Website:
corecognitics.com
Job details:
Job Description
Client Success Engineer – AI Platform (Intel Interact)
Reports To
Client Success Engineering Lead
Role Overview
The Client Success Engineer is the technical owner of deployed customer environments. You will ensure customers achieve reliable, secure, and successful operation of Intel Interact by investigating technical issues, analysing root causes, coordinating specialist teams, validating solutions, and maintaining proactive communication throughout the resolution process.
Rather than operating within a traditional support escalation model, you will take end-to-end ownership of customer success by collaborating with Engineering, QA, DevOps, Product Management, and Customer Engagement teams until issues are fully resolved.
Key Responsibilities
Customer Technical Ownership
- Act as the primary technical contact for assigned customers.
- Build a deep understanding of each customer's deployment and business workflows.
- Maintain ownership of technical issues from initial report through successful resolution.
Technical Investigation
- Analyse customer-reported issues.
- Reproduce defects where possible.
- Review application logs, API traffic, AI interactions, SIP signalling, call recordings, and system metrics.
- Differentiate between configuration issues, integration problems, infrastructure concerns, and software defects.
Cross-Functional Coordination
- Engage QA, Development, DevOps, Infrastructure, and Product teams as required.
- Coordinate technical investigations and drive resolution.
- Ensure clear ownership and accountability throughout the process.
Validation & Resolution
- Validate fixes before customer deployment.
- Confirm successful resolution with customers.
- Maintain high-quality technical documentation throughout the lifecycle.
Customer Communication
- Provide clear and timely technical updates.
- Explain technical issues in business-friendly language.
- Set realistic expectations and maintain customer confidence.
Platform Improvement
- Identify recurring issues and recommend permanent improvements.
- Contribute to knowledge base articles and troubleshooting guides.
- Provide structured feedback to Product Management and Engineering teams.
Skills & Experience
- Strong analytical and troubleshooting skills.
- Experience with enterprise SaaS platforms or cloud applications.
- Knowledge of REST APIs, networking, SIP/VoIP, WebRTC, or cloud infrastructure is desirable.
- Familiarity with Docker, Kubernetes, SQL, Linux, and monitoring tools such as Grafana or Prometheus is advantageous.
- Excellent written and verbal communication skills.
- Ability to coordinate multiple technical stakeholders while maintaining customer ownership.
Success Measures
- Customer satisfaction (CSAT).
- Mean Time to Resolution (MTTR).
- Accuracy of root cause analysis.
- Quality of technical documentation.
- Reduction in repeat incidents.
- Successful coordination of cross-functional teams.
- Customer platform stability and operational success.
Location Requirement
- Candidate must be based in Kerala.
- Only candidates from Kerala should apply.
Hiring Status
- Only immediate joiners should apply.
Click on Apply to know more.