Customer Success Engineer Tier 1 (Technical Support)

Location - Hyderabad India

Department - Product R&D

Level - Support Role

Working Pattern - Work from office.

Benefits -Benefits at Ideagen

Salary - this will be discussed at the next stage of the process if you do have any questions please feel free to reach out!

The Customer Success Engineer (Tier 1) serves as the first line of technical support for customers using the companys products and services. This role is responsible for promptly identifying diagnosing and resolving user-reported issuesor escalating unresolved cases to higher-tier engineering teams with thorough documentation. The ideal candidate combines strong technical aptitude with genuine customer empathy takes end to-end ownership of every interaction and is driven by a commitment to delivering outstanding customer satisfaction.

• Respond to incoming support requests via email chat and phone within agreed-upon SLAs.
• Diagnose and troubleshoot software defects configuration issues and connectivity problems using structured methodologies.
• Follow established procedures for issue resolution; escalate complex or unresolved cases to Tier 2/Tier 3 teams with clear context reproduction steps and documentation.
• Record all customer interactions troubleshooting steps and resolutions accurately in the ticketing system (Zendesk).
• Contribute to the internal knowledge base by authoring and updating FAQs troubleshooting guides and help-centre articles.
• Collaborate with cross-functional teamsincluding Product Engineering and QAto expedite issue resolution and relay customer feedback.
• Ensure customer satisfaction through timely follow-ups proactive communication and transparent status updates.

• 24 years of hands-on experience in a customer-facing technical support or help-desk role.
• Demonstrable experience supporting SaaS or cloud-based product environments.
• Working knowledge of SQL and RDBMS concepts; ability to write basic queries for data investigation and troubleshooting.
• Familiarity with scripting fundamentals (e.g. Python Bash or PowerShell) for log analysis or task automation.
• Proficiency with remote-desktop tools and standard troubleshooting utilities.

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-INDIA #LI-FULLTIME