Customer Support Engineer

Overview

The Customer Support Engineer provides in-depth application technical support to MasterControl customers, carrying out troubleshooting and root cause analysis to resolve advanced technical issues.

What you'll do

• Exceed customer expectations by providing a tailored service experience.
• Identify and resolve customer issues via incoming calls, emails, etc.
• Provide customers with knowledge regarding software functionality and best practices.
• Identify and reproduce software defects for submission to development.
• Provide customers with root cause analysis and in-depth troubleshooting.
• Meet and exceed Service Level Agreements through effective incident management.
• Write technical documentation (e.g. Knowledge Base Articles).
• Contribute to the department's Key Performance Indicators (KPI).
• Perform software implementation, installation, and upgrades to MasterControl customers.
• Update and maintain reports for customers and key internal contacts.
• Provide backup support to other CSE team members.
• Work directly with escalation engineers to assure resolution of critical customer issues.
• Provide and participate in technical training and knowledge transfer for new or complex products.
• Contribute to overall content and quality of the knowledge base using Knowledge-Centered Support principles.
• Perform special projects as directed.

What you'll need

• Database management knowledge / MS SQL experience required.
• Professional English language speaking and writing skills.

Nice to have

• Excellent customer relationship and advocacy skills.
• Advanced application troubleshooting skills.
• Attention to detail.
• Professional-level writing and communication skills.
• LDAP and Active Directory experience / knowledge.
• Understanding of virtual environments; strong experience desirable.
• Programming experience / knowledge (JavaScript, HTML) helpful.
• Proficient with Claude Code or similar.

Details

• Location: India (Remote).
• May work a variety of schedule hours, as required.
• Must be willing to work USA hours of operation on a consistent basis.
• Travel may be required.
• Full product training is part of the onboarding process.