Customer Support Engineer

About Saras Analytics

We are a premier provider of unified data and analytics solutions, purpose-built for the eCommerce, retail, and DTC sectors. We deliver AI and machine learning-powered tools for real-time insights and smarter decision-making and unify data sources to offer a comprehensive business view-enabling agile market responses and optimized operations.

We're a profitable, bootstrapped, and fast-growing team of 200+ employees, working primarily with US-based brands. Our work sits at the intersection of data and business strategy, combining product and service-based solutions to help brands scale efficiently in a competitive digital landscape.

To know more about us, please visit the links below:

The Role

You will liaise between customers and product managers and help translate software issues into product requirements and fixes. You will collaborate with internal teams to design and develop key modules. You will interact with customers to provide technical support and guidance.

This role requires a thorough understanding of the product and client use cases. Troubleshoot technical and data issues and resolve them.

Requirements

• Exceptional SQL and database abilities.

• Exceptional analytical skills.

• Hands-on knowledge of the software development lifecycle.

• Strong verbal and written communication skills.

• Basic knowledge of RDBMS.

• Familiarity with NoSQL databases is an added advantage.

• Good analytical and troubleshooting abilities with a strong interest in solving technical problems.

• Willingness to learn and work on helpdesk or L1 support activities.

• Ability to escalate issues appropriately and communicate effectively with stakeholders.

• Eagerness to learn and work with web analytics and performance monitoring tools.

• Familiarity with or interest in learning support and helpdesk tools.

Additional Comments

1. Employee should be willing to work in rotational shifts, US holidays, and hybrid shifts.

2. Minimum 2-3 years of hands-on experience in the customer support/product support/product analyst roles