Customer Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Engineer based in India.

This is a high-visibility customer-facing role supporting an enterprise AI platform designed to transform supply chain decision-making.

You will resolve Level 1 and Level 2 customer issues while developing deep expertise across a technically sophisticated SaaS environment.

The role combines hands-on troubleshooting with opportunities to improve support processes, documentation, automation, and knowledge management.

You will work closely with Engineering, Product, Content, and Customer-facing teams to ensure issues are resolved accurately and efficiently.

As part of a 12-month rotational program, you will gain broad exposure to Customer Success, Professional Services, and AI-focused support.

The position is ideal for a curious, analytical professional who enjoys solving complex problems and turning recurring challenges into scalable solutions.

It also provides a strong foundation for future growth into technical, customer-facing, and professional services roles within a high-growth technology environment.

Accountabilities

• Handle Level 1 and Level 2 customer support tickets, investigating issues and delivering accurate, timely, and structured resolutions.
• Develop strong platform expertise to troubleshoot increasingly complex customer questions with precision and confidence.
• Communicate clearly with customers, translating technical concepts and findings into accessible, professional responses.
• Monitor support requests for recurring issues, trends, and patterns that could indicate opportunities for product, process, or documentation improvements.
• Identify opportunities to automate repetitive support activities and help develop scalable workflows that improve efficiency and customer experience.
• Create, maintain, and improve knowledge resources, documentation, and support processes to make issue resolution more consistent.
• Collaborate closely with Engineering, Product, Content, Customer Success, and Professional Services teams to investigate issues and establish effective feedback loops.
• Take ownership of customer issues from initial investigation through resolution, escalation, and follow-up when required.
• Participate in a 12-month rotational program, gaining practical exposure to multiple customer-facing and technical functions.
• Contribute to the development of support infrastructure and processes as the organization scales.

Requirements

• 1–6 years of experience in L1/L2 technical support, platform operations, analytics, or another customer-facing technical role.
• Demonstrated ability to investigate and resolve complex technical issues accurately, efficiently, and with a strong customer focus.
• Excellent written communication skills, with the ability to provide structured responses and translate technical information into clear, accessible language.
• Strong analytical and problem-solving abilities, combined with a high degree of ownership and accountability.
• Proactive mindset with the ability to identify recurring problems and recommend scalable solutions through automation, documentation, or workflow improvements.
• Strong collaboration skills and comfort working with Engineering, Product, Content, and other cross-functional teams.
• Ability to learn quickly and operate effectively in a high-growth SaaS environment involving enterprise software, AI, and complex business processes.
• Experience supporting enterprise SaaS platforms or technically sophisticated products is preferred.
• Background in Computer Science, Engineering, Analytics, or a related discipline is an advantage.
• Familiarity with supply chain, planning, or related business concepts is a strong plus.
• Experience using ticketing platforms such as Zendesk, Freshdesk, or similar tools is preferred.
• Familiarity with AI-powered tools and technologies is an advantage.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

Benefits

• Fully remote position based in India.
• Less than 10% travel, primarily for team collaboration or customer workshops as needed.
• 12-month rotational program providing broad exposure across Customer Success, Professional Services, and AI support.
• Direct opportunities to develop expertise in enterprise SaaS, artificial intelligence, and supply chain technology.
• Exposure to the full customer support lifecycle, including troubleshooting, knowledge management, automation, and process improvement.
• Opportunity to collaborate closely with Engineering, Product, Content, and customer-facing teams.
• Strong potential for career growth into technical, customer-facing, Customer Success, Professional Services, or related roles.
• Opportunity to contribute to the evolution of support infrastructure and scalable operational processes.

• Experience: 1+ year
• Seniority: Entry Level
• Languages: English