About MoEngage
MoEngage is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.
Fortune 500 brands and Enterprises across 35 countries such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, Bigbasket, and Tokopedia use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 50 billion messages to 500 million consumers every month!
Our vision is to build the world’s most trusted customer engagement platform for the mobile-first world.We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.
About the Role:
We are looking for a Technical Lead to guide our Solutions Engineering (Support) team. In this role, you will act as a "Playing Coach"—managing the performance and growth of a team of engineers while rolling up your sleeves to solve the most complex technical escalations. You will bridge the gap between customers, support, and the engineering/product teams.
Roles and responsibilities
1. People Management & Leadership
Lead, mentor, and evaluate a team of Technical Solution Engineers, fostering a culture of technical excellence and customer obsession.
Manage team performance against established Service Level Agreements (SLAs) and internal KPIs .
Conduct regular training sessions on troubleshooting methodologies, new product features, and Standard Operating Procedures (SOPs).
2. Incident Management & Technical Execution
Serve as the final point of internal escalation for critical customer issues, ensuring timely and professional resolution.
Provide hands-on technical support, utilizing SQL, API debugging, and scripting (Python/Shell) to diagnose complex edge cases.
Conduct Root Cause Analysis (RCA) on critical incidents and recurring problems to prevent future outages.
3. Cross-Functional Collaboration & Strategy
Act as the technical voice of the customer, analyzing issue trends to propose product enhancements to the Engineering and Product teams.
Develop and maintain a robust technical knowledge base and documentation library to accelerate incident triaging.
Drive automation and process optimisation initiatives to reduce manual toil and improve support workflows.
Requirements
5+ years of experience in technical support, with at least 2 years in a lead role will be more suitable.
Proficiency in reading at least one programming/scripting language (e.g., Python, Java, JavaScript, or Shell scripting).
Experience working with databases (SQL, MongoDB, or PostgreSQL) and writing queries for troubleshooting.
Strong incident management and problem-solving skills, with an ability to prioritise and manage multiple customer issues.
Strong logical and analytical skills to diagnose and resolve complex technical issues.
Understanding of cloud-based technologies and APIs.
Excellent communication and interpersonal skills to effectively interact with customers, engineers, and cross-functional teams.
Experience with CRM tools like Zendesk, Jira, or similar.
Strong customer focus and service-oriented mindset.
Handling technical issue Escalations
Good to Have:
Experience in automation and process optimization for support workflows.
Knowledge of cloud platforms (AWS, GCP, Azure).
Previous experience in handling incident response for SaaS products.
Experience with Mobile SDKs (Android/iOS) and debugging mobile integration issues.
At MoEngage, we respect and value differences. We believe that when people from diverse backgrounds and perspectives collaborate, we create the most value – for our clients, our employees, and society. We embrace diversity and uphold a strong set of values. We are committed to inclusivity and take pride in providing equal opportunities for success and growth.
Employment at MoEngage is based solely on professional competence, skills, and experience. We stand firmly against all forms of discrimination and support equal rights and opportunities regardless of gender, ethnicity, abilities, age, identity, orientation or expression, marital status (including pregnancy), religion and beliefs, or any other status protected by law.
It is our policy to comply with all applicable national, state, and local laws related to non-discrimination and equal opportunity. MoEngage is truly a place where everyone can bring their passions, authentic selves, and talents to work, collaborating to drive progress and solve meaningful challenges.
Why Join Us!
At MoEngage, we are passionate about our team and technology - see below to know more about us.
Life@MoEngage
Tech@MoEngage
Scale @MoEngage
We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class technology team.
