Technical Support Engineer II
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
This position requires the flexibility to work a shift schedule, including evenings, weekends, and/or overnight shifts
Qualifications
2-4 years of experience in Technical Support preferred
Proficiency in coding with Ruby or similar technologies
Strong written and verbal communication skills, with the ability to empathise with customers of varying technical expertise
Ability to prioritise and escalate customer issues effectively while multitasking under pressure
Experience with database queries and joins (MySQL, MS SQL, or Postgres)
Familiarity with JSON or other structured data formats
Exposure to MongoDB is preferred
Experience with Salesforce customisations is highly desirable
Professional programming/scripting experience, Microsoft Exchange expertise, or SSO configuration skills is a bonus
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!
At Clari, we are excited to welcome talented individuals to our growing team. We are actively hiring across multiple geographies and encourage you to explore opportunities on our careers page that interest you.
Please note that all official communication regarding job opportunities at Clari will come from an @clari.com email address. If you receive messages on LinkedIn or other job platforms claiming to be from Clari, they may not be legitimate. To verify the authenticity of any job-related communication, please visit our official Clari Careers site.
About the job
Apply for this position
Technical Support Engineer II
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
This position requires the flexibility to work a shift schedule, including evenings, weekends, and/or overnight shifts
Qualifications
2-4 years of experience in Technical Support preferred
Proficiency in coding with Ruby or similar technologies
Strong written and verbal communication skills, with the ability to empathise with customers of varying technical expertise
Ability to prioritise and escalate customer issues effectively while multitasking under pressure
Experience with database queries and joins (MySQL, MS SQL, or Postgres)
Familiarity with JSON or other structured data formats
Exposure to MongoDB is preferred
Experience with Salesforce customisations is highly desirable
Professional programming/scripting experience, Microsoft Exchange expertise, or SSO configuration skills is a bonus
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!
At Clari, we are excited to welcome talented individuals to our growing team. We are actively hiring across multiple geographies and encourage you to explore opportunities on our careers page that interest you.
Please note that all official communication regarding job opportunities at Clari will come from an @clari.com email address. If you receive messages on LinkedIn or other job platforms claiming to be from Clari, they may not be legitimate. To verify the authenticity of any job-related communication, please visit our official Clari Careers site.