D•Engage is a multinational SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.
We are looking for a CX Support Manager to handle complex technical issues, mentor junior team members, and ensure high-quality ticket resolutions. This role requires a strong mix of technical troubleshooting, data analysis, and customer communication, along with the ability to independently manage escalations.
Key Responsibilities
Own and resolve complex client issues and escalations with minimal supervision
Provide high-quality, structured resolutions with clear root cause analysis (RCA)
Troubleshoot issues related to:
API integrations and failures
Data inconsistencies (imports, exports, segmentation)
Campaign execution and analytics discrepancies
Tracking, SDK behavior, and deliverability concerns
Perform advanced SQL analysis for data validation and debugging
Collaborate with Engineering and Product teams for bug identification and fixes
Ensure proper documentation of issues, RCA, and solutions
Support and mentor CX Support Executives in troubleshooting and communication
Identify recurring issues and suggest process or product improvements
Ensure adherence to SLAs, quality standards, and support workflows
Requirements
4–5 years of experience in SaaS / Technical Support / CX roles
Strong experience in handling escalations and critical issues
Excellent written and verbal communication skills
Ability to provide clear, concise, and client-friendly technical explanations
Strong analytical thinking and problem-solving skills
Technical Skills
Strong proficiency in SQL and relational databases (must-have)
Solid understanding of REST APIs, request/response handling, and debugging
Experience with JavaScript, HTML, and web tracking integrations
Good understanding of data flows and system integrations
Familiarity with helpdesk and ticketing tools (Jira, Zendesk, Freshdesk, etc.)
Nice to Have
Experience with mobile SDKs (Android/iOS/React Native/Flutter)
Knowledge of DNS and deliverability concepts (SPF, DKIM, push tokens)
Experience with CDMP, CRM, or marketing automation platforms
Exposure to event tracking and analytics systems
Benefits
Growth Opportunities:
Access to professional development and career growth within a rapidly expanding SaaS company.
Collaborative Culture:
Work in a supportive and innovative environment where your contributions are valued.
Competitive Benefits:
Enjoy a comprehensive benefits package.
D.engage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all Team Members
