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Customer Support Engineer - I

Mindtickle

Job Brief

Mindtickle is hiring a

Customer Support Engineer - I

to join our Customer Support Engineering team and become the frontline problem solver for a global enterprise SaaS platform and our award winning AI solutions.

This role is ideal for

early-career engineers with up to 2 years of experience who enjoy solving real-world technical problems, engaging with global customers, communicating effectively, and continuously learning in a high-impact, fast-paced environment.

  • In this role, you will work closely with global customers and internal engineering teams across functions to understand, troubleshoot, and resolve complex technical issues
  • . You will leverage and strengthen your fundamentals across cloud systems, backend services, APIs, data platforms, UI interactions, and AI-powered capabilities while developing deeper technical expertise and taking ownership of customer issues end to end.

Key Responsibilities

  • Provide timely, effective technical support to enterprise customers, resolving cloud platform and AI powered feature issues across web, API, and integration layers.
  • Interact with customers to understand the problem clearly, gather issue details and guide them through structured troubleshooting steps with clarity and empathy.
  • Assist in diagnosing issues using logs, dashboards, and internal tools, and learn to identify root causes over time.
  • Own tickets end-to-end - intake to closure - ensuring SLA compliance and clear customer communication throughout.
  • Document resolved issues as runbooks and knowledge base articles to reduce repeat incidents.
  • Escalate complex issues to L2 with well structured context and initial analysis.
  • Gather and report customer feedback to identify product improvement opportunities and feed into the product development cycle.
  • Participate in training sessions and workshops to continuously build technical depth and product knowledge.
  • Collaborate with Engineering, Product, and QA teams to learn system behavior and improve issue resolution.
  • Continuously build technical skills through training, shadowing, and hands-on learning.

Requirements

  • Graduate (~2 years) with a degree in Computer Science, IT or Electronics with experience in product based company or b2b enterprise SaaS supporting global customers.
  • Exceptional written and verbal communication in English - able to explain technical concepts clearly to non-technical users.
  • Strong communication skills - able to explain problems and solutions clearly

Basic understanding of

  • Web applications (HTTP, APIs, client-server)
  • JSON and REST APIs
  • Exposure to any programming language (Python preferred).
  • Familiarity with browser dev tools, logs, or debugging basics is a plus.
  • Awareness of cloud platforms (AWS or similar) is a plus.
  • Familiarity and ability to use AI tools responsibly to accelerate debugging, analysis, and documentation while validating outputs critically.
  • Strong problem-solving mindset, detail-oriented, and curiosity to investigate issues.
  • Ability to stay calm, structured, and customer-focused in problem situations.
  • Willing to work in rotational shifts, including US time zones, to serve global customers.