Customer Experience Engineer

About Ketch

Ketch is a Series B data privacy B2B SaaS redefining responsible data use for the AI era. The Ketch Data Permissioning Platform is the new layer of business technology that helps brands collect, control, and activate permissioned, privacy-safe data across every device, system, and third-party app.

Brands around the world use Ketch to simplify privacy and consent operations, increase revenue from advertising, data, and AI initiatives, and build trust with customers and partners.

Our patented technology empowers businesses and software engineers with a deploy-once, comply-and-secure-everywhere framework for exerting perfect control over every scrap of responsibly gathered data. This intelligent and pervasive data fabric underpins our vision to move from rules to tools to ensure privacy is respected as an essential human right.

Yes, we have perks, but don’t mistake free kombucha with an electrifying work environment, inspiring coworkers, interesting problems, meaningful work, and the opportunity to have an impact!

Responsibilities

An innovative engineer with extensive expertise in debugging, optimizing, and problem-solving various software functionalities. With a deep understanding of website and mobile app development, web services, scripting, and integrations, you will be the initial technical go-to person for customers encountering issues. You should enjoy troubleshooting and finding solutions to make customers happy.

What will your day-to-day look like

Facilitate the complete end-to-end customer experience.

Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem-solving to technical challenges and business issues.

Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.

Provide expert guidance to customers on best practices for deploying, scaling, and maintaining applications on the Ketch platform.

Work closely with the engineering and product teams to escalate and advocate for customer needs, contributing to improving Ketch’s services.

Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.

Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.

Skills and Qualifications

Must be located in Bengaluru

Experience writing and executing test cases, reproducing customer-reported defects, filing structured bug reports, and validating fixes.

Prior experience working directly with customers or with internal stakeholders in a support, implementation, or escalation capacity.

Proficient in debugging, QA testing, and diagnosing issues in pre-existing solutions, including websites, mobile apps, and integrations, to identify root cause and drive resolution.

Priority: Strong expertise in RESTful and SOAP APIs, capable of identifying and addressing issues in existing API integrations, enhancing data flow, security, and efficiency.

Priority: Working knowledge of HTML5, CSS3, JavaScript, and front-end frameworks such as React, Angular, or Vue.js, sufficient to read, debug, and QA existing implementations.

Adept at utilizing Postman to test and troubleshoot APIs, ensuring correct functionality, identifying anomalies, and making necessary adjustments

Strong understanding of AI technologies, including large language models (LLMs), AI agents, and automation platforms, with the ability to apply them to support workflows and operational improvements

Experience troubleshooting third-party service and tool integrations. Familiar with OAuth, API keys, and authentication protocols.

Ability to build relationships across stakeholders in R&D, sales, and engineering

Excellent oral, written, presentation, and interpersonal skills

Nice to have: exposure to DB technologies (Oracle, MySQL, Postgres, MongoDB) and storage technologies (S3, Google Cloud Storage)

Nice to have: Experience in creating cross-platform mobile applications using React Native, Flutter or native iOS/Android frameworks (Swift, Kotlin)

Must be available to work some evening hours to overlap with US business hours. The majority of your hours will fall within the India business day, but evening and early morning coverage is shared across the APAC team.