Customer Support Engineer

About us:

Thena is the leading platform for customer engagement and intelligence, built for the needs of modern businesses. Forward-thinking brands such as Mixpanel, WorkRamp, Sprig, Incident, and Etsy use Thena to supercharge their customer facing functions by tapping into the synergy of AI and real-time messaging platforms like Slack. 

Role:

• Respond promptly to customer inquiries via Slack and email.
• Identify and troubleshoot technical issues reported by customers.
• Provide step-by-step guidance and solutions to resolve customer problems.
• Collaborate with cross-functional teams to escalate and resolve complex issues.
• Document customer interactions and solutions in the internal knowledge base.
• Proactively identify opportunities to improve product functionality and customer experience.
• The core operational hours for this position are from 6 PM to 12 AM IST.

Required Qualifications:

• 3-4 years of experience in B2B SaaS customer support roles.
• Strong technical aptitude and ability to quickly learn and understand complex software systems.
• Excellent communication skills, both written and verbal. English proficiency.
• Proven track record of delivering exceptional customer service in a fast-paced environment.
• Familiarity with help desk software and ticketing systems.
• Basic knowledge of databases / SQL.
• Familiarity with: Retool, Hubspot, Linear / Jira.
• Ability to work independently and collaboratively within a team.

Benefits:

• Comprehensive health insurance for you and your family, ensuring peace of mind.
• ESOPs offering a stake in our company's success and growth trajectory.
• Generous flexible budgets dedicated to your learning and development.
• Robust mental wellness programs supporting the holistic well-being of our team.
• Access to high-end hardware and software tools, optimizing performance and innovation.