Senior Solutions Engineer

Bengaluru, Karnataka, India | Solutions Team | Full-time

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MoEngage is an insights-led customer engagement platform, trusted by 1,200+ global consumer brands. As a Great Place to Work Company we are a young, fast-paced and intelligent customer engagement platform that fosters a culture of innovation, ownership, freedom, and fun while building future-ready technology products. Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyzes billions of data points generated by customers and their devices in order to predict their behavior and engage them at every touchpoint throughout their lifecycle with personalized communication.

In just eight years since our inception, we have worked with leading Fortune 500 brands such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, Bigbasket, and Sharechat, with a global presence that encompasses 35 countries. We currently have offices in San Francisco, Boston, London, Dubai, Ho Chi Minh city, Bangkok, Kuala Lumpur, Singapore, Sydney, Vietnam, Berlin, Jakarta, and Bengaluru.

The care we give to our customers is quite high! Our achievement of top service and support ratings in Gartner's Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports is a testament to that. Another commendable quality is our people-centric culture, as we have recently been included in Battery Ventures' top 25 private cloud computing companies. As recognized by the DivHERsity Awards, we are one of the top 20 diversity companies in the world, while the Economics Times names us as one of the Top Organizations for Women.

Will you be able to thrive in a fast-paced environment where innovation, speed, and customer-centric thinking are the norm? Is it your passion to uncover opportunities others are unaware of and to champion them? Do you crave ownership and a chance to be a part of something that matters? If so, this may be a worthwhile opportunity for you!

 

As a part of the Solutions Engineering team at MoEngage, here are some things you can expect:

  • Continuous learning on the end to end product and exposure to our huge tech stack.
  • Each day is fast paced and challenging with new and priority customers getting onboarded in very close quarters
  • The prime and critical  focal point for the company  representing product , engineering and sales and the company when it comes to existing customers
  • Be part of growing team and has immense visibility across the organization
  • Flexible culture and all doors open to drive ownership and leadership.
  • Clear cut career path defined for desired opportunities and new responsibilities to be taken up that assures growth or movement up the career ladder.

 

Responsibilities

  • 3 to 5 years of experience
  • Investigating, troubleshooting, diagnosing and resolving technical issues in a cloud/SaaS environment
  • Communicating effectively (both verbal and written) with our customers and internal stakeholders 
  • Customer obsessive and roll up the sleeve attitude to help resolve customer issues or queries with a minimum resolution time
  • Adding recurring issues to knowledge base articles or FAQs to minimize the turn around time on closing support tickets
  • Give constant and constructive feedback to team leads , product and engineering team to improve customer experience and suggest process improvements.
  • Problem solving, having a natural curiosity and demonstrating the ability to learn rapidly
  • Communicating well with different audiences (developers, technical and non-technical users)
  • Should be flexible to work on Tuesday - Saturday / Sunday -Thursday to support our global customers on weekends (No night shifts )

  • Awareness on Information Security concepts and Best Practices

 

Should be Good and Excel At:

  • Programming languages like Python,Java,Javascript,Angular,React
  • Linux/Unix operating systems and REST API
  • Database (SQl/Oracle)
  • Exposure and hands on experience in one of the following like AWS,Kafka and Elastic Search

 

What You Must Have Experience In:

  • Bachelor's Degree in Computer Science, or equivalent
  • Overall experience in customer facing role (Support/Integration Support)
  • 2+ years as a Developer Support Engineer or a Technical Support Engineer in Cloud/SaaS companies or products
  • 2+ years of API or SDK implementation and/or integration
  • JavaScript, iOS or Android support experience

 

Why Join Us!

At MoEngage, we are passionate about our team and technology - see below to know more about us.

Life@MoEngage

Tech@MoEngage

Scale @MoEngage

We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class technology team.