Senior Customer Support Engineer

About the role

The Senior Customer Support Engineer will lead the implementation and training of IDS applications at client sites, resolve complex technical issues, and act as a key liaison between customers and internal teams. This role combines deep technical expertise with strong mentorship responsibilities to ensure high‑quality support and continuous product improvement.

Key responsibilities

• Lead implementation and training of IDS applications at client locations.
• Resolve advanced technical issues across in‑house web and Windows systems.
• Mentor and support junior customer support staff.
• Handle escalated customer complaints and ensure timely resolution.
• Collaborate with development, sales, and marketing teams to improve product and service delivery.
• Ensure secure handling of customer data and support systems.
• Analyze recurring issues and contribute to long‑term solutions.

Required profile

• Bachelor's degree or equivalent in Computer Engineering, Computer Science, or MIS.
• Minimum 3 years of experience in customer support with hands‑on implementation and training exposure.
• Strong troubleshooting abilities and experience in client‑facing projects.
• Excellent communication and customer relationship management skills.
• Proven experience mentoring junior staff.

Required skills

• Web Applications
• Windows Applications
• MS SQL Server
• APIs
• Reporting tools

What we offer

• Work with cutting‑edge technology and innovative products.
• Be part of a collaborative, cross‑functional team.
• Make a real impact on customer success and product evolution.
• Grow your career in a supportive and forward‑thinking environment.