Job Description

About Us:
At Xeno, we are on a mission to revolutionize the way businesses connect with their customers through cutting-edge technology. Our team is a mix of passionate problem-solvers, creative thinkers, and customer champions. We are looking for a Senior Support Engineer to join our team and take customer experience to the next level. What You'll Do:
As a Senior Support Engineer, you will:• Take full ownership of customer-reported issues, ensuring timely research, diagnosis, and resolution within SLA timelines.
• Analyze and resolve technical issues by identifying root causes and providing effective solutions using diagnostic tools and targeted questioning.
• Conduct Admin and User training sessions (virtual and in-person) to ensure smooth onboarding and effective product adoption.
• Assist customers via phone, email, or chat, guiding them step-by-step to resolve technical challenges.
• Partner with engineering and product teams to address recurring issues, improve product quality, and escalate critical cases as needed.
• Monitor and manage customer satisfaction, anticipating challenges, and contributing to retention through strong relationships.
• Act as a customer advocate while adhering to SLAs and maintaining documentation for knowledge sharing and process improvements.

What We're Looking For: • BE/ BTech in the field of IT/Computer Science/ Electronics/Electronics and Telecommunication.
• 2-5 years of experience providing enterprise support to Indian and ME clients (B2B SaaS)
• Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures.
• Good understanding of API, Webhooks, and Connectors.
• Good to have the understanding of at least one of the programming languages ( Java , Javascript).
• Operational support experience - the ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues.
• Excellent problem-solving, strong written & verbal communication and documentation skills
• Obsessed with customer support and delighting the customers.
• Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools.

Why Join Us? • Impactful Work: Directly contribute to enhancing customer satisfaction and loyalty.
• Growth Opportunities: Upskill through training and work on exciting, high-impact projects.
• Dynamic Team: Collaborate with passionate, forward-thinking colleagues.
• Perks & Benefits: Competitive salary, health benefits, and a flexible work environment.