Company: Bik.ai
Location: HSR Layout, Bengaluru
Joining: Immediate
Shift: IST (India Standard Time)
About the Role
As a Customer Support Engineer at Bik, you will be the first point of contact for customers facing technical or product related issues on the Bik and Manifest platform. This is a hands-on, customer facing technical role where you will troubleshoot issues related to Channel integrations, APIs, AI automations and platform workflows.
You will work closely with Indian customers, understand their use cases, diagnose issues, and drive them to resolution by collaborating with Engineering, Product, and Customer Success teams. This role requires strong ownership and you are expected to take issues end to end until closure, without dropping the ball.
What Will You Do
Act as the primary technical support contact for our customers.
Troubleshoot and debug issues related to:
APIs and integrations
Platform configurations, workflows, and automations
Shopify and website related issues (as applicable)
Conduct scenario based testing of AI chatbots to ensure they handle various customer interactions effectively.
Identify and report any inconsistencies or areas of improvement in chatbot responses.
Own customer reported issues from first response through final resolution.
Perform detailed issue triaging and escalate to Engineering with transparent problem statements, logs, and reproduction steps.
Communicate solutions, workarounds, and best practices clearly to customers.
Work closely with Product, Engineering, and Customer Success teams to ensure smooth issue resolution.
Contribute to internal knowledge bases and customer facing documentation.
Identify recurring issues and share insights to improve product stability and customer experience.
Ensure adherence to defined support SLAs and quality standards.
What Are We Looking For
Must Have
Engineering degree
2+ years of experience in a technical support, solutions engineering, or customer facing engineering role.
Wo
📌 Customer Support Engineer (Bengaluru)
🏢 Bik.ai
📍 Bengaluru
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