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Location: Pune, Maharashtra
Department: Customer Success & Pro Serv
Compensation: Key Responsibilities
Provide timely, effective technical support to enterprise customers, resolving cloud platform and AI powered feature issues across web, API, and integration layers.
Interact with customers to understand the problem clearly, gather issue details and guide them through structured troubleshooting steps with clarity and empathy.
Assist in diagnosing issues using logs, dashboards, and internal tools, and learn to identify root causes over time.
Own tickets end-to-end - intake to closure - ensuring SLA compliance and clear customer communication throughout.
Document resolved issues as runbooks and knowledge base articles to reduce repeat incidents.
Escalate complex issues to L2 with well structured context and initial analysis.
Gather and report customer feedback to identify product improvement opportunities and feed into the product development cycle.
Participate in training sessions and workshops to continuously build technical depth and product knowledge.
Collaborate with Engineering, Product, and QA teams to learn system behavior and improve issue resolution.
Continuously build technical skills through training, shadowing, and hands-on learning.
Requirements
Graduate (~2 years) with a degree in Computer Science, IT or Electronics with experience in product based company or b2b enterprise SaaS supporting global customers.
Exceptional written and verbal communication in English - able to explain technical concepts clearly to non-technical users.
Strong communication skills - able to explain problems and solutions clearly
Basic understanding of:
Web applications (HTTP, APIs, client-server)
JSON and REST APIs
Exposure to any programming language (Python preferred).
Familiarity with browser dev tools, logs, or debugging basics is a plus.
Awareness of cloud platforms (AWS or similar) is a plus.
Familiarity and ability to use AI tools responsibly to accelerate debugging, analysis, and documentation while validating outputs critically.
Strong problem-solving mindset, detail-oriented, and curiosity to investigate issues.
Ability to stay calm, structured, and customer-focused in problem situations.
Willing to work in rotational shifts, including US time zones, to serve global customers.
Mindtickle is hiring a Customer Support Engineer - I to join our Customer Support Engineering team and become the frontline problem solver for a global enterprise SaaS platform and our award winning AI solutions.
This role is ideal for early-career engineers with up to 2 years of experience who enjoy solving real-world technical problems, engaging with global customers, communicating effectively, and continuously learning in a high-impact, fast-paced environment.
In this role, you will work closely with global customers and internal engineering teams across functions to understand, troubleshoot, and resolve complex technical issues. You will leverage and strengthen your fundamentals across cloud systems, backend services, APIs, data platforms, UI interactions, and AI-powered capabilities while developing deeper technical expertise and taking ownership of customer issues end to end.
Exposure to real-world, large-scale production systems supporting global enterprise customers across APIs, integrations, and AI-powered capabilities.
Opportunity to build deeper technical expertise in troubleshooting distributed systems, modern SaaS platforms, and AI-powered features.
Hands-on experience in incident management, advanced system diagnostics, root cause analysis, and cross-functional problem-solving.
Exposure to AI-native ways of working to accelerate debugging, technical investigation, analysis, and problem-solving.
Opportunities to take ownership of complex customer issues, drive resolutions, and collaborate with engineering and product teams.
A continuous learning environment that enables growth into advanced technical, product, and domain-specialist roles within Support.
The opportunity to influence product quality by identifying recurring patterns, sharing customer insights, improving documentation, and driving preventive improvements.
Most IT Jobs posts in Pune ask for 3–6 years of experience (43% of 942 that say).
From live job posts on CoreHRx, updated 9 Nov 2026. Skill figures count posts that list their skills; salary figures only posts that show a salary.
The post does not state the pay. As an estimate, comparable posts on CoreHRx advertise ₹15L – ₹25L a year (typical for IT Jobs in Pune, 54 posts).
The post asks for 2 Yrs experience.
In Pune (hybrid).
It is a full time job.
Interview preparation · 60 questions
This page is for Indian job seekers preparing for cloud engineer, DevOps, backend and solutions architect roles that list AWS as a skill, whether you are a fresher with a first certification or an experienced engineer moving into a senior role. It covers 60 questions in three levels: core services and concepts, then design and configuration choices for one to three years of experience, and finally scenario, security, cost and troubleshooting questions asked in senior rounds. Read each answer, explain it aloud in your own words, and try the CLI commands in a practice account with a billing alert set.
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