CX Support Executive
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Job Location:
Salary:
Experience Required:
Posted on:
2 days 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 CX Support Executive to join our support team and help troubleshoot and resolve technical issues for our clients. You will work closely with Account Managers Product and Engineering teams to deliver timely and effective solutions. This role is ideal for someone who enjoys problem-solving APIs and working with data in a fast-paced SaaS environment.
Key Responsibility
Provide clear professional and timely resolutions to client queries and tickets
Troubleshoot issues related to:
API integrations
Data imports/exports
Campaign execution
Segmentation and tracking
Basic deliverability and platform usage
Analyze logs database records and system behavior to identify root causes
Write and execute SQL queries for data validation and issue analysis
Collaborate with Account Management to support client needs
Escalate complex issues to Engineering with proper debugging details
Follow helpdesk workflows SLAs and documentation standards
Assist clients with technical guidance on integrations and data flows
Requirements
- 13 years of experience in SaaS Technical Support or similar role
- Strong communication skills (written & verbal)
- Ability to explain technical concepts in a simple way
- Strong analytical and troubleshooting mindset
- Ability to manage multiple tickets and priorities
Technical Skills
- Basic to intermediate SQL (must-have)
- Good understanding of REST APIs (requests responses debugging)
- Knowledge of JavaScript HTML and web integrations
- Familiarity with DNS concepts (SPF DKIM etc.) is a plus
- Understanding of mobile SDKs (Android / iOS / React Native / Flutter) is a plus
- Experience with helpdesk tools (e.g. Zendesk Freshdesk Jira)
Nice to Have
- Experience in digital marketing platforms / CDMP / CRM tools
- Exposure to event tracking analytics or customer data platforms
- Multi-language proficiency
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).
