Senior CX Support Executive
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Job Location:
Salary:
Experience Required:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
DEngage is a multinational SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.
We are looking for a Senior CX Support Executive to handle complex technical issues mentor junior team members and ensure high-quality ticket resolutions. This role requires a strong mix of technical troubleshooting data analysis and customer communication along with the ability to independently manage escalations.
Key Responsibilities
Own and resolve complex client issues and escalations with minimal supervision
Provide high-quality structured resolutions with clear root cause analysis (RCA)
Troubleshoot issues related to:
API integrations and failures
Data inconsistencies (imports exports segmentation)
Campaign execution and analytics discrepancies
Tracking SDK behavior and deliverability concerns
- Perform advanced SQL analysis for data validation and debugging
- Collaborate with Engineering and Product teams for bug identification and fixes
- Ensure proper documentation of issues RCA and solutions
- Support and mentor CX Support Executives in troubleshooting and communication
- Identify recurring issues and suggest process or product improvements
- Ensure adherence to SLAs quality standards and support workflows
Requirements
- 45 years of experience in SaaS / Technical Support / CX roles
- Strong experience in handling escalations and critical issues
- Excellent written and verbal communication skills
- Ability to provide clear concise and client-friendly technical explanations
- Strong analytical thinking and problem-solving skills
Technical Skills
- Strong proficiency in SQL and relational databases (must-have)
- Solid understanding of REST APIs request/response handling and debugging
- Experience with JavaScript HTML and web tracking integrations
- Good understanding of data flows and system integrations
- Familiarity with helpdesk and ticketing tools (Jira Zendesk Freshdesk etc.)
Nice to Have
- Experience with mobile SDKs (Android/iOS/React Native/Flutter)
- Knowledge of DNS and deliverability concepts (SPF DKIM push tokens)
- Experience with CDMP CRM or marketing automation platforms
- Exposure to event tracking and analytics systems
Benefits
Required Skills:
Must have qualifications: Proven Minimum 3 years of experience as a Customer Success Manager Account Manager or similar role in a SaaS environment. Strong understanding of SaaS business models and customer success principles. Excellent communication and interpersonal skills with the ability to engage effectively with customers and internal teams. Ability to analyze customer data identify trends and proactively offer solutions. Familiarity with customer success tools (e.g. Gainsight Zendesk Salesforce). Problem-solving mindset with the ability to navigate complex customer issues. Strong organizational and multitasking skills with a focus on details. Bachelors degree in Business Marketing or related field (preferred).
