Job title: Product Support Engineer

Job type: Long term contract

Location: : India - remote

**NOTE: This role requires working in a rotational shift **

What can you tell your friends when they ask you what you do? 

I am helping build a world-class customer support organization. We want to take Customer Support to a whole new level where we don't just solve cases but deliver an industry-leading Customer Experience to our Customers. I represent the voice of our internal as well as external customers. I work as part of a globally distributed team and am the go-to expert for both users and my team members. 

To ensure we execute our values we are looking for someone who has a passion for:

• Becoming an expert on the client’s product offering, you will know the edge cases, all the tricks, and how to get the most out of their products/applications
• Good technical background with hands-on experience in APIs and Snowflake queries.
• Maintaining scripts to collect data through APIs and web crawlers. Provide support for 100+ existing scripts, update API versions, and improve reliability and efficiency of the data collection process. 
• Investigating and fixing reported bugs by working closely with Engineering/Maintenance teams
• Obsessed with solving customer problems
• Prepare documentation and FAQs based on key learnings, closed cases, and product specifications.
• Work as part of the Global Customer Support team to ensure that SLAs are met and continually improved upon
• Collaborate with other Global Customer Support team members as well as members from cross-functional teams - including Engineering and Product Management to address complex issues.
• Communicate and provide regular updates to Customers on the status of their cases
• Work with team leadership to identify patterns in incoming cases and help improve product design and quality.

You should recognize yourself in the following:

• You are driven by a passion for innovation that pushes us closer to our vision in everything we do. Centering around our purpose and our hunger for innovations is the foundation that allows us to grow and unlock the potential of AI.
• You are an Ideal Team Player:
• You are hungry and no, we are not talking about food here. 
• You are humble, yet love to succeed, especially as a team! 
• You are smart, and not just book smart, you have a great read on people. 
• Min 2+ years of experience in a technical support role for a SaaS company 
• Degree in Computer Science, Data Analytics, Communications, or other technical/engineering fields 
• Working knowledge of programming languages like Python
• Working knowledge of REST APIs, SQL, and big data queries
• Ability to learn fast and quickly diagnose potential issues. 
• Extreme attention to detail to distinguish between user error and product malfunction
• Passionate for delivering outstanding customer experience - responsiveness, expectation setting, escalation management  
• Ability to collaborate cross-functionally on a global scale across cultures, customs & geographies
• Good verbal and written communication skills. 

Bonus Points:

• Mobile data and market analytics experience will be a big plus
• High attention to detail and proven ability to manage multiple competing priorities simultaneously 

• Experience in using software systems such as Jira, Kibana, Salesforce, and SendGrid

Please direct all applications to Ms Roopinder on rkaur@leap29.sg Only shortlisted candidates will be contacted.