Customer Support Engineer

Firstly, what's Nektar.ai ? For starters, Nektar.ai is a platform that integrates with GTM team's engagement tools (such as email and calendar) on one side and CRM on the other. Through the integration, the engagement and contact data from the email and calendar flow into CRM. In the process, Nektar.ai ensures data filtering, cleansing, enrichment and enhancement, to make the data in the CRM valuable for the GTM and RevOps teams. We call Nektar, a Data + AI platform as we are processing a coal mine of data with the power of AI to make the data shine as gold.


Secondly, what's this role? We are looking for a customer support engineer to attend, communicate and manage L0 & L1 support for our customers while delivering the best experience possible.


There are 3 key responsibilities:


(1) Technical Customer Service & Trouble Shooting Taking ownership of customer issues reported to and seeing problems through to resolution Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues at the L0 & L1 level Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
(2) User Management Providing Nektar's users with authenticated access Supporting set up, reissuing, and decommissioning of users' access credentials Establishing access privileges based on permissions (3) Analysis Develop insights using SQL from multiple data sources and advocate for actions that benefit both the customer and business outcomes Monitoring Nektar's performance, availability, and end-user experience to ensure the application is functioning properly.
The Customer Success Engineer is part of the Customer Success Org at Nektar.ai reporting to the Head of Customer Success, operating under the CEO directly.
The person in the role requires,


Inclination to learn, grow & get hands dirty Proficiency in SQL Any prior experience with a customer support tool like Zendesk Around 1 or 2 years of prior work experience in a similar role SaaS experience a plus Startup experience a great plus