Customer Success Engineer Tier 1
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Job Location:
Monthly Salary:
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
About Us
Location- Hyderabad India
Level - Support
Department - Customer
Working Pattern - Work from Office
Salary - this will be discussed at next stage if you have any questions at all please feel free to reach out.
Benefits -Benefits at Ideagen
We are looking for a Customer Success Engineer (Tier 1) to be the first line of support for our this role youll provide technical assistance troubleshoot issues and ensure customer satisfaction by resolving problems quickly or escalating them when needed. If youre passionate about helping customers succeed have strong communication skills and thrive in a collaborative environment wed love to hear from you!
Responsibilities
Handle incoming support requests via email and phone within agreed SLAs.
Diagnose and troubleshoot basic software and connectivity issues.
Follow defined procedures for resolution and escalate complex cases to Level 2/3 teams.
Document all customer interactions in Zendesk.
Contribute to FAQs troubleshooting guides and internal knowledge base updates.
Collaborate with cross-functional teams to expedite issue resolution.
Ensure customer satisfaction through timely follow-ups and clear communication.
Skills and Experience
Bachelors degree/diploma in Computer Science IT or related field (or equivalent work experience).
24 years of experience in customer or technical support roles.
Experience supporting SaaS or cloud-based products.
Strong knowledge of SQL or scripting fundamentals and RDBMS.
Familiarity with remote desktop tools and troubleshooting methodologies.
Whats in it for you
While we take our work and deliverables seriously we have a relaxed working environment and we want our people to be rewarded for their hard work. We offer benefits such as medical insurance coverage for spouse and family and many more!
About Ideagen
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky to ensuring the food on our tables is safe to helping doctors and nurses care for the sick. So when you think of Ideagen think of it as the silent teammate thats always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America Australia Malaysia and India with people doing lots of different and exciting jobs.
Were building a future-ready team and AI is part of how we work smarter. If youre curious adaptable and open to using AI to improve how you work youll thrive at Ideagen!
What is next
If your application meets the requirements for this role our Talent Acquisition team will be in touch to guide you through the next steps.
To ensure a flexible and inclusive process please let us know if you require any reasonable adjustments by contacting us at All matters will be treated with strict confidence.
At Ideagen we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in please let us know during the application process.
Enhance your career and make the world a safer place!
#LI-FullTime
Required Experience:
IC
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
