Customer Success Specialist
Future duties and responsibilities
- Be available on call and chat queues to address immediate customer concerns.
- Manage and prioritize high-priority support tickets assigned to the Tier 3 queue based on impact and urgency.
- Perform detailed ticket analysis to identify issue trends and potential improvements.
- Assist QA teams in identifying and verifying root causes of reported issues.
- Reproduce reported issues in test or staging environments to isolate problems.
- Retrieve and share production database (PROD DB) data with development or QA teams for investigation.
- Identify the appropriate Point of Contact (POC) to resolve specific issues.
- Collaborate and communicate effectively with development, QA, and other stakeholder teams to ensure timely resolution.
- Act as a bridge between customers, partners, and internal teams to facilitate smooth communication and follow-ups.
- Document root causes, resolutions, and recurring issues to enhance knowledge sharing and process improvement.
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- Provide feedback to improve support efficiency, ticket triage, and overall customer experience
Desired qualifications
- 6–8 years of overall experience with 5+ years in Tier 3 or L3 technical support, customer success, or application analysis roles.
- Proven experience handling high-impact customer escalations and working with cross-functional teams.
- Strong understanding of web and mobile application ecosystems.
- Experience in using ticket management tools such as Jira, Zendesk, or ServiceNow.
- Working knowledge of databases (SQL / MongoDB) for retrieving and validating data during investigations.
- Basic understanding of QA processes, bug tracking, and release cycles.
- Familiarity with API tools (Postman, Swagger) for validation or testing API-level issues.
- Excellent analytical, problem-solving, and communication skills.
- Exposure to cloud platforms (AWS / EKS) or production monitoring tools is a plus.
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- Comfortable managing multiple priorities and working in a fast-paced environment
