Senior / Customer Support Engineer

Job Summary

We are looking for a proactive, customer-focused Senior Customer Support Engineer to handle customer queries, incidents, and service requests. You will provide timely resolutions and help maintain a high level of customer satisfaction. The ideal candidate is comfortable working rotational shifts, including night shifts, managing multiple priorities, and supporting global customers.

Key Responsibilities

- Handle customer queries, incidents, and service requests through email, phone, and ticketing systems.
- Provide timely, effective resolutions while supporting customer satisfaction and adherence to SLAs.
- Monitor, track, and manage support tickets, ensuring appropriate follow-up and closure within defined timelines.
- Collaborate with internal technical, product, and delivery teams to support faster issue resolution.
- Maintain accurate documentation of customer interactions, known issues, and solutions.
- Participate in shift handovers to support continuity of service.




- Identify recurring issues and contribute to process improvements and knowledge-base updates.
- Handle high-priority situations and escalations professionally.

Qualifications

- Skills: Excellent verbal and written communication skills; experience with ticketing and incident-management tools such as JIRA, ServiceNow, or Zendesk; basic troubleshooting and analytical skills; SLA management and escalation-handling experience; and the ability to manage multiple priorities in high-volume environments.
- Education: Bachelor's degree in any discipline preferred.
- Attributes: Customer-focused, proactive, resilient under pressure, collaborative, adaptable to rotational and night shifts, and detail-oriented.

Perks

- Competitive salary with shift allowances.
- Health insurance coverage.
- Career growth opportunities in support operations.
- Training and development programs.

📌 Customer Support Engineer (Chennai)
🏢 Softeon
📍 Chennai