Mindtickle is hiring an experienced Customer Support Engineer - II to join our Customer Support Engineering team and become the technical heartbeat behind a global enterprise SaaS platform and our award-winning AI solutions. You will collaborate directly with Engineering, Product, Quality Engineering, and DevOps, influencing product quality and strengthening customer trust at scale.
Respond rapidly to customer queries and drive issues to resolution.
Provide timely workarounds and temporary solutions to customers for known issues, ensuring minimal disruption while long-term fixes are being implemented.
Own support tickets end-to-end, ensuring SLA compliance and serving as an escalation point.
Work cross-functionally with Product, Engineering, QE and DevOps to eliminate systemic issues and reduce ticket volume.
Proven track record handling technical issues in production environments, supporting distributed systems.
Experience in supporting a multi-tenant SaaS product or platform; familiarity with multi‑tenant architecture, integrations, and configuration management.
Troubleshooting AI-powered Product features.
Knowledge of Authentication, Authorization, and Enterprise Integrations.
Experience: Entry-level · 1–3 years · Job type: Full-time
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Pasig City, 00, PhilippinesAsia-Pacific
Remote · New YorkNorth America
Customer Success Engineer - II · Mindtickle
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