CX Engineer

Overview

CX Engineer responsible for troubleshooting and resolving customer technical issues for the Ketch platform.

What you'll do

• Facilitate end-to-end customer experience.
• Oversee resolution of critical technical issues with prompt, complete problem-solving.
• Research, document, and prioritize customer issues using internal tools and escalation teams.
• Provide guidance to customers on deploying, scaling, and maintaining applications on the Ketch platform.
• Work with engineering and product teams to escalate and advocate for customer needs.
• Develop and maintain technical expertise in assigned product functionality areas.
• Create knowledge base materials for operational efficiency and support community enablement.

What you'll need

• Must be located in Bengaluru.
• 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, or escalation.
• Proficiency in debugging, QA testing, and diagnosing issues in websites, mobile apps, and integrations to identify root cause.
• Strong expertise in RESTful and SOAP APIs and their existing integrations.
• Working knowledge of HTML5, CSS3, JavaScript, and front-end frameworks like React, Angular, or Vue.js.
• Adept at using Postman to test and troubleshoot APIs.

Details

• Must be available to work some evening hours to overlap with US business hours; most hours fall within India business day with shared APAC coverage.