Customer Support Engineering

Position Overview

• Location Type: Onsite (Headquartered in Palo Alto, California, with offices in seven global locations)
• Job Type: Full-time
• Salary: Not specified

DevRev's AgentOS is a modern CRM designed for SaaS companies, catering to support, product, and growth teams. It connects end users, sellers, support staff, product managers, and developers, consolidating multiple business applications onto a unified platform. Unlike traditional CRMs, DevRev offers a flexible approach to collaboration, AI, and analytics, empowering SaaS companies to improve product velocity and reduce customer churn. It is utilized by thousands of companies seeking low-latency analytics and customizable LLMs to excel in the GenAI era. Founded in October 2020 by Dheeraj Pandey and Manoj Agarwal, both former leaders at Nutanix, DevRev has secured $100 million in funding from investors like Khosla Ventures and Mayfield, achieving a $1.1 billion valuation. The company has also been recognized on Forbes' 2024 list of America’s Best Startup Employers.

Responsibilities

• Triaging bugs and feature requests with the relevant teams.
• Maintaining consistent communication with customers.
• Demonstrating flexibility to work in morning and afternoon shifts.
• Analyzing trends and regularly testing and training the DevRev bot.
• Educating and empowering DevRev users.
• Serving as the technical expert and addressing product-related inquiries.
• Building and nurturing customer relationships.
• Collaborating with product and engineering teams on customer requirements.
• Proficiency in writing customizations using specified programming languages.
• Applying innovative thinking to develop rapid solutions.
• Providing round-the-clock support to DevRev users across various query levels.
• Creating Q&A pairs for the bot and devising innovative strategies to enhance its capabilities.
• Identifying customer signals and collaborating with customer success teams to prevent churn.
• Engaging in in-depth conversations to suggest value-add features that help customers achieve their business objectives.
• Collaborating with cross-functional teams including Sales, Customer Success, Product, Engineering, and Bots Engineering.

Qualifications

• BE/B Tech degree, or equivalent educational or professional experience.
• 3-5 years of experience in a Support role.
• Knowledge of at least one programming language.
• Ability to engage in technical discussions with both technical and non-technical stakeholders.
• Strong problem-solving skills for technical, product, and business-related questions.
• Excellent English communication skills, both verbal and written.
• A collaborative and team-oriented approach.

Company Information

• Founded: October 2020
• Founders: Dheeraj Pandey (Former Co-founder and CEO of Nutanix) and Manoj Agarwal (Former SVP of Engineering at Nutanix)
• Funding: $100 million
• Valuation: $1.1 billion
• Recognition: Forbes 2024 America’s Best Startup Employers