Customer Support Engineer

• Provide technical support to customers via email, chat, phone, and ticketing systems.
• Troubleshoot product, platform, messaging, and integration-related issues across Conversive's solutions.
• Manage customer cases using Zoho Desk, ensuring timely resolution and adherence to defined SLAs.
• Support customers using CRM platforms such as Salesforce and Zoho, helping them effectively utilize Conversive's products.
• Investigate messaging, configuration, API, and integration issues and collaborate with Engineering or Product teams for complex cases.
• Clearly document customer interactions, troubleshooting steps, and resolutions while contributing to internal knowledge articles.
• Build strong customer relationships by providing proactive, accurate, and solution-oriented support.
• Identify recurring customer issues and recommend product or process improvements.
• Collaborate with cross-functional teams to ensure an exceptional customer experience throughout the support lifecycle.

Requirements:

• 4-6 years of experience in Technical Support, Customer Support, Application Support, or Customer Success within a SaaS, B2B, or technology company.
• Experience working with ticketing platforms such as Zoho Desk, Zendesk, Freshdesk, or similar tools.
• Hands-on experience supporting CRM platforms such as Salesforce and/or Zoho CRM.
• Good understanding of SaaS applications, cloud-based platforms, APIs, and web technologies.
• Strong troubleshooting and analytical skills with the ability to resolve technical issues efficiently.
• Excellent verbal and written communication skills with experience supporting global customers, preferably the US market.
• Ability to manage multiple customer issues simultaneously while meeting SLAs.
• Strong customer-first mindset with excellent problem-solving and stakeholder management skills.
• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical discipline is preferred.

Preferred Skills:

• Experience supporting enterprise SaaS products.
• Exposure to CRM integrations and messaging platforms.
• Understanding of REST APIs, webhooks, or basic troubleshooting using browser developer tools.
• Experience working with global customers across different time zones.
• Ability to work collaboratively in a fast-paced, cross-functional environment.

What You'll Bring:

• Passion for delivering exceptional customer experiences.
• Strong ownership and accountability.
• Excellent communication and interpersonal skills.
• A proactive, solution-oriented mindset.
• Ability to learn new technologies quickly and adapt to changing business needs.