Job highlights

- Required Skills Experience . 10-15 years of experience in Technical Support,Application Support,or Customer Success roles in enterprise software environments . Robust technical background in financial applications,treasury systems,or trade finance platforms preferred . Hands-on experience with databases (SQL),application servers,and API-based integrations . .

As a Senior Customer Success Manager Technical Support, you will lead enterprise-level customer engagements by providing Level 2/3 technical support, driving proactive issue resolution, and ensuring high availability and reliability of our treasury and trade finance solutions. You will act as a key liaison between clients, product engineering, and implementation teamsensuring technical excellence, timely problem resolution, and an exceptional customer experience.

Key Responsibilities

- Provide Level 2/3 technical support for enterprise software applications, ensuring quick and effective resolution of incidents

- Lead root cause analysis and preventive action planning for recurring issues

- Manage and prioritize customer support tickets, ensuring SLA adherence and timely communication





- Interface directly with client IT and finance teams to understand issues, provide solutions, and ensure system stability

- Collaborate with product, QA, and engineering teams to troubleshoot, reproduce, and resolve complex technical problems

- Maintain and update technical documentation, SOPs, and knowledge base articles for internal and client use

- Conduct training and enablement sessions for client users and internal support teams

- Analyze support trends and recommend product or process improvements to reduce future issues

- Drive continuous improvement in support processes and tools

- Mentor junior support engineers, providing guidance on complex troubleshooting and client management

Required Skills Experience

- 10-15 years of experience in Technical Support, Application Support, or Customer Success roles in enterprise software environments

- Strong technical background in financial applications, treasury systems, or trade finance platforms preferred

- Hands-on experience with databases (SQL), application servers, and API-based integrations

📌 Senior Customer Success Manager - Technical Support (Bengaluru)
🏢 Ibs Fintech
📍 Bengaluru