Customer Support Engineer II at MindTickle

At Mindtickle, we are redefining how companies drive revenue. As the market-leading revenue productivity platform, we bridge the gap between on-the-job learning and real-world deal execution to help sales teams perform at their best. We are proud to be recognized as the number one sales onboarding and training product by G2, and we were recently named a leader in the Forrester Wave for Revenue Enablement Platforms. Our team is driven by a passion for excellence and a commitment to our core values, which include delighting our customers, acting like founders, and always being better together.

The opportunity

We are looking for a dedicated Customer Support Engineer II to join our team in India. You will serve as the technical heartbeat of our global enterprise SaaS platform, ensuring our award-winning AI solutions run smoothly for our customers. This role is perfect for someone who loves solving complex puzzles within distributed systems. You will work across our backend services, APIs, and UI layers to troubleshoot issues, influence product quality, and build lasting trust with our users. If you enjoy owning outcomes from start to finish and thrive in a fast-paced environment, you will find this position offers a level of impact that is rare for an L2 role.

A day in the life

• You will take full ownership of support tickets, acting as a primary escalation point to ensure we meet our service level agreements while providing timely workarounds for our customers.
• You will dive deep into technical diagnostics by analyzing logs, traces, and AI-driven decision paths to identify the root cause of complex system failures.
• You will collaborate with our Engineering, Product, and DevOps teams to turn your findings into long-term product improvements, documentation, and automated scripts that make our systems more resilient.

Who you are

You are a technically curious problem solver with one to three years of experience in L2 technical support for enterprise SaaS products. You have a solid grasp of AWS services and are comfortable working in a multi-tenant architecture. Your toolkit includes proficiency in SQL, Python, and BASH, and you have a strong background in debugging both React-based frontend applications and complex backend systems. Because we operate at the cutting edge of technology, you should have experience troubleshooting AI-powered features and a deep understanding of authentication protocols like SAML and OAuth. Above all, you are an empathetic communicator who stays calm under pressure and values building strong relationships with both customers and teammates.

Why you'll love it here

We believe in fostering a highly engaging and rewarding workplace that celebrates our globally diverse backgrounds. When you join us, you become part of a culture that prioritizes your professional growth and values your unique perspective. We are committed to providing a supportive environment where you can do your best work, collaborate with brilliant colleagues, and contribute to a product that is truly changing the way businesses grow.