About the Role :

As a Customer Support Engineer at Richpanel, you'll be the frontline technical expert helping customers succeed with our platform.

Reporting to the Head of Revenue, you'll play a direct role in customer retention by resolving complex issues, identifying at-risk accounts, and ensuring customers get full value from the product.

You'll handle technical support across chat and Slack, master our product deeply, and contribute to our knowledge base.

If you love solving problems, explaining technical concepts clearly, and turning support interactions into customer wins, this is the role for you.

Responsibilities :

- Provide exceptional technical support via live chat and Slack.

- Diagnose and resolve complex technical issues systematically.

- Master product features, use cases, and integrations to become an internal expert.

- Create and maintain knowledge base articles addressing common issues.

- Identify and escalate product bugs and feature requests to the engineering team.

- Flag at-risk accounts and expansion opportunities to CS/Account Management teams.

- Document recurring issues and contribute to internal playbooks.

- Collaborate with team members across different time zones to ensure 24x7 coverage.

Outcomes :

- Maintain 90%+ CSAT score Deliver high-quality, accurate resolutions that customers rate positively.

- Achieve <5 min average first response time Respond promptly to incoming support requests across all channels.

- Hit 80%+ first contact resolution rate Resolve issues in the first interaction without unnecessary escalations.

- Create 10 knowledge base articles per month Document solutions and common issues to reduce repeat tickets.

- Identify 5+ product improvement suggestions monthly Surface patterns in customer issues that inform product roadmap.

- Complete product certification within 3 months Achieve deep product mastery across all features and integrations.

What Success Looks Like :

- Consistently high CSAT and fast response times across your tickets.

- Recognized internally as a product expert and escalation point.

- Knowledge base contributions that measurably reduce ticket volume.

- Proactive identification of at-risk accounts before they churn.

- Strong cross-functional relationships with CS, Product, and Engineering.

- Customer feedback citing you as helpful, knowledgeable, and responsive.

Requirements :

- 2+ years of experience in technical support for B2B SaaS products.

- Proven track record of handling complex technical issues systematically.

- Strong written communication skills able to explain technical concepts clearly to non-technical users.

- Experience creating technical documentation or knowledge base content.

- Self-driven with ability to work independently in a fast-paced environment.

- Technical aptitude comfortable learning complex products with 100+ features and integrations.

- SaaS experience required; e-commerce or CX platform experience preferred.

- Tech degree or equivalent.

Benefits :

What We Offer :

- Competitive salary and performance-based bonuses

- Opportunity to work with cutting-edge AI technology

- Modern, chic office space in a vibrant neighbourhood

- 21 paid days off annually

- Quarterly team outings and off-sites

- Learning & development allowance

- ESOPs at fair valuations with significant upside potential

- Chance to make a meaningful impact in a rapidly growing startup

Important Notes :

- This is an in-office position based in Bangalore, India.

- The role requires rotating shifts to provide 24x7 coverage.

- 2 days off per week.

- Our culture prioritizes results and ownership - expect autonomy and responsibility