Mindtickle Hiring Customer Support Engineer I in Pune | Hybrid

Job Overview

Mindtickle is hiring a Customer Support Engineer - I for its Customer Support Engineering team in Pune, Maharashtra. This is an early-career opportunity for graduates with up to two years of experience who are interested in technical troubleshooting, customer communication and enterprise software support.

The role supports a global enterprise SaaS platform and AI-powered product capabilities. You will work with customers and internal teams to investigate issues across web applications, APIs, integrations, cloud systems, backend services, data platforms and user-interface interactions.

Key Responsibilities

• Provide technical assistance to enterprise customers experiencing issues with the cloud platform and AI-powered features.
• Investigate problems across web, API and integration layers, gathering clear details from customers before beginning troubleshooting.
• Guide customers through structured diagnostic steps and explain technical findings in a clear, customer-friendly manner.
• Use system logs, dashboards and internal tools to investigate incidents, identify possible causes and build troubleshooting skills.
• Manage support tickets from initial intake through resolution, maintaining clear communication and working within agreed service-level expectations.
• Record solutions in runbooks and knowledge-base articles to help prevent repeated incidents and improve support efficiency.
• Escalate complex issues to Level 2 support with relevant context, investigation details and initial findings.
• Share customer feedback and recurring issue patterns with the appropriate teams to support product improvements.
• Work with Engineering, Product and Quality Assurance teams to understand product behaviour and improve issue resolution.
• Attend training sessions and workshops, and develop product and technical knowledge through guided and practical learning.

Required Technical Knowledge

• Web applications: Basic understanding of HTTP, APIs and client-server communication.
• JSON: Familiarity with JSON data format and its use in application communication.
• REST APIs: Basic understanding of REST API concepts and how applications exchange information.
• Programming: Exposure to at least one programming language. Python is preferred.
• Debugging: Familiarity with browser developer tools, application logs or basic debugging techniques is beneficial.
• Cloud platforms: Awareness of cloud environments such as AWS or similar platforms is an advantage.
• AI tools: Ability to use AI tools responsibly for debugging, analysis and documentation, while critically checking the accuracy of their outputs.

Customer Support and Professional Skills

• Strong written and spoken English communication, including the ability to explain technical topics to non-technical users.
• A structured, customer-focused approach to understanding and resolving problems.
• Strong analytical thinking, attention to detail and curiosity when investigating unfamiliar issues.
• Ability to remain calm and communicate clearly during challenging support situations.
• Good collaboration skills when working with customers and cross-functional internal teams.
• Willingness to work rotational shifts, including schedules aligned with US time zones, to support global customers.

Education and Eligibility

The role is intended for graduates with a degree in Computer Science, Information Technology or Electronics. The posting describes the target profile as a graduate with approximately two years of experience and indicates eligibility for candidates with up to two years of experience.

Relevant experience in a product-based company or in supporting global customers for a B2B enterprise SaaS product is specified. The job description does not state a particular degree title such as B.E., B.Tech or B.Sc.

Experience

This opportunity is aimed at candidates with up to 2 years of experience. Applicants should have the stated graduate-level education and relevant product or enterprise SaaS customer-support exposure.

Work Mode and Location

The position is based in Pune, Maharashtra, and follows a hybrid work arrangement. The role also requires flexibility to work rotational shifts, including US time-zone coverage.

What You Can Gain in This Role

The role offers practical exposure to production SaaS systems used by global enterprise customers. The work includes customer incident handling, system diagnostics, root-cause investigation, API and integration troubleshooting, and collaboration with engineering and product teams.

The job description also highlights opportunities to build technical depth in distributed systems, modern SaaS platforms and AI-enabled product features. It describes a learning environment in which support engineers can develop toward advanced technical, product and domain-specialist roles within the Support function.

Who Should Apply

Graduates in Computer Science, IT or Electronics who have up to two years of relevant experience may consider this opportunity. It is suited to candidates who enjoy investigating technical issues, communicating with customers, learning software systems and working with engineering teams.

Applicants should be comfortable with basic web and API concepts, JSON, and at least one programming language. Python knowledge, cloud awareness and familiarity with browser debugging tools or logs can strengthen an application.

How to Apply

Submit your application through the Mindtickle careers posting. Review the role requirements carefully, particularly the relevant product or B2B SaaS support experience and rotational-shift expectations.

Apply now through SoftoJobs to explore this opportunity.