Location: Hyderabad, India
Job Type: Full-Time
Experience: 4 – 8 Years
Working Model: [Specify On-site/Hybrid/Remote if applicable]

Role Overview

The Customer Support Engineer reports to the Head of Customer Support and is a key member of the Product Team. This role focuses on ensuring customer satisfaction by providing first-line support, particularly specializing in SAP/ERP data integrations and data migration. The role involves deep collaboration with product, development teams, and customers to resolve complex issues and deliver excellent service.

Key Responsibilities

• Build extensive knowledge of the SaaS product platform to effectively support customers.
• Provide first-line and advanced support to end customers facing complex technical and business challenges.
• Deliver detailed and clear responses to business and “how-to” questions from customers.
• Participate in ongoing education and training programs for customer support managers.
• Collaborate closely with Development teams, Product Support, and Customers to address and resolve issues.
• Analyze logs, identify and troubleshoot integration errors, and distinguish between development bugs and product bugs.
• Manage ticket routing and customer escalations effectively, ensuring timely resolution.

Qualifications

• Bachelor’s degree in Business, IT, Engineering, Economics, or related field.
• 4-8 years of experience in a similar customer support role within the IT industry.
• Solid understanding of SaaS platforms and support processes.
• At least 3 years of experience supporting ERP systems, preferably SAP.
• Familiarity with ERP/SAP integration processes and data migration.
• Strong understanding of ERP/SAP modules, functionalities, and data structures.
• Technical skills in Integrations (APIs, ETL/ELT), log analysis, and bug identification.
• Ability to work with code/configuration changes and analyze bug origins.
• Proven expertise in customer service, escalation management, and support process knowledge.
• Knowledge of the FMCG/CPG industry/domain is a plus.
• Excellent verbal and written communication skills in English.
• Ability to multitask and maintain a proactive, customer-first mindset.

Key Processes & Methodologies

• Customer support and issue resolution workflows.
• SaaS product platform knowledge management.
• Collaborative problem-solving with development and product teams.
• Escalation and ticket management best practices.

Key Relationships (Teams & Stakeholders)

• Head of Customer Support
• Product Team
• Development Teams
• Product Support Team
• Customers

Competencies

• Customer Focus
• Problem Solving & Analytical Thinking
• Communication & Collaboration
• Multitasking & Time Management

Measures of Success

• High customer satisfaction and positive feedback.
• Timely and effective resolution of customer issues.
• Accurate identification and routing of support tickets.
• Successful collaboration with cross-functional teams.
• Proactive engagement in continuous learning and process improvement.