10mo ago

Customer Success Engineer - II

India·PuneFull-Timemid

OtherCustomer Success Engineer

2 views0 saves0 applied

Quick Summary

Overview

Who we are Mindtickle is the leading AI-powered revenue enablement platform, helping sales teams learn faster, practice smarter, and perform at their best. We bring together onboarding, training,

Technical Tools

OtherCustomer Success Engineer

Mindtickle is the leading AI-powered revenue enablement platform, helping sales teams learn faster, practice smarter, and perform at their best. We bring together onboarding, training, coaching, content, digital sales rooms, conversation intelligence, and AI role-plays into one platform so revenue teams have everything they need to build winning sellers.

Global companies, like Fortune 500 organizations, trust Mindtickle to support their revenue teams. Customers and industry analysts have also recognized us. G2 has ranked us the #1 Sales Training & Onboarding platform for 28 consecutive quarters, and Forrester has recognized Mindtickle as a Leader in revenue enablement. Mindtickle was also recognized as AI-Based Sales Solution of the Year by the 2025 AI Breakthrough Awards and has received Stevie Awards for Technology Innovation and Customer Support Excellence.

At Mindtickle, we're helping companies create high-performing revenue teams, and we're looking for people who want to help shape what's next.

Job Brief

Mindtickle is hiring an experienced Customer Support Engineer - II to join our Customer Support Engineering team and become the technical heartbeat behind a global enterprise SaaS platform and our award-winning AI solutions. In this role, you will troubleshoot and resolve complex issues in a distributed system across backend services, APIs, data platform, UI interactions, and AI-powered solutions.

This role demands a strong working knowledge of cloud fundamentals: debugging of distributed systems, querying and analyzing system data, logs, and traces, writing scripts, and resolving complex backend and frontend issues with precision and speed. You will collaborate directly with Engineering, Product, Quality Engineering, and DevOps, influencing product quality and strengthening customer trust at scale.

If you thrive in solving hard technical problems, working with cross-functional teams, excel in high-stakes scenarios, owning outcomes end-to-end, and delighting customers, this role offers unparalleled influence and impact that few L2 positions can match.

Respond rapidly to customer queries and drive issues to resolution.

Provide timely workarounds and temporary solutions to customers for known issues, ensuring minimal disruption while long-term fixes are being implemented.

Own support tickets end-to-end, ensuring SLA compliance and serving as an escalation point.

Work cross-functionally with Product, Engineering, QE and DevOps to eliminate systemic issues and reduce ticket volume.

Work independently with strong planning and task management skills.

Use data analysis to make actionable, data-driven recommendations.

Diagnose, reproduce, and debug complex issues across backend services, APIs, data flows, UI behavior, and AI-driven components.

Capture and analyze browser logs, HAR files, network traces, and client-side errors using modern observability tools.

Analyze AI-driven decision paths, validate model outputs, and identify anomaly or drift patterns.

Troubleshoot integrations with external systems, authentication flows, and third-party platforms.

Leverage tools such as Zipy, DataDog, SumoLogic, FullStory, Mixpanel, and Metabase for deep diagnostics.

Identify, diagnose, and surface real-world failure modes in AI workflows, partnering with Product and Engineering to address root causes and deliver more resilient, trustworthy AI experiences.

Provide configuration guidance and technical solutions to resolve customer issues across environments.

Perform structured impact and severity analysis before escalating to Engineering.

Establish repeatable auditing frameworks to bring consistency to investigations.

Build and maintain high-quality runbooks, playbooks, troubleshooting guides, and diagnostic frameworks to reduce repeat incidents and improve response speed.

Convert solved issues into product and documentation improvements for L1, customers, Product, and Engineering.

Drive internal knowledge sharing by conducting deep dive sessions and post-incident walkthroughs.

Communicate solutions clearly to customers and internal teams, translating complex root causes into simple explanations.

Write scripts (Bash/Python/SQL) to automate log extraction, data analysis, replication of issues, and health checks.

Create lightweight internal utilities to accelerate diagnostics and reduce manual investigation time.

Contribute to building support automation pipelines and AI-assisted troubleshooting tools.

Requirements

~1 min read

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work: In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.