Responsibilities
- Own the portfolio of worldwide eGain customers as the primary technical point of contact
- Drive the timely resolution and escalation of all customer issues and enhancements coordinating across Support, Services, Engineering, and Product
- Coach and guide Customer Technical Analysts on customer issue tracking, escalation handling, and technical communication
- Track and identify adoption gaps
- Collaborate with cross functional teams to address adoption gaps and resolve systemic issues affecting multiple customers
Education and Experience
- Bachelor's degree in a STEM discipline
- 5 to 8 years in a technical customer-facing role (Technical Support, Technical Account Management, Solutions Engineering, or Professional Services)
- Strong working knowledge of AI Technology Solutions, APIs, and integration patterns
- Proven track record of owning and resolving high-severity customer escalations
- Demonstrated ability to mentor or coach peers
Interview Process:
All Interview rounds will be conducted from Kalyani Nagar, Office. (One day process)
Round 1 - Communication Test (C2/C1 level expected)
Round 2 - Aptitude Test
Round 3 – Technical Test
Round 4 – Technical Interview (Face-to-Face)
