About Prove 

Title: Support Engineer I

Department: iO, Global Support

Reports To: Manager, Global Support

FLSA Status: Non-exempt

Location: Chennai, Tamil Nadu, India 

Job Summary

The Support Engineer I  provides escalated technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. In this role you will be expected to start developing a deeper expertise of our software, API’s and configuration for specific use cases. It is expected that you will require less guidance surrounding processes and procedures, and work more independently to resolve customer requests and incidents. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product knowledge, network and platform knowledge, and exceptional customer service skills. 

On a daily basis, the Support Engineer I creates, resolves, and maintains tickets, while working to resolve customer related issues and requests. It is essential that the Support Engineer I maintains accurate records of all activities and interactions in Salesforce and responds to customers within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service. 

Key Responsibilities:

• Deliver a great customer experience using all available communication channels 
• Partner with senior level team members as needed to troubleshoot and resolve customer incidents
• Develop an expertise in Prove’s products and services, working towards becoming a subject matter expert
• When interacting with our customers, take the initiative to provide best practices on the use of Prove API’s
• Maintain the flexibility to work any shifts or on-call schedules
• Collaborate closely with team members in all worldwide locations to provide extended global support hours
• Demonstrate initiative to learn new skills, such as AWS Cloud infrastructure 
• Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices 
• Meet identified goals with respect to Support metrics and KPI’s
• Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, resolving, and closing support tickets 
• Maintain close attention to detail when categorizing and documenting tickets to ensure accurate reporting and maintenance of historical data. 
• Accurately track hours worked daily 
• Commitment to and consistent demonstration of core company values  

Qualifications and Experience:

• Experience in supporting SaaS applications or API support, and/or experience with troubleshooting complex technical issues.
• Ability to work efficiently under pressure, drive projects to completion and meet deadlines. 
• Ability to manage multiple projects simultaneously and prioritize based on company and team objectives. 
• Meticulous attention to detail. 

This position description should not be considered the final description of the position. The position description is not intended to be an all-inclusive list of duties and standards of the positions. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate’s capabilities and changing business conditions. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

The anticipated salary range for this role is INR 950,000 - 1,015,000 plus variable commission / company bonus. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.