or Postgres), and familiarity with JSON. You will manage client support cases, develop product expertise, and contribute to our knowledge base. Clari offers flexible working hours, life and accidental coverage, mental health support, stock options, well-being stipends, 100% paid parental leave, discretionary paid time off, and a strong focus on culture.

Requirements

• 4–6 years of experience in Technical Support preferred
• Proficiency in coding with Ruby or similar technologies
• Strong written and verbal communication skills, with the ability to empathise with customers of varying technical expertise
• Ability to prioritise and escalate customer issues effectively while multitasking under pressure
• Experience with database queries and joins (MySQL, MS SQL, or Postgres)
• Familiarity with JSON or other structured data formats

Responsibilities

• Handle incoming product requests (questions, problems) directly from customers and track interactions in CRM
• Take ownership of customer issues through to resolution - including troubleshooting, external and internal communication (email, phone, live chat), and providing meaningful feedback to the customer on a regular basis
• Actively manage client support cases on a daily basis
• Respond to client-reported issues in a timely manner and/or per service level agreements
• Develop and maintain product expertise, including best practices to provide value to customers
• Author and maintain internal and external product knowledge base articles
• Build strong cross-functional relationships
• May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position
• This position requires the flexibility to work a shift schedule, including evenings, weekends, and/or overnight shifts

Preferred Qualifications

• Exposure to MongoDB is preferred
• Experience with Salesforce customisations is highly desirable
• Professional programming/scripting experience, Microsoft Exchange expertise, or SSO configuration skills is a bonus

Benefits

• Flexible working hours and hybrid work opportunities
• Life and accidental coverage
• Mental health support provided by Silver Oak Health
• Pre-IPO stock options
• Well-being and professional development stipends
• 100% paid parental leave
• Discretionary paid time off, monthly ‘take a break’ days, and Focus Fridays
• Focus on culture: Charitable giving match, plus in-person and virtual events