Customer Support Engineer

Overview

Customer Support Engineer role for resolving customer issues, improving support systems, and scaling Lyric’s support infrastructure.

What you'll do

• Handle Level 1 and Level 2 customer support tickets.
• Develop platform fluency to respond effectively to customer issues.
• Contribute to knowledge management and automation initiatives.
• Identify repeatable support patterns and propose automation opportunities.
• Partner with engineering, platform, and content teams to improve the customer experience.
• Resolve issues through structured and thoughtful problem-solving.

What you'll need

• 1–6 years of experience in L1/L2 support, platform operations, analytics, or other customer-facing technical roles.
• Ability to resolve complex issues with precision, clarity, and speed while balancing technical accuracy with customer orientation.
• Excellent written communication skills for structured, professional responses.
• Strong problem-solving mindset and ownership to drive issues to resolution.
• Experience spotting patterns across support tickets and proposing scalable solutions (automation, documentation, workflows).
• Comfort interfacing with engineering, product, and content teams.

Details

• Location: India (Remote – India).
• Travel: <10% for team collaboration or customer workshops as needed.