Customer Success Engineer - Tier 1 (technical Support)

Customer Success Engineer (Tier 1)

The Customer Success Engineer (Tier 1) serves as the first line of technical support for customers using the company's products and services. This role is responsible for promptly identifying, diagnosing, and resolving user-reported issues—or escalating unresolved cases to higher-tier engineering teams with thorough documentation. The ideal candidate combines strong technical aptitude with genuine customer empathy, takes end to-end ownership of every interaction, and is driven by a commitment to delivering outstanding customer satisfaction.

Responsibilities

• Respond to incoming support requests via email, chat, and phone within agreed-upon SLAs.
• Diagnose and troubleshoot software defects, configuration issues, and connectivity problems using structured methodologies.
• Follow established procedures for issue resolution; escalate complex or unresolved cases to Tier 2/Tier 3 teams with clear context, reproduction steps, and documentation.
• Record all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system (Zendesk).
• Contribute to the internal knowledge base by authoring and updating FAQs, troubleshooting guides, and help-centre articles.
• Collaborate with cross-functional teams—including Product, Engineering, and QA—to expedite issue resolution and relay customer feedback.
• Ensure customer satisfaction through timely follow-ups, proactive communication, and transparent status updates.

Skills and Experience

• 2–4 years of hands-on experience in a customer-facing technical support or help-desk role.
• Demonstrable experience supporting SaaS or cloud-based product environments.
• Working knowledge of SQL and RDBMS concepts; ability to write basic queries for data investigation and troubleshooting.
• Familiarity with scripting fundamentals (e.g., Python, Bash, or PowerShell) for log analysis or task automation.
• Proficiency with remote-desktop tools and standard troubleshooting utilities.

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

We're building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you'll thrive at Ideagen!

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process.

Enhance your career and make the world a safer place!