Customer Success Engineer - II
Mindtickle9 months ago
Pune, IndiaMid Level
Responsibilities
- Respond to customer queries, own support tickets through resolution, provide workarounds, and ensure SLA compliance.
- Diagnose, reproduce, and resolve complex issues across backend services, APIs, data flows, UI behavior, integrations, and AI-powered components.
- Analyze browser logs, HAR files, network traces, client-side errors, system data, logs, and observability data to identify root causes.
- Investigate AI decision paths, validate model outputs, identify anomalies or drift, and surface failure modes in AI workflows.
- Collaborate with Product, Engineering, Quality Engineering, and DevOps to eliminate systemic issues and reduce ticket volume.
- Provide configuration guidance, conduct impact and severity analysis, and escalate issues appropriately.
- Create and maintain runbooks, playbooks, troubleshooting guides, diagnostic frameworks, and internal knowledge-sharing materials.
- Write Bash, Python, and SQL scripts and build lightweight utilities, support automation pipelines, and AI-assisted troubleshooting tools.
Requirements
- 1–3 years of L2 technical support experience with enterprise SaaS platforms or products in a customer-facing role, preferably in AWS Cloud.
- Experience supporting production distributed systems, multi-tenant SaaS products, integrations, and configuration management.
- Hands-on experience troubleshooting AI-powered features and distinguishing model issues from data, configuration, or system failures.
- Knowledge of SAML, OAuth 2.0, OpenID Connect, IAM, MFA, RBAC, JIT provisioning, and SCIM.
- Strong SQL and database knowledge, including experience with relational and NoSQL systems such as PostgreSQL and MySQL, plus hands-on Snowflake experience.
- Experience analyzing logs with tools such as Datadog, Loki, Sumo Logic, Splunk, or Grafana.
- Ability to debug backend and API layers using GoLang or Python, REST, GraphQL, and gRPC.
- Familiarity with AWS services including Lambda, CloudWatch, and S3, as well as Kafka, Kubernetes, and Snowflake.
- Experience debugging React applications and analyzing client logs with browser developer tools, net-export, or Wireshark.
- Experience with monitoring and analytics tools such as Zipy, FullStory, Mixpanel, and Metabase.
- Strong written and verbal communication, customer empathy, relationship-building, prioritization, and calm execution under pressure.
- Preferred qualifications include prompt engineering, configuring or troubleshooting AI agents, and mobile application troubleshooting on Android and iOS.
Benefits
- The company supports employee growth through increased ownership, direct feedback from leaders, and opportunities to take on challenging work.
- The team spans more than five countries and emphasizes inclusive collaboration and diverse perspectives.
- Mindtickle is an Equal Opportunity Employer.
- Employment requires verification of identity and eligibility to work in the applicable location and completion of required employment eligibility documentation.
Tech Stack
Apache KafkaAWSBashDatadogGoGrafanaGraphQLgRPCiOSKubernetesMetabaseMySQLPostgreSQLPythonReactSnowflakeSplunkSQLSumo Logic
Categories
Solutions Engineering