Customer Success Engineer(Remote within India)

Nexla

3d • Remote

About The Position

As a Customer Success Engineer at Nexla, you will serve as the critical technical bridge between our global customer base and our internal Engineering teams. In this role, you won't just close tickets; you will own the technical resolution process end-to-end. Leveraging your expertise in Python, SQL, and REST APIs, you will perform deep investigations into complex data integration issues, drive root cause analysis, and ensure our customers achieve their data goals. If you thrive in a 24x7 global environment and love digging into logs to solve intricate problems, this role is for you.

Requirements

• Willingness to work in rotational shifts (including nights and weekends)
• Minimum of 3-5 years of relevant work experience in technical support or related fields.
• Strong dedication to customer satisfaction and advocacy.
• Excellent written and verbal communication skills in English.
• Highly developed, process-oriented skills for troubleshooting, problem-solving, and issue resolution.
• Strong teamwork skills with a commitment to fostering a positive, ego-free workplace culture.
• Ability to work in a fast-paced, highly collaborative, and global environment.
• Excellent analytical abilities with strong attention to detail.
• Strong Python programming
• Intermediate to advanced experience with databases (SQL, Oracle, Postgres, MySQL,MS SQL Server)
• Extensive experience and a solid understanding of REST APIs and various authentication mechanisms (OAuth2, SSO, token-based authentication).
• Proficiency in quickly writing Python or Shell scripts to assist in debugging or setting up alerts.
• Good knowledge of data operations, especially with file formats such as CSV, XML, JSON, and Parquet.
• Experience with multiple operating systems, including Windows and UNIX/Linux

Nice To Haves

• Familiarity with Apache Airflow is an added advantage.

Responsibilities

• Perform deep technical investigations and solve complex issues reported by customers or proactively identified by Ops/L1 team
• Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution.
• Provide troubleshooting support to Nexla customers via multiple channels (email, support tickets, slack, virtual meetings, etc.)
• Help customers round the clock and should be willing to work in shifts in a 24x7 work environment.
• Investigate incidents utilizing the Nexla environment, connectors, logs, and other troubleshooting tools.
• Drive root cause analysis in close partnership across several Engineering teams.
• Document any known or newly identified solutions in our knowledge base and share this knowledge across the team.
• Use judgment and effective communication skills to compose timely Global Alerts and issue visibility correspondence to other field teams like Sales, Customer Success
• Provide Support for product releases

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed