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Ketch is an early-stage startup disrupting the data privacy and cybersecurity market with patent-pending technology combining cryptography, differential privacy, and distributed ledgers. The company helps businesses leverage consumer data while adhering to privacy regulations by design.
As a Customer Experience Engineer, you will be the primary technical point of contact for customers encountering issues with the Ketch platform. You'll facilitate end-to-end customer experiences, oversee resolution of critical technical issues, and ensure prompt problem-solving for both technical and business challenges.
Day-to-day responsibilities include researching, documenting, and prioritizing customer issues using internal tools and escalation teams; providing expert guidance on deploying, scaling, and maintaining applications on the Ketch platform; working closely with engineering and product teams to advocate for customer needs; developing technical expertise in assigned product areas; and creating knowledge base materials to improve operational efficiency across the support community.
You should have a QA engineering background with experience writing and executing test cases, reproducing defects, and filing structured bug reports. Strong proficiency in debugging, QA testing, and diagnosing issues across websites, mobile apps, and integrations is essential. Priority skills include expertise in RESTful and SOAP APIs, proficiency in scripting languages (Python, JavaScript, Ruby), and working knowledge of HTML5, CSS3, JavaScript, and front-end frameworks (React, Angular, Vue.js). Experience with Postman for API testing and troubleshooting third-party integrations is important.
Nice-to-have qualifications include cross-platform mobile development experience (React Native, Flutter, Swift, Kotlin), understanding of AI technologies and LLMs, exposure to database technologies (Oracle, MySQL, Postgres, MongoDB), and familiarity with cloud storage solutions. You must be located in Bengaluru and available for some late evening hours to overlap with US business hours, though most work falls within India business hours with shared APAC coverage.
