Support Engineer I
Seismic
full-time
Posted on:
Location Type: Office
Location: Hyderabad • India
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Tech Stack
About the role
- Assist customers with primary issues and follow-up questions.
- Diagnose customer issues and perform initial bug triage to determine severity.
- Deliver an exceptional customer experience during all interactions.
- Utilize the Knowledge Base and other tools to provide answers to customer questions.
- Stay current on software updates by attending product and feature training sessions.
- Demonstrate a growing expertise in the system and assist with ongoing Support Team initiatives and projects as needed.
- Document and report bugs encountered during support interactions, ensuring they are logged accurately for engineering teams.
- Identify and escalate complex issues.
- Provide detailed and personalized support to customers, including best practices and preventive measures.
- Work closely with other support engineers and departments to resolve customer issues efficiently.
- Manage day-to-day case work and assigned tasks in a reliable manner.
- Produce high-quality work and resolutions with limited direction.
- Determine the best course of action for timely resolution.
- Provide timely response and escalation of customer issues in accordance with established SLAs and support processes.
- Regularly contribute to internal support meetings by taking ownership of cases and sharing insights on the cases reviewed.
- Occasionally, lead the L1 call.
- Follow best practices around queue management and stay within target queue size.
- Take ownership of cases comparable to other team members.
- Manage case and chats for high customer satisfactions scores with minimal backlog and low MTTR.
- Contribute to the support knowledge base for customers and internally.
Requirements
- 2-3 years of relevant work experience.
- Positive, motivated, and proactive attitude.
- Strong academic record, demonstrated success in achieving goals, and a Bachelor’s degree preferred.
- Ability to empathize with customer concerns and understand their key business objectives and challenges.
- Comfort and adaptability in dynamic environments with changing priorities.
- Excellent organizational, time management, multitasking, and attention to detail skills.
- Analytical mindset with the ability to recognize trends in customer submissions.
- Proficiency with written and oral communication, ensuring clarity and precision.
- Strong listening skills and the ability to interpret complex questions.
- Demonstrated interest in technology and solving challenging technical problems.
- Desire to work in a high-growth, fast-paced environment.
- Comprehensive understanding and technical knowledge across the different Seismic SaaS offerings.
- Ability to troubleshoot common customer issues using tools such as HAR files, New Relic logging, and browser session information.
- Experience with ServiceNow, Jira, Salesforce, or similar customer service systems is a plus.
- Familiarity with Google Apps, iOS and Android, Microsoft Office, and other business applications.
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
bug triagetroubleshootingcustomer supportcase managementSaaSanalytical skillsproblem-solvingqueue managementdocumentationknowledge base contribution
Soft Skills
customer empathypositive attitudemotivationadaptabilityorganizational skillstime managementmultitaskingattention to detaillistening skillscommunication skills