Key Responsibilities:

Handle escalated customer tickets (L2), perform in-depth root cause analysis, and drive timely resolution.
Communicate with customers primarily via e-mail, and also through Slack, MS Teams and phone as needed.
Collaborate cross-functionally with Product, Engineering, QA, Design and DevOps teams to investigate and resolve platform-level issues.
Apply a structured and data-driven approach to debugging issues in areas such as API integration, campaign workflows, user interface, and data syncing.
Provide technical walkthroughs and consultative guidance to customers on platform capabilities and best practices.
Document solutions thoroughly in ticketing systems and contribute to the knowledge base for internal and customer use.
Identify trends and proactively suggest product or documentation improvements based on recurring customer pain points.
Participate in post-incident reviews, RCA documentation, and follow-ups with impacted customers.
Provide support during product upgrades or critical incidents, including weekends or holiday coverage on a rotational basis.

Required Skills & Experience:

3+ years of experience in a technical support or product support role in a SaaS or MarTech environment.
Demonstrated ownership of L2+ escalation issues with strong analytical thinking and troubleshooting depth.
Strong written and verbal communication skills with the ability to simplify complex technical concepts.
Hands-on experience with web technologies: APIs (REST), HTML, CSS, JavaScript, SQL, JSON, and browser dev tools.
Comfortable using tools like Postman, Grafana, Jira, Confluence or similar systems.
Prior experience supporting US-based customers and working US time zone hours (minimum 1 year).
Customer-first mindset with excellent consultative and advocacy skills.
Ability to manage multiple priorities and deliver under pressure in a fast-paced support environment.
Experience in writing or reviewing runbooks, playbooks, and RCA documents.

Preferred Qualifications:

Exposure to marketing automation platforms, customer data platforms (CDPs), or personalization engines.
Experience with SQL-based investigation and understanding of event/data pipelines.
Familiarity with tools like Honeycomb, AWS, Snowflake or similar platforms is a plus.
Experience in incident management or working with on-call rotations using PagerDuty.
Expereince in GenAI tools like OpenAI, MS Co-Pilot or Deepseek.

Soft Skills:

Self-starter who can work independently with minimal supervision.
Strong collaboration skills and a positive attitude in cross-team environments.
Detail-oriented with a passion for problem-solving and continuous learning.

Customer Success Engineer