Application Support Engineer

Bengaluru, IndiaOn-site

Responsibilities

Ticket Management/ Support queue management on all incoming requests/issues/enhancements
Demonstrated track record of excellent customer service skills and professionalism to effectively manage communication with internal and external stakeholders.
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

CommerceIQ is building the AI platform that runs commerce for the world's largest brands.
We are not selling AI demos.
We are shipping AI agents for content, media, and sales into the workflows of the Fortune 100 every week.
Develop a comprehensive understanding of the product to leverage the understanding of the solutions and drive RCAs.
When given access to user and developer documentation, knowledge base articles, source code, and infrastructure be able to develop a layered understanding of how the product works end-to-end.
Ability to quickly establish good working relationships, display integrity in interactions and participate as an active support for engineering and customer success teams.
Bachelor of Science in Computer Science/Engineering or relevant experience .
Experience in technical support / enterprise SaaS products is a huge plus. Hands on
experience with SQL - majorly DML - select commands so that you can deep dive into the tables of the data. 2-3 years of
experience in Software/Product customer facing environments.
Good understanding of software Development/testing concepts.
Have great understanding and working knowledge with MS Excel & Word.
Good communication skills and ability to effectively engage with members across geolocations. Fluency in both spoken and written English.
Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai !

2,200+ Customers 10 of Top 12
Backed by SoftBank, Insight Partners, and Madrona.
Headquartered in Mountain View with teams across the US, India, Canada, and the UK. Pre-IPO. The Role:
As a Senior Support Analyst you will answer questions from Fortune 500 consumer brands and help uncover product opportunities that help brands win. What You'll Do:
Diagnosing, troubleshooting, documenting and developing new solutions that solve the root cause of customer problems
Dive deep to understand the product insights, engineering logic and data model and leverage the information to drive RCAs with the engineering team and publish them to the stakeholders.
Regular communication on incoming client issues with Engineering as well as Customer Success teams and subsequent prioritisation of the same.
Strong communications skills to interact with internal & external stakeholders.
Use the results of metrics and offer assistance to the teams in performing retrospective analysis of the various client issues. Contribute to internal process, product,and improvement efforts. What You'll Bring:
Proficient problem solver and troubleshooter. Consistently drive RCA and permanent resolutions to all the bugs reported.