Technical Support Engineer

# About this role We're building our **support team** and are looking for p**roactive, 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 c**ustomer 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