Customer Support Engineer

Position: Customer Support Engineer

Location: Bengaluru, Karnataka

Work Mode: 5 days WFO

Experience: 3 – 5 Years

About the Role: We are looking for a Customer Support Engineer with Enterprise Service Management domain knowledge to provide technical and functional support to enterprise customers using our SaaS platform. The role requires a combination of customer-facing communication, Enterprise Service Management process knowledge, application troubleshooting, and technical problem-solving. The candidate will work closely with Product, Engineering, QA, and DevOps teams to resolve customer issues and improve the overall customer experience.

Key Responsibilities:

- Provide L1/L2 technical and functional support to enterprise customers.
- Troubleshoot issues related to Enterprise Service Management workflows, configurations, integrations, APIs, and application functionality.
- Handle customer incidents, service requests, and technical queries within defined SLA timelines.
- Analyze application logs, errors, API responses, and database information to identify root causes.
- Work with Engineering and Product teams to investigate and resolve complex issues.
- Reproduce customer issues and provide clear technical information for defect resolution.
- Support Enterprise Service Management processes including Incident, Service Request, Problem, Change, SLA, Knowledge and Service Catalog.
- Assist customers with product configuration and workflow-related queries.
- Communicate clearly with customers regarding issue status, resolution, and next steps.
- Maintain accurate ticket documentation and contribute to Knowledge Base, FAQs,



and troubleshooting guides.
- Identify recurring issues and provide feedback to Product and Engineering team for product improvements.

Required Skills:

- 3–5 years of experience in Technical/Product/Application Support, preferably in a SaaS environment.
- Good understanding of Enterprise Service Management processes and ITIL concepts.
- Experience with enterprise SaaS or IT service management products.
- Good knowledge of REST APIs, JSON, HTTP/HTTPS and integrations.
- Working knowledge of SQL/database queries for troubleshooting.
- Ability to analyze application logs and troubleshoot technical issues.
- Positive understanding of SSO/SAML/OAuth and third-party integrations is preferred.
- Excellent written and verbal communication skills.
- Strong analytical, troubleshooting, and customer-handling skills.

Preferred:

- Experience with ServiceNow, BMC, Jira Service Management, Freshservice, Salesforce Service Cloud, or similar platforms.
- ITIL Foundation certification.
- Basic knowledge of Linux, cloud platforms, scripting, or monitoring tools.
- Experience supporting B2B/enterprise customers.

Key Success Measures:

- SLA compliance
- First Contact Resolution
- Resolution Time
- Customer Satisfaction (CSAT)
- Ticket quality and backlog management
- Effective issue escalation and root-cause identification
- Knowledge Base contribution

Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline. Pay: Up to ₹1,200,000.00 per year

Benefits

- Food provided
- Health insurance
- Leave encashment
- Life insurance
- Provident Fund

Work Location: In person

📌 Customer Support Engineer (Bengaluru)
🏢 Wolken Software Private
📍 Bengaluru