Customer Experience Engineer
On-siteBengaluru, Karnataka, India
Job Summary
Facilitate the complete end-to-end customer experience by overseeing and running the resolution of critical technical issues. Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary while managing time effectively in a fast-paced environment. Provide expert guidance to customers on best practices for deploying, scaling, and maintaining applications on the Ketch platform, and work closely with engineering and product teams to escalate and advocate for customer needs. Develop and maintain technical expertise in assigned areas of product functionality to help customers, and create knowledge base materials dedicated towards operational efficiency. Must be located in Bengaluru and available to work a few late evening hours to overlap with US business hours.
Required Qualifications
- Must be located in Bengaluru
- English proficiency
- Must be available to work a few late evening hours to overlap with US business hours
- The majority of working hours fall within the India business day, and evening and early morning coverage is shared across the APAC team
- QA engineering background
- Experience writing and executing test cases
- Experience reproducing customer-reported defects
- Experience filing structured bug reports
- Experience validating fixes
- Prior experience working directly with customers or with internal stakeholders in a support, implementation, or escalation capacity
- Proficiency in debugging
- Proficiency in QA testing
- Proficiency in diagnosing issues in pre-existing solutions
- Expertise in RESTful APIs
- Expertise in SOAP APIs
- Proficiency in scripting languages such as Python, JavaScript, or Ruby
- Ability to utilize Postman to test and troubleshoot APIs
- Working knowledge of HTML5
- Working knowledge of CSS3
- Working knowledge of JavaScript
- Working knowledge of front-end frameworks such as React, Angular, or Vue.js
Desired Qualifications
- Experience in creating cross-platform mobile applications using React Native, Flutter or native iOS/Android frameworks (Swift, Kotlin)
- Experience in AI technologies, including large language models (LLMs), AI agents, and automation platforms
- Experience troubleshooting third-party service and tool integrations
- Familiarity with OAuth
- Familiarity with API keys
- Familiarity with authentication protocols
- Exposure to DB technologies (Oracle, MySQL, Postgres, MongoDB)
- Exposure to storage technologies (S3, Google Cloud Storage)
- Ability to build relationships across stakeholders in R&D, sales, and engineering
- Excellent oral, written, presentation, and interpersonal skills
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