Technical Success Manager (Tier 2 support)
BazaarvoiceE-commerce Solutions company
Bangalore, IndiaSenior
Battery Ventures
First Round Capital
Thomas H. Lee Partners
Marlin Equity Partners
Austin Ventures
Constantin Partners
Operations & Strategy
About the role
TL;DR
Troubleshoot technical inquiries and resolve bugs for APAC clients, ensuring platform optimization and technical health.
- •As a Technical Success Manager, you’ll be joining our Client Services team as Tier 2 support working with our APAC clients troubleshooting and resolving technical inquiries and bug fixes and helping clients utilize our platform in the most optimal way.
- •Ultimately, you’ll be ensuring the technical health of our client portfolio.
- •Key Responsibilities Troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products.
- •Providing consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site.
- •Participate in or lead client meetings and demonstrate detailed technical knowledge of our product.
- •Work independently or collaboratively with internal teams and clients to resolve concerns.
- •Manage client expectations and meet or exceed time commitments consistently.
- •Requirements 5+ years of experience in handling Tier 2 Technical / product support. 1-2 years of relevant experience providing technical support to SaaS clients.
- •Understanding of Web 2.0 technologies, such as HTML, CSS, JavaScript, API, and XML.
- •Experience working in a client-facing role with enterprise clients and global brands.
- •Exceptional problem-solving skills from both a technical and strategic perspective.
Required skills
JavaScriptHTMLCSS
Nice-to-have skills
SalesforceConfluenceJiraSEO
Domain expertise
ecommerceretail
Benefits & perks
Group Health Insurance, Group Personal Accident, Group Term Life, Paid Time Off, Annual Leaves, Casual Leave, Declared holidays, Annual Performance Bonus, Sales Incentive, Referral bonus program
Tech stack
HTMLCSSJavaScriptSalesforceConfluenceJira