Customer Support Engineer

About the Role

Mindtickle is hiring a Customer Support Engineer - I to join our Customer Support Engineering team. This role is ideal for early-career engineers with up to 2 years of experience who enjoy solving real-world technical problems, engaging with global customers, communicating effectively, and continuously learning in a high-impact, fast-paced environment. You will work closely with global customers and internal engineering teams across functions to understand, troubleshoot, and resolve complex technical issues. You will leverage and strengthen your fundamentals across cloud systems, backend services, APIs, data platforms, UI interactions, and AI-powered capabilities while developing deeper technical expertise and taking ownership of customer issues end to end.

Key Responsibilities

• Provide timely, effective technical support to enterprise customers, resolving cloud platform and AI powered feature issues across web, API, and integration layers.
• Interact with customers to understand the problem clearly, gather issue details and guide them through structured troubleshooting steps with clarity and empathy.
• Assist in diagnosing issues using logs, dashboards, and internal tools, and learn to identify root causes over time.
• Own tickets end-to-end - intake to closure - ensuring SLA compliance and clear customer communication throughout.
• Document resolved issues as runbooks and knowledge base articles to reduce repeat incidents.
• Escalate complex issues to L2 with well structured context and initial analysis.
• Gather and report customer feedback to identify product improvement opportunities and feed into the product development cycle.
• Participate in training sessions and workshops to continuously build technical depth and product knowledge.
• Collaborate with Engineering, Product, and QA teams to learn system behavior and improve issue resolution.
• Continuously build technical skills through training, shadowing, and hands-on learning.

Requirements & Tech Stack

• Graduate (~2 years) with a degree in Computer Science, IT, or Electronics.
• Experience in a product-based company or B2B enterprise SaaS supporting global customers.
• Exceptional written and verbal communication in English - able to explain technical concepts clearly to non-technical users.
• Strong communication skills - able to explain problems and solutions clearly.
• Basic understanding of:
• Web applications (HTTP, APIs, client-server)
• JSON and REST APIs
• Exposure to any programming language (Python preferred).
• Familiarity with browser dev tools, logs, or debugging basics is a plus.
• Awareness of cloud platforms (AWS or similar) is a plus.
• Familiarity and ability to use AI tools responsibly to accelerate debugging, analysis, and documentation while validating outputs critically.
• Strong problem-solving mindset, detail-oriented, and curiosity to investigate issues.
• Ability to stay calm, structured, and customer-focused in problem situations.
• Willing to work in rotational shifts, including US time zones.

What This Role Offers

• Exposure to real-world, large-scale production systems supporting global enterprise customers across APIs, integrations, and AI-powered capabilities.
• Opportunity to build deeper technical expertise in troubleshooting distributed systems, modern SaaS platforms, and AI-powered features.
• Hands-on experience in incident management, advanced system diagnostics, root cause analysis, and cross-functional problem-solving.
• Exposure to AI-native ways of working to accelerate debugging, technical investigation, analysis, and problem-solving.
• Opportunities to take ownership of complex customer issues, drive resolutions, and collaborate with engineering and product teams.
• A continuous learning environment that enables growth into advanced technical, product, and domain-specialist roles within Support.
• The opportunity to influence product quality by identifying recurring patterns, sharing customer insights, improving documentation, and driving preventive improvements.