Customer Success Engineer Job in Pune at Mini Orange

Mini Orange is hiring for the role of Customer Success Engineer!

Responsibilities of the Candidate: 

• Technical Troubleshooting: Diagnose and resolve complex technical issues related to our product or service. Analyze problems and provide timely, effective solutions to meet customer needs.
• Customer Support: Interact with customers via various communication channels (phone, email, chat, etc.) to understand their concerns, provide guidance, and ensure a positive customer experience.
• Customer Engagement and Product Demonstration: Collaborate with customers to understand their needs, conduct product demonstrations, and effectively communicate the value proposition of our solutions.
• Proof of Concept (POC) and Deployment: Work closely with the sales and technical teams to conduct POCs, ensuring smooth deployment of solutions tailored to meet customer requirements.
• L1/L2 Support: Provide Level 1 and Level 2 support, including responding to customer inquiries, resolving technical issues, and documenting solutions to contribute to our knowledge base.
• Documentation: Maintain detailed and comprehensive documentation of customer interactions, troubleshooting steps, and solutions provided. Create knowledge base articles to assist customers and internal teams.
• Collaboration: Work closely with cross-functional teams including product development, sales, and support to escalate and resolve customer issues efficiently.ts.
• Customer Conversion: Identify opportunities and leverage your interactions to drive customer cases towards successful resolution and conversion, contributing to overall customer retention and growth.
• Training and Education: Conduct product training sessions for customers to enhance their understanding and utilization of our products/services.
• Feedback and Improvement: Gather customer feedback, identify recurring issues, and collaborate with the team to improve product/service functionality and overall customer satisfaction.

Requirements: 

• Proven experience of 2+ years in a technical support or customer success role, preferably in a software company in Security or IAM Domain.
• Bachelor's degree in Computer Science, Engineering, or related technical field (or equivalent practical experience).
• Excellent sales and customer service skills with a proven ability to explain technical products to technical and non-technical audiences.
• In depth experience with deploying and testing applications, APIs would be a great plus.
• Setup and Troubleshoot integration between our product and third party services such as VPN, Active Directory, IAM services and other SaaS products.
• Familiarity with programming languages, APIs, databases, and web technologies.
• Proficiency in documenting procedures, troubleshooting steps, and creating knowledge base articles.