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Customer Support EngineerDhaka, Dhaka Division, Bangladesh

Customer Support Engineer

Dhaka | Dhaka Division | Bangladesh

Company Description
NewsCred's Content Marketing Cloud software provides the easiest end-to-end solution for content planning, creation, publishing and analytics. In one place, brands gain unprecedented access to the world's largest content marketplace, including licensed content from over 5,000 publishers and original content from our award-winning journalist network.

Every day, across three offices, more than 180 brilliant people come to work at NewsCred, and commit their talents, passions, time and energy to shape the future of an industry. We love working with incredibly talented people. We love helping our clients win. We love inventing new products. We love being trailblazers in a new category. And we are proud of the fact that each year we pay millions of dollars to help inspire and employ the next generation of great journalists, artists, and creators.

We're not making small changes; we're building technology to completely rethink how people create, consume, and share their stories with the world.

Learn more at and follow us on

Twitter @newscred and Facebook

Job Description

The function of the Customer Support Engineer (CSE) is to manage customers' technical issues submitted through ZenDesk - an industry standard in managing the support ticketing process. The CSE ensures an excellent standard of service and high customer satisfaction levels are maintained at all times. The CSE works closely with the following units:

Customer Success
Support Liaison within Engineering and R&D

The team's primary objective is to provide technical support to a global customer base (mid-to-large enterprises concentrated in the US and EMEA), as well as to partners and freelancers. Team members are product experts and coordinate across departments within the NewsCred organization to deliver workarounds and issue resolutions to customers. The team is also responsible for channeling product feedback, both defects and enhancement requests, to the R&D team.

The ideal candidate will be able to take on a vague issue raised by a customer and figure out a path to solve the customer's problem, while maintaining a continuous line of communication with all internal and external stakeholders. Issues faced will range from a technical bug in the software, to third party integration issues, to gaps in training. A great CSE will identify the root problem and route it to the appropriate channels in order to keep the customer satisfied.

Please note the working hours are:

Monday to Friday

Two Shift Times : 5:00 AM to 12:00 PM or 4:00 PM to 12:00 AM (rotating shifts)

The shift time may be subject to change depending on the circumstances.

Pick-up and drop-off transport service will be provided.


Ensure timely, accurate, and professional service is provided to all customers and ZenDesk tickets are closed as quickly as possible, with maximum client satisfaction
Engage with customers in a friendly and personable tone
Communicate clearly and accurately with clients regarding the status of their reported issues
Communicate with the Customer Success on client concerns
Contribute to a team effort to provide 24 x 7 x 365 coverage for customers, partners, freelancers and internal team(s)
Communicate across the Support team on common problems
Participate in an 'on-call' rotation
Quickly diagnose, triage and where necessary, escalate software issues, working towards team metrics for high quality standards around responsiveness, resolution and customer satisfaction
Work closely with the Product Management team to share insights around customer reported issues, prioritize around defects and enhancement requests, and provide input on release planning & messaging
Contribute to customer facing knowledge base of help articles
Query our application database and logs to understand issues at the macro, as well as micro level
Configure client applications and script solutions to recurring configuration issues

2+ years of experience in a customer-facing, customer support role for a highly available SaaS solution
Bachelor's degree from any field, preference will be given to candidates with Computer Science or an Engineering major.
Proficient problem solver with the ability to understand the inner workings of complex systems
Quick learner capable of handling concurrent tasks in a fast paced environment with enthusiasm and willingness to constantly learn
Excellent verbal and written English and communication skills
Thrives in ambiguity & bringing order to complex situations and issues
Ability to drive multiple projects simultaneously with minimal direction
Understanding of marketing or content marketing, and the technology solutions that support them is a plus
Proficiency in ZenDesk and JIRA
Additional Information
What we can offer you!

Best in class compensation plans
Awesome Culture - passionate, driven and fun team
Two annual festival bonuses
Flexible vacation policy
Transport facilities
Free catered lunch
Medical insurance
Training and career development

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