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Ketch is a Series B data privacy B2B SaaS company building a Data Permissioning Platform that helps brands collect, control, and activate privacy-safe data. The platform enables customers to simplify privacy and consent operations, increase revenue from advertising and data initiatives, and build customer trust.
As a CX Engineer, you will be the primary technical point of contact for customers experiencing issues with the Ketch platform. You'll own end-to-end customer problem resolution, from initial troubleshooting through escalation and validation of fixes. Your responsibilities include:
- Facilitate complete end-to-end customer experience and technical support
- Oversee resolution of critical technical issues with prompt problem-solving
- Research, document, and prioritize customer issues using internal tools and escalation teams
- Provide expert guidance on deploying, scaling, and maintaining applications on Ketch
- Collaborate with engineering and product teams to advocate for customer needs and drive platform improvements
- Develop and maintain deep technical expertise in assigned product areas
- Create knowledge base materials to improve operational efficiency across the support team
You should have strong expertise in debugging, QA testing, and diagnosing issues across websites, mobile apps, and integrations. Priority skills include RESTful and SOAP APIs, HTML5/CSS3/JavaScript, and front-end frameworks (React, Angular, Vue.js). You'll use tools like Postman to test and troubleshoot APIs, and should understand OAuth, API keys, and authentication protocols. Experience with third-party service integrations and troubleshooting is essential.
Additional valuable skills include understanding of AI technologies (LLMs, AI agents, automation platforms), database technologies (Oracle, MySQL, Postgres, MongoDB), and mobile development frameworks (React Native, Flutter, Swift, Kotlin).
You must be located in Bengaluru and available for some evening hours to overlap with US business hours, though the majority of work falls within India business day. You'll share APAC evening and early morning coverage with the team.
