Customer Success Engineer

About the role

You will serve as the technical heartbeat behind Mindtickle's global enterprise SaaS platform, owning the resolution of complex issues across distributed backend services, APIs, data platforms, UI interactions, and AI-powered solutions. In this capacity, you will act as the primary escalation path for critical customer incidents, diagnosing root causes with precision while maintaining unwavering ownership from detection through resolution. You will leverage deep cloud fundamentals to analyze system data, logs, and traces, transforming raw telemetry into actionable insights that safeguard customer trust and retention. By collaborating directly with Engineering, Product, Quality Engineering, and DevOps, you will influence product stability and drive continuous improvements that elevate the platform's reliability. You will partner with customers during high-stakes scenarios, guiding them through complex technical challenges with clarity and empathy to ensure seamless adoption and success. This role demands a hands-on problem solver who thrives on ownership, delights customers under pressure, and impacts outcomes that few L2 positions can match in scope and responsibility. You will write scripts and automation to streamline troubleshooting workflows, turning repetitive diagnostics into repeatable, efficient processes. Ultimately, you will be the trusted advisor who ensures the Mindtickle platform delivers on its promise of AI-driven revenue enablement at scale.

Key facts

What you'll do

Investigate and resolve high-severity production incidents across the entire tech stack, including backend services, APIs, data pipelines, UI components, and AI-driven features.

Perform deep system analysis by querying logs, metrics, and traces to identify patterns, isolate root causes, and validate fixes before customer impact escalates.

Write and maintain automation scripts in Python or similar languages to accelerate diagnostics, data extraction, and repetitive troubleshooting tasks.

Collaborate with cross-functional teams to translate customer-reported issues into actionable engineering tickets with precise reproduction steps and acceptance criteria.

Partner with Product and Quality Engineering to design, execute, and refine test scenarios that replicate complex customer environments and edge cases.

Serve as the primary technical contact for strategic customers during outages or critical bugs, providing timely updates and clear communication aligned with their business impact.

Analyze customer interaction data and UI behavior to pinpoint friction points in the onboarding, training, and deal execution workflows supported by the platform.

Contribute to internal runbooks and knowledge base articles, documenting resolutions and playbooks that empower L1 and L2 support teams to handle similar issues independently.

Advocate for customer needs in internal discussions, ensuring that engineering and product decisions reflect real-world usage and supportability requirements.

Drive continuous improvement by identifying recurring issues and proposing platform-level changes that reduce future incident volume and improve system resilience.

Work closely with DevOps to ensure observability, monitoring, and alerting are optimized for rapid detection and diagnosis of service degradation or failures.

Support the rollout of new AI-powered features by validating functionality in pre-production environments and confirming behavior matches expected outcomes.

Represent Mindtickle in customer-facing communications, balancing technical accuracy with empathy to maintain confidence and transparency during sensitive situations.

Requirements

You must possess a Bachelor's degree in Computer Science, Information Technology, or a closely related technical field.

You must have 4+ years of professional experience in technical support, customer engineering, or platform troubleshooting within SaaS or cloud environments.

You must demonstrate expert-level proficiency in debugging distributed systems, including microservices, APIs, and event-driven architectures.

You must have hands-on experience querying system logs, metrics, and traces using tools common to cloud-native observability stacks.

You must be comfortable writing scripts in Python or JavaScript to automate data collection, analysis, and reporting tasks.

You must have a strong understanding of RESTful APIs, HTTP protocols, and common web technologies underlying modern SaaS platforms.

You must be able to interpret technical documentation, architecture diagrams, and service contracts to navigate unfamiliar systems quickly.

You must have experience collaborating with Agile engineering teams, participating in sprint planning, standups, and postmortem reviews.

Nice to have

Experience with AI-powered applications, including prompt engineering, model outputs analysis, and integration patterns for LLM-based features.

Familiarity with CI/CD pipelines, infrastructure as code, and containerized environments such as Docker and Kubernetes.

Knowledge of sales engagement platforms or revenue enablement tools that support B2B SaaS go-to-market motions.

Practical notes

This role is based in Pune, Maharashtra, and requires relocation as part of the terms of engagement.

Full-time onsite availability during standard business hours is required for coordination with global support and engineering teams.

Candidates must be eligible to work in India without sponsorship for this position.