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Customer Implementation Engineer

  • Location: Bangalore, India (On-site)
  • Full-time

Your next big career move starts here — drop us a line at hr-team@auralis.ai

Job Overview

Auralis AI is seeking a Customer Implementation Engineer who is passionate about solving customer challenges and ensuring seamless adoption of our products. In this role, you will serve as the bridge between our customers and the product/engineering teams, ensuring clients receive the highest level of support, guidance, and technical expertise. You will be responsible for onboarding, troubleshooting, and optimizing customer experiences while continuously driving improvements in product usability and support processes.

Key Responsibilities

  • Serve as the first line of technical and product support for customers, addressing queries, troubleshooting issues, and providing timely resolutions.
  • Partner with product and engineering teams to escalate and resolve complex technical challenges.
  • Lead customer onboarding, ensuring smooth setup, configuration, and integration of Auralis AI products.
  • Develop and maintain support documentation, FAQs, and knowledge base articles.
  • Gather customer feedback and relay insights to product teams to influence the roadmap and feature enhancements.
  • Monitor customer health, usage, and adoption metrics to proactively address potential issues.
  • Conduct training sessions, demos, and workshops to improve customer proficiency.
  • Ensure SLAs are met and customer satisfaction targets are consistently achieved.
  • Identify opportunities to automate and optimize support workflows.
  • Advocate for the customer internally, ensuring their needs and expectations are prioritized.

Requirements

  • 2+ years of experience in a technical support, solutions engineering, or customer success role.
  • Strong foundation in software troubleshooting, debugging, and problem resolution.
  • Experience with APIs, integrations, and web technologies (JavaScript, RESTful APIs, etc.).
  • Familiarity with cloud environments (AWS, GCP, or Azure).
  • Excellent communication skills with the ability to explain complex concepts clearly to both technical and non-technical audiences.
  • Strong organizational and multitasking skills with attention to detail.
  • Ability to work independently with minimal supervision.
  • Reliability, adaptability, and ownership when handling customer-critical issues.

Qualifications

  • Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field (or equivalent experience).
  • Experience with customer support tools (Zendesk, Intercom, Freshdesk, or similar).
  • Familiarity with Agile methodologies and tools like Jira or Trello.

Preferred Skills

  • Experience working with AI/ML or SaaS products.
  • Knowledge of SQL or data analysis for troubleshooting and reporting.
  • Familiarity with DevOps tools, CI/CD pipelines, and monitoring systems.
  • Prior experience in a startup or fast-scaling environment.
  • Strong presentation skills for customer training and webinars.

Salary

  • Competitive and commensurate with experience.