Product Support Engineer

About Us: 

WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified. A 10 year vintage rock solid SaaS play growing near-profitably on the back of great product and service experience. Offers a single dashboard solution to consumer companies to unify and analyse their customer data, engage with customers across multiple channels and personalise every message including in-line content on the web / mobile apps. We work with thousands of brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail. 

One of the hottest global SaaS companies, we've been recognized by G2 as a Marketing Automation Leader in Asia 2021. A battle hardened team, accessible founders and a resilient culture of sustainable growth with no shortcuts. A somewhat uncommon, in-the-ring view of building a company to last. 

Learn more about us at www.webengage.com  

About the role: 

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  Provide enterprise grade support to our clients over email and phone 

  
  


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  Address core technical queries related to the product 

  
  


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  Troubleshoot bugs faced by our clients. This typically involves working with REST APIs, 

  
  


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  APIs, HTML/CSS and Javascript 

  
  


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  Perform root cause analysis of customer issues via in-depth research and analysis using 

  
  


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  information from product logs and other databases 

  
  


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  Collaborate with Engineering and Data Analytics to help solve customer issues and 

  
  


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  provide reports 

  
  


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  Ensure speedy resolution of issues while maintaining high customer satisfaction 

  
  

Requirements:

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  BE/ BTech or BSc in the field of IT/Computer Science/ Electronics/Electronics and  Telecommunication 

  
  


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  Fresher or up to 6 months of work experience in a client facing role (Preferably B2B SaaS) 

  
  


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  Hands on experience with HTML/CSS and Javascript 

  
  


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  Excellent written and verbal communication skills 

  
  


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  Ability to explain complex concepts through clear and accurate writing 

  
  


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  People skills and having the gift of the gab to handle tricky situations 

  
  


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  Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self motivation 

  
  


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  Comfortable working in a 24x7 rotational shift environment 

  
  

Life at WebEngage:

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  We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings. 

  
  


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  A highly inclusive work culture that promotes a relaxed, creative and productive environment. 

  
  


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  Practice autonomy, open communication, and growth opportunities, while maintaining a perfect work-life balance  

  
  

Perks & Benefits: 

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  Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers !) 

  
  


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  Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves) 

  
  

Explore more here: 

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  https://youtu.be/Y0HjfyMjUpg 

  
  


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  https://www.linkedin.com/company/webengage 

  
  


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  https://twitter.com/WebEngage?s=09 

  
  

Do you think you fit the bill? Come along, letʼs redefine the future of Marketing Automation! 

WebEngage aims to be an equal opportunity employer. We strongly believe that when people feel respected and included they can be more creative, innovative, and successful. We believe that change is the only constant and are in the process and will continue to be in process with changing times to adapt and advance diversity and inclusion. We take affirmative action to ensure equal opportunity and complete non-disclosure of all applicants without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other characteristics not mentioned hereinabove which are protected under the law of the soil.