Squadcast Labs Private Limited

Senior Technical Support Engineer

Full-Time in Bangalore, IN - Associate - Sales

Who are you?

You will lay the foundation of great customer support at Squadcast. There are three core competencies to be successful in this role and help the company grow:
1. Ability to solve technical problems with a customer-centric approach
2. Collaboration across teams, and
3. Responsiveness to customer requests.

What You Will Be Doing?

  • Become a technical expert on the Squadcast platform
  • Take ownership of customer reported issues and see problems through to resolution
  • Understand Squadcast ICPs and common use-cases well
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
  • Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds
  • Work with customers via Email, Live Chat, and Phone
  • Contributing to our FAQs, which serve as our customer’s knowledge base
  • Demonstrate Squadcast platform to the customers and conduct training sessions
  • Identify & drive opportunities to enhance service delivery and customer experience.
  • Identify & suggest Business improvement opportunities.
  • Build the team and mentor new hires

Skills required for the role:

  • Experience of 2-5+ years in a SAAS environment
  • A proven team lead and individual contributor with strong analytical and stakeholder management skills
  • You are proficient in JAVA and understand Markdown, Command-Line, and YAML
  • You understand the Software building lifecycle
  • Excellent communication skills, written and verbal
  • Solid interpersonal and strong analyzing and troubleshooting skills
  • Ability to occasionally work flexible hours
  • You are curious, open to learning new technologies and challenges excite you
  • You are ready to go above and beyond to help a customer