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Customer Support Engineer, Lyric (Hybrid - India)
Lyric is hiring a hybrid Customer Support Engineer in India to resolve technical issues for its enterprise supply-chain AI platform. The role combines troubleshooting, automation, documentation, and AI-enabled support workflows.
Tavsif
- Resolve customer-reported technical issues from initial investigation through completion
- Develop strong knowledge of Lyric’s platform to troubleshoot issues across the product
- Write clear, well-structured responses that translate technical findings into accessible language
- Analyze support-ticket trends and recommend scalable improvements through automation, documentation, and workflow design
- Use AI tools to speed diagnosis, strengthen response quality, and capture reusable knowledge
- Partner with Engineering, Product, Customer Success, and Professional Services to address recurring issues and improve the customer experience
- Proactively find ways to strengthen support systems
Talablar
- 3–5 years of experience in customer-facing technical support or SaaS support, ideally involving web application operations, analytics, or data operations
- Working knowledge of incident management and ticketing platforms such as Zendesk, Freshdesk, Salesforce, or comparable tools
- Ability to diagnose problems with SQL, APIs, and command-line tools or CLI
- A strong 24/7 operations mindset and readiness to work shifts, including weekends and holidays
- Customer-first approach with urgency, accountability, and ownership
- Experience or familiarity with ETL/ELT processes, data pipelines, and data-flow concepts
- Exposure to cloud services and data integration
- Educational background in computer science, engineering, or analytics
- Familiarity with supply-chain or planning concepts
- Comfort using AI-based tools
Imtiyozlar
- Less than 10% travel required
- Potential future opportunities across Lyric’s broader customer-facing and technical teams
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