Technical Support Engineer (Customer Engagement Specialist), Enterprise LMS
Location: Chenai
Experience: 5 to 8 years
Function: Product and Customer Engagement
About the role
This is not a ticket-routing job.
PeopleOne which is earlier called as ExpertusONE is an enterprise learning platform used by global organisations to run compliance training, certification programs, instructor-led and virtual sessions, and skills development at scale across tens of thousands of learners. When something behaves unexpectedly in an environment like that, the question is rarely "did the user click the wrong button." It is usually a configuration interaction, an integration payload, a permissions model edge case, or a genuine defect hiding behind three layers of plausible explanations.
We are looking for someone who can tell the difference, and prove it.
You will own customer-reported issues end to end: reproduce them, isolate the root cause, resolve what can be resolved through configuration or guidance, and hand the rest to Engineering with a diagnosis sharp enough that they can start fixing instead of start investigating. You are the person who makes the difference between a bug report that says "enrollment is broken for this customer" and one that says "enrollment fails when a training plan has sequencing enforced and the learner holds a prior exempted module, here is the reproduction path, here are the three affected tenants, here is the query that identifies them."
If you enjoy the puzzle more than the ticket count, read on...
What you will do
Investigate and diagnose
- Take ownership of escalated customer issues across the platform: enrollments, training plans, compliance and certification workflows, ILT and virtual classroom sessions, content playback (SCORM, xAPI, AICC, cmi5), reporting and analytics, notifications, mobile, and integrations.
- Reproduce issues in test environments. Establish what is configuration, what is data, what is expected behaviour that the customer did not expect, and what is a genuine defect.
- Query production data (read-only) to quantify blast radius: how many learners, which tenants, since when, and under what conditions.
- Read application and integration logs, trace API request and response payloads, and inspect webhook and SSO flows to isolate where a transaction actually failed.
- Distinguish correlation from causation. The most recent change is not automatically the cause.
Resolve and communicate
- Resolve issues directly where the fix is configuration, data correction, workflow redesign, or customer enablement.
- Write customer-facing responses that a non-technical LMS administrator can act on: what happened, what the impact is, what we are doing, what they need to do, and by when.
- Manage expectations honestly on issues that will not be fixed quickly. Vague reassurance is worse than an inconvenient timeline.
- Run live troubleshooting sessions with customer administrators and IT teams, including screen shares with enterprise security and identity teams.
Escalate with a prognosis, not a summary
- Package defects for Engineering with a reproduction path, environment details, affected versions and tenants, log evidence, expected versus actual behaviour, and a stated hypothesis on root cause.
- Assign severity and business impact yourself, and defend that assessment. Everything is not a P1.
- Stay attached to the issue through to resolution. Escalation is a handoff of ownership for the fix, not a handoff of ownership for the customer.
Improve the system
- Identify recurring issue patterns and drive them to permanent elimination: product change, documentation gap, onboarding defect, or default configuration problem.
- Build and maintain internal diagnostic runbooks and customer-facing knowledge articles. Reduce the number of issues that need you at all.
- Feed themes and evidence back into the product roadmap. You will have a direct line to Product Management and your input is expected to be substantiated with data, not anecdote.
What success looks like
By 90 days: You are independently resolving escalated issues across at least three functional areas without shadowing. Your defect reports are accepted by Engineering without a round trip for missing information.
By six months: Your average escalated-to-Engineering rate is falling because you are resolving more at source. You have shipped knowledge articles or runbooks that measurably reduce repeat issues. You have raised at least two product changes that were accepted onto the roadmap.
By twelve months: You are the person other engineers and CSMs come to when an issue does not make sense. You are trusted to speak directly to enterprise customers during a severity incident without supervision.
What you need
Non-negotiable:
- 5 to 8 years in technical support, application support, product support engineering, or solutions engineering for a B2B SaaS or enterprise software product. Consumer support and pure L1 experience will not transfer.
- Working SQL. You must be able to write joins, aggregations, and filtered queries against a relational schema to investigate an issue yourself, without asking an engineer.
- Practical fluency with REST APIs: reading documentation, constructing requests, interpreting status codes and error payloads, and using Postman or an equivalent tool.
- Demonstrated ability to read application logs and trace a transaction across systems.
- Structured diagnostic reasoning. You form a hypothesis, test it, and discard it when the evidence disagrees.
- Written English strong enough for direct communication with enterprise customers in EMEA and North America.
- Comfort with ambiguity and with saying "I do not know yet, here is how I will find out."
Strongly preferred:
- Prior experience with an LMS, LXP, HCM, or talent management platform (Cornerstone, Docebo, Absorb, SuccessFactors Learning, Workday Learning, Saba, or similar).
- Understanding of e-learning standards: SCORM 1.2 and 2004, xAPI, AICC, cmi5, and LRS concepts.
- Enterprise integration experience: SAML and OIDC single sign-on, SCIM provisioning, HRIS data feeds, webhooks, and file-based imports.
- Exposure to BI or reporting tools (Superset, Tableau, Power BI) and the ability to validate a reporting discrepancy against source data.
- Experience supporting multi-tenant SaaS, including the reasoning required to separate tenant-specific configuration issues from platform defects.
- BE, BTech, MCA, or equivalent technical education. We care more about what you can do than where you learned it.
What we are not looking for
To save everyone time:
- This role does not involve reading from a script or routing tickets to a queue.
- This is not a Customer Success Manager role. It is not primarily about renewals, QBRs, or adoption metrics, although you will work closely with the people who own those.
- If your last three years have been spent exclusively in a tier-one queue with a strict escalation-after-fifteen-minutes policy, this will be a difficult jump.
- If you are looking for a step towards a pure development role, be honest about that in the interview and we will tell you honestly whether this is the right path.
How we evaluate
Beyond conversation, we will put a real anonymised issue in front of you: a description, some log output, and a data extract. We will ask you to tell us what you think is happening and what you would check next. We are assessing how you reason, not whether you already know our product.
Why this role is worth your time
You will get read-only production access, direct access to Engineering, and a direct line into Product Management where your findings shape what gets built. You will work on genuinely complex enterprise problems for recognisable global customers. And you will be measured on whether problems stay solved, not on how many tickets you closed.
If you're interested, please share your resume with [email protected] or apply directly through this job post.
We look forward to connecting with talented professionals and wish you the very best in your career journey!
Job Type: Full-time
Pay: From ₹900,000.00 per year
Application Question(s):
- Notice period
- This is Work From Office (WFO) role with no remote or hybrid option. Are you comfortable with this work arrangement? (Yes/No)
- What is your total years of professional work experience?
Work Location: In person
