Customer Success Engineer - II
Mindtickle11 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
About Mindtickle
Mindtickle builds a SaaS revenue enablement platform for enterprise sales and customer support teams, combining onboarding, training, coaching, content, conversation intelligence, and digital sales rooms. The privately held company, founded in 2012 and headquartered in San Francisco, sells to global enterprises via subscription. Customers such as Cisco, Splunk, Henkel, Juniper Networks, and Janssen use it to assess rep skills and improve performance with data-driven guidance and practice tools.