Overview
Customer Experience Engineer to lead end-to-end resolution of critical customer technical issues on the Ketch platform.
What you'll do
- Facilitate the complete end-to-end customer experience.
- Oversee and run resolution of critical technical issues promptly.
- Research, document, and prioritize customer issues, using internal tools and escalation teams.
- Provide expert guidance to customers on deploying, scaling, and maintaining applications on the platform.
- Work with engineering and product teams to escalate and advocate for customer needs.
- Develop and maintain technical expertise in assigned product areas to help customers.
- Create knowledge base materials for operational efficiency and support community enablement.
What you'll need
- Must be located in Bengaluru (QA engineering background strongly preferred).
- Experience writing and executing test cases, reproducing defects, filing structured bug reports, and validating fixes.
- Prior experience working directly with customers or internal stakeholders in support/implementation/escalation.
- Proficiency in debugging/QA diagnosing issues in websites, mobile apps, and integrations to identify root cause.
- Strong expertise in RESTful and SOAP APIs and troubleshooting API integration issues.
- Proficiency in scripting languages such as Python, JavaScript, or Ruby.
- Adept with Postman for testing and troubleshooting APIs.
- Working knowledge of HTML5, CSS3, JavaScript and front-end frameworks (React, Angular, or Vue) to read, debug, and QA implementations.
Details
- Must be available for a few late evening hours to overlap with US business hours.
- Most working hours are within the India business day, with evening/early morning coverage shared across the APAC team.
Read the full description and apply on the company’s own careers page.
