Technical Support Engineer


Maharashtra, IN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/08/2021
  • Website:
  • Company Address: 1901 Old Middlefield Way Suite 21, Mountain View, CA, 94043

About EdCast

EdCast is the AI-powered Knowledge Cloud solution for unified discovery, personalized learning, and knowledge management across the enterprise.

Job Description

EdCast is the AI-Powered Knowledge Cloud solution for unified discovery, personalized learning and knowledge management across the enterprise. Its award-winning platform is used internationally by Global 2000 companies and large government organizations, including NASSCOM and World Economic Forum, to solve the discovery and curation problems across all external and internal knowledge sources. EdCast's offerings include its Learning Experience Platform (LXP) and MyGuide's in-app guides, intelligence, and automation for business software.


External Title: Technical Support Engineer

Location: Mumbai/Indore

Year of experience: 6+ Yrs


What the Role - Description/Summary:

    6+ years of customer-facing technical experience supporting enterprise Saas applications
    Proven technology prowess or software development engineering background
    Relentless pursuit of customer satisfaction.
    Top-notch escalation management skills with an ability to establish strong relationships with customers and influence decisions.
    Strong communication, ability to prepare, and present to technical audiences.
    Deep experience with SAML and OAuth based SSO, experience with logging and monitoring tools, Javascript, DOM, and Web App frameworks. Working knowledge of REST, understanding of front-end technologies, such as HTML5, Javascript, Angular, and CSS3.
    Strong organizational/time management skills and the ability to prioritize and deliver timely customer updates.
    Bonus: Can be a mentor and a coach

Core Tasks/Duties/Responsibilities:

Manage escalated inbound customer requests

Assist with managing the support process, analytics, documentation, and continuous service delivery improvement.

Understand MyGuide product including how and why our customers use it in order to understand priorities and map solutions to customer needs.

Assist with new enterprise deployments. Help to streamline processes in order to onboard and support smaller SMB customers using low-touch model.

Assist with Technical Account Management (TAM) for key customers and participate in customer quarterly business reviews (QBRs)

Work closely with QA, DevOps, Engineering, and Customer Success to deliver a superior product that our customers love and can’t live without.

This role will initially specialize in EdCasts MyGuide product offering

What do we offer?

An opportunity to get ahead in your career by building a great and exciting portfolio that helps others get ahead in theirs. You will be joining a truly passionate and multicultural team willing to make a difference and positively disrupt the way learning is done within organizations.

We believe in lifelong learning. We believe we can create abundant opportunities for workforce learning and up-skilling within the organization's ecosystems. We have the spark, the ambition, the drive, and the passion of making an impact in the world.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.