Experience: 3 Years & above
Salary: As per Company standards
Organization - Emplay Analytics Inc
Job Location: Remote/Work From Home
Working Hours: 3:00 PM – 12:00 AM IST (Monday to Friday)
● Provide quick and effective assistance on technical issues raised by the customer.
● Guide customers remotely through systems configuration, troubleshooting, and maintenance
● Listen attentively to customers’ questions and concerns and offer optimal solutions
● Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
● Work with product and AI engineers to provide customers with quick turn around solutions.
● Represent the customer and drive internal teams to resolve issues with hot fixes and patches.
● Manage complex client projects from initiation to closure, ensuring timely delivery, quality, and budget adherence.
● Lead client meetings and communicate project status, updates, and risks effectively to clients and internal stakeholders.
● Collaborate with cross-functional teams, including developers, designers, and QA teams, to ensure project success.
● Understand and document feature requirements.
● Determine effort allocation for new or existing SOWs (Statement of Work).
● Build and maintain strong relationships with clients, addressing their needs and resolving issues promptly.
● Act as the initial point of contact for clients, including client developers and business stakeholders.
● Establish, document, and refine Standard Operating Procedures (SOPs) and workflows to improve efficiency and consistency.
● Identify opportunities for automation in support processes to reduce manual effort and improve response times
● Prioritize customer satisfaction and ensure minimal escalations by maintaining high service standards.
● Regularly report key support metrics and trends to the COO and suggest actionable insights for improvement.
● Lead and mentor a support team of 3-5 members, fostering a collaborative and high-performance culture.
● Bachelor’s degree in Computer Science, IT, or a related field (preferred).
● 3+ years of experience in technical support, solutions engineering, or customer- Facing technical roles.
● Strong problem-solving skills with experience resolving technical issues.
● Proficiency in APIs (e.g., Postman, REST), SSO solutions (e.g., SAML, OAuth), and web technologies (e.g., HTML, JavaScript).
● Experience with SaaS platforms, enterprise tools (e.g., ServiceNow, Salesforce), and startup environments.
● Excellent communication and project management skills
● Proven ability to engage in technical discussions and research solutions.
● Experience creating clear and actionable technical training materials (e.g., videos, guides).
● Organization skills to create and maintain SOPs and grow the team.
● Mindset to handle senior management level customer communication and win trust with proactivity.
● Entrepreneurial: You thrive in a creative, agile environment and are excited to play a significant role.
● All-In: Fully committed to excellence and team success.
● Passionate: Excited about online collaboration and customer success, with hunger and ambition to achieve goals.
● Collaborative: You excel in cross-functional teams and enjoy partnering with customers, engineers, and product managers.
● Go-Getter: You have a “whatever it takes” approach to achieving objectives in a startup environment.
- Technical background (e.g., developer or engineer).
- Experience handling clients and building relationships with stakeholders
You can submit your resume and relevant details to: placement@emplay.net
Email subject line: Application – L2 Support Engineer – Emplay Inc
Please include the following in your email:
● Current CTC
● Expected CTC
● Notice period
● Years of relevant experience
● Reason for job change
● LinkedIn profile link
