Join Kapture CX’s Customer Experience team as a technical advisor to enterprise customers. You’ll own client onboarding, API integrations, technical troubleshooting, escalations and platform optimization while partnering with Engineering, Product, Sales and Support.
Key responsibilities:
- Lead client onboarding and integrations using APIs, JSON, Postman and cURL.
- Troubleshoot complex technical issues using logs and monitoring tools such as Kafka, Grafana and Sentry.
- Manage technical escalations and drive RCA and resolution with Engineering/Product teams.
- Build trusted relationships with enterprise clients and translate technical issues into clear business outcomes.
- Conduct platform health checks and identify opportunities to improve adoption, performance and ROI.
- Maintain documentation, troubleshooting guides and RCAs and share customer insights with Product/Engineering.
What we're looking for:
- 3–5 years of experience in Customer Experience, Technical Account Management, Customer Success, Technical Support or a similar client-facing technical role.
- Strong hands-on experience with API integrations, REST APIs, JSON and system troubleshooting.
- Experience working directly with enterprise customers and managing multiple priorities.
- Strong debugging, analytical and RCA skills.
- Ability to communicate technical concepts clearly to technical and non-technical stakeholders.
Good to have: Kafka, Grafana, Sentry, SQL/NoSQL, Salesforce/HubSpot, CRM platforms, chatbot technologies, Conversational AI or AI automation platforms.
