Who are we? 

Whatfix is a leading global B2B SaaS organization and the largest pure-play enterprise digital adoption platform solution provider. 

Utilizing GenAI technology, Whatfix enhances all stages of software deployment with application simulation, product analytics, and digital adoption, driving business outcomes such as increased revenue win rates, cost reduction, risk compliance, enhanced productivity, and improved user experience. 

We have seven offices in the US, India, UK, Germany, Singapore, and Australia, supporting  700+ global customers, including 80+ Fortune 500 companies. Whatfix has raised $140 million to date and is backed by marquee investors, including Softbank, PeakXV, Dragoneer, and Cisco Investments. 

• With over 45% YoY sustainable annual recurring revenue (ARR) growth, Whatfix is among the “Top 50 Indian Software Companies” as per G2 Best Software Awards. 

• Recognized as a “Leader” in the digital adoption platforms (DAP) category for the past 4+ years by leading analyst firms like Gartner, Forrester, IDC, and Everest Group.

• The sole vendor named as Customers’ Choice: 2024 Gartner® Voice of the Customer for Digital Adoption Platform Report.  We also boast a star rating of 4.6 on G2 Crowd 4.5 on Gartner Peer Insights and a high CSAT of 99.8%

• Highest-Ranking DAP on 2023 Deloitte Technology Fast 500™ North America for Third Consecutive Year

• Won the Silver for Stevie's Employer of the Year 2023 – Computer Software category and also recognized as Great Place to Work 2022-2023 

• Only DAP to be among the top 35% companies worldwide in sustainability excellence with EcoVadis Bronze Medal

About the role:

As a Lead Technical Support Engineer, you would  be in charge of leading and supervising the technical support team in addition to offering customers or clients high-level technical assistance and knowledge. You will also be in charge of optimizing and developing support procedures. You'll collaborate with engineering, product management, Solutions, and sales as part of your cross-functional work.Responsibilities:

• Responsible for providing L1/L2 technical enablement to Whatfix customers/partners for any product issues 

• Ensure that customer issues are managed within target Service Level Agreements (SLA) and that all incoming technical and product inquiries are responded to in a timely, professional, and effective manner. 

• Participate in solution development and publications for the Whatfix knowledge base resources 

• Report common user issues, suggest product improvements and convey important product feedback 

• Formulate action plans (technical and operational) for analyzing and resolving reported product issues 

• Stay updated on all product features- current, new, and in the pipeline. Work closely with the Product 

• Collaborate with internal teams, including Customer Success, Solutions, PM, Engineering, and Product.

• Act as an escalation point for complex technical issues, coordinating with internal teams and customers to provide effective solutions within the SLA.

• Facilitate knowledge sharing and foster a culture of learning within the team.

• Participate in hiring activities to grow the team as needed, including interviewing, selecting, and onboarding new team members.

Requirements:

• Bachelor's or Professional degree in a relevant field

• 5+ years of proven experience in technical support, application support, or any customer-facing role.

• Strong presentation, verbal, and written communication skills.

• Proficiency in JavaScript, CSS, and HTML.

• Familiarity with Enterprise Applications such as Salesforce, MS Dynamics, SAP, and Oracle is a plus

• That zeal to not let go of a customer without a solution 

• Excellent problem-solving abilities and a customer-centric approach.

Why join us?

• Work with a top 20 B2B tech company that boasts many Fortune 500 companies as customers.

• Be part of a company recognized as a global market leader by Gartner in the digital adoption space.

• Join a team that is customer-obsessed, with a customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights.

• Contribute to a company that has been selected as a Gold Stevie Award winner in the 2023 American Business Awards for Customer Service Department of the Year.

If you're excited by the idea of seeing yourself in this role at Whatfix, please apply with your CV. We look forward to learning more about you!