Lead Solutions Engineer

Bengaluru, Karnataka, India | Solutions Team | Full-time | COVID-19 remote

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About MoEngage

MoEngage is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.

Fortune 500 brands and Enterprises across 35 countries such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO and Bigbasket. use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 50 billion messages to 500 million consumers every month!

Our vision is to build the world’s most trusted customer engagement platform for the mobile-first world.

We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.

 Major Responsibilities/Activities 

  • Team Management: Building and managing a multi-layer team and manage performance through on-the job coaching and mentoring.  Driving team to be the customer and product champions for managing their targets. 
  • To be able to provide hands on support whenever required. 
  • Conduct 1:1 meetings. Feedback and Coaching  
  • Ensure adherence to processes by team and be on top with regards to external and internal stakeholder management Act on potential escalations and close them with our customers convincingly or in a win-win situation for corner or rare cases  Monitor and review your team’s metrics to improve functional and operational efficiency. 
  • Identify & drive opportunities to enhance service delivery and customer experience. 
  • Identify & suggest Business improvement opportunities. 
  • Recognise high performers and actively participate in team development and progression discussions with leadership. Create a fun and engagement-inspiring working environment that encourages ownerserhip and mutual support
  • Awareness on Information Security concepts and Best Practices 

Minimum Requirements 

  • Strong leadership capabilities and people management skills.  
  • A proven team lead and individual contributor with strong analytical and stakeholder management skills. 
  • 5 + Years experience in Customer support in which 2+ years of leadership experience will be an advantage.  
  • Excellent communication skills (both written and oral in English) 
  • Experience working with SaaS companies (preferred) 
  • A creative problem-solver, capable of making decisions when needed without relying on management 

Should be Good and Excel At: 

  • Programming languages like Python,Java,Javascript,Angular,React 
  • Linux/Unix operating systems and REST API 
  • Database (SQL/Oracle) 
  • Exposure and hands on experience in one of the following like AWS,Kafka and Elastic Search 

What You Must Have Experience In: 

  • Bachelor's Degree in Computer Science, or equivalent 
  • Overall experience in customer facing role (Support/Integration Support) 
  • 2+ years as a Developer Support Engineer or a Technical Support Engineer in Cloud/SaaS companies or products preferred 2+ years of API or SDK implementation and/or integration 
  • JavaScript, iOS or Android support experience is a huge plus.