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Customer Success Engineer

Job type: Full Time · Department: Customer Success · Work type: On-Site

Mumbai, Maharashtra, India

About the Role:

As a Customer Success Engineer, you will be the first point of contact for any technical and/or non technical issues that the customers face with our product.  This role involves debugging technical issues including mobile apps, and troubleshooting issues related to the integration of our SDK.  (Android, iOS, and Web platforms). You will be dealing with customers across the globe, hence, an opportunity to articulate a solution and workaround with all our customers. In this role, you will have the unique opportunity to own the issue till closure without dropping the ball in between.

Note: You will be working in Shifts for this role

What will you do:

  • Provide efficient and accurate technical assistance to ensure customer satisfaction.

  • Provide escalated technical and triage support for other teams.

  • Actively contribute to our online support documentation.

  • Work closely with Engineering, Product, and Customer Success teams.

  • Help define and execute support team processes.

  • Leverage product expertise and technical knowledge to delight customers.

  • Responsible for responding to customer emails and driving excellent customer experience.

What are we looking for?

Must have:

  • Engineering degree (Computer Science preferred)

  • 2+ years of programming experience (API/ Web/ Mobile).

  • Strong basics and concepts of any programming language

  • Excellent communication skills & strong customer focus.

  • Proven analytical / problem-solving ability.

  • Ready to work in shifts as per the requirements of the company. 

Good to have:

Behavioral Competencies: 

  • Listens actively, is responsive, accepts feedback graciously

  • Has a clear and well-structured thought process and communicates effectively

  • Gives feedback to Managers

Functional Competencies:

  • Delivers outcomes & resolutions on time, accurately and independently.

  • Ability to control emotions in the face of challenging situations

Technical knowledge:

  • Knowledge of multiple Mobile Development (Android, iOS, Hybrid) is required.

Measures of Success:

  • Customer Satisfaction CSAT Score/ Periodic Feedback from customers

  • First-time resolution rate

  • Adherence to support SLAs

  • Quality of response

Who will you report to: Associate Director - Global Support

Why join us

  • Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation.

  • You are passionate about technology and its impact on the high-growth mobile technology space

  • Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.

  • Flourish in an Environment that Nurtures Growth and Curiosity

Learn More

Get to know us better before you apply!

Check out our product documentation, engineering blog, and customer stories to see how we work and what we value.

About CleverTap:

CleverTap is the world’s leading AI-first, all-in-one customer engagement and retention platform, redefining how brands build lasting customer relationships in the Agentic era. Powered by its proprietary CleverAI™ Decisioning Engine and the Agentic Universe, CleverTap enables autonomous, real-time decision-making that helps organizations deliver 1:1 individualized experiences at scale while maximizing ROI.

Its unified platform brings together an AI-native Personalization Engine, automated Journey Orchestration, its proprietary Customer Data Platform – TesseractDB™, and deep customer and product analytics to power truly intelligent, self-optimizing engagement across channels including mobile, web, email, SMS, WhatsApp, and more. By seamlessly connecting data, insights, and activation, CleverTap ensures every interaction is contextual, coordinated, and conversion-driven.

Recognized as a Leader in the 2026 Gartner® Magic Quadrant™ for Personalization Engines and a Strong Performer in The Forrester Wave™, CleverTap is at the forefront of the shift from campaign-led marketing to agent-led growth. Trusted by more than 2,000 global brands including IKEA, Tesco, Burger King, Levi’s, Decathlon, Domino’s, 7-Eleven, Jio, Grab, Carousell, and Emirates NBD, CleverTap helps businesses drive measurable growth through meaningful, autonomous customer engagement.

Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap has 600+ employees across offices in the US, Europe, the Middle East, Asia, and LATAM.

For more information, visit https://clevertap.com/ or follow us on Linkedin and X.Join us in shaping the future of engagement.

CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace. 

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