Senior Technical Support Engineer

Clari’s Revenue platform gives forecasting accuracy and visibility from the sales rep to the board room on revenue performance - helping them spot revenue leak to answer if they will meet, beat, or miss their sales goals. With insights like this, no wonder leading companies worldwide, including Okta, Adobe, Workday, and Zoom use Clari to drive revenue accuracy and precision. We never get tired of our customers singing our praises because it fuels us to help them continue to achieve remarkable. The next generation of revenue excellence is here…are you ready to achieve remarkable with us?

About the Team

The Customer Solutions team works directly with our customers across the entire customer journey, from the initial discovery process through implementation to renewal and expansion.  Our team comprises product, process, and strategy experts, including customer service, customer success, customer education, and customer support.

About the Role 

As a member of the Technical Support team, you will combine your business and technical expertise in a customer-friendly manner while assisting Clari customers. You will also be responsible for maintaining our response time SLT (Service Level Target) and using internal resources to resolve customer issues.

This is a fully remote opportunity and can be worked from any location in India. Candidates must be based in India and be able to travel to the office in Bengaluru, India as needed.

Responsibilities

• Handle incoming product requests (questions, problems) directly from customers and track interactions in CRM

• Take ownership of customer issues through to resolution - including troubleshooting, external and internal communication (email, phone, live chat), and providing meaningful feedback to the customer on a regular basis

• Actively manage client support cases on a daily basis

• Respond to client-reported issues in a timely manner and/or per service level agreements

• Develop and maintain product expertise, including best practices to provide value to customers

• Author and maintain internal and external product knowledge base articles

• Build strong cross-functional relationship

• May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position

Qualifications

• 4-6 years of prior experience in Technical Support

• Coding experience in Ruby or similar technology

• Passion for delivering outstanding customer experience

• Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability

• A natural investigator who can demonstrate analysis, problem-solving and troubleshooting skills

• Detailed, organized and results-oriented, with a strong level of attention to detail

• Ability to effectively prioritize and escalate customer issues as required, as well as being able to multi-task and perform effectively under pressure

• Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations

• Experience with Database queries and joins (MySQL, MS SQL or Postgres)

• Experience with JSON or other structured data format

• This role requires to work in US - PST hours

• Exposure to Mongo would be desirable

• Experience with making CRM (Salesforce) customizations is highly desirable

• Professional programming/scripting experience, experience with Microsoft Exchange, and/or configuring SSO is a plus

Perks and Benefits @ Clari

• Flexible working hours and hybrid work opportunities

• Life and accidental coverage

• Mental health support provided by Silver Oak Health

• Pre-IPO stock options

• Well-being and professional development stipends

• 100% paid parental leave

• Discretionary paid time off, monthly ‘take a break’ days, and Focus Fridays

• Focus on culture: Charitable giving match, plus in-person and virtual events

#LI-Remote

You’ll often hear our CEO talk about being remarkable. To Clari, remarkable means many things. We believe in providing interesting and meaningful work in a supportive and inclusive environment - free from discrimination for everyone without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. 

Clari focuses on culture add, not culture fit, and believe we are made stronger by what makes you unique. If you are passionate about learning and excited about what we are doing, then we want to hear from you!