Product Support Specialist (Pacific Time Working Hours)

About Us

Blueshift is a venture-funded startup headquartered in San Francisco. Our AI-powered marketing platform empowers cutting-edge B2C brands to drive 1:1 marketing on every channel. With Blueshift, marketers are in full control of automating various forms of personalized messaging across every engagement channel. Blueshift is trusted by leading digital brands like Udacity, LendingTree, BBC, and Paypal to automate their customer engagement marketing. Gartner has recognized us as a “Cool Vendor for AI in Marketing”.  Blueshift is founded by repeat entrepreneurs who previously built Mertado.com (acquired by Groupon to become Groupon Goods), and were part of the early team behind Kosmix (acquired by Walmart to become @WalmartLabs). Top-tier VCs, including Nexus Venture Partners, Storm Ventures, Luma Partners, and SoftBank Venture Asia, back us.  Blueshift has now started staffing a new development center in Pune, India. As part of Blueshift, you will work on cutting-edge technologies, including machine learning, artificial intelligence, big data, and large-scale distributed data systems. 

We are looking for a Product Support Specialist based in Pune, India to help drive forward our mission in providing best-in-class quality service and achieving high-levels of customer satisfaction and success. This role will be responsible for our post-sales support. The position will report to the Sr Director of Product Support. 

This is an exciting opportunity for motivated individuals to build a great career.

Product Support Specialist (Pacific Time Working Hours)

What you'll do:

• Be the product expert and provide technical and non technical support via tickets, phone and chat
• Analyze, track and resolve customer questions in a prompt manner to ensure the highest level of client satisfaction
• Identify, organize and prioritize issues based on severity and customer impact
• Document problem resolution steps, compile and update user documentation, including but not limited to training materials, technical manuals, technical support FAQs
• Communicate effectively with other cross-functional team members to translate business needs and product requirements into new solutions for customers

Must Have Requirements:

• Must be located in Pune area or prepared to relocate there.
• Work remotely for US West Coast hours shift 4 days a week (9:00 AM - 6:00 PM PST / 10:00 PM - 7:30 AM IST - Mon - Fri)
• Work in office 1 day a week during  India day shift (9:00 AM - 6:00 PM IST)
• Be available for monthly weekend on-call shifts
• 1-2 years in Enterprise SaaS support roles or equivalent experience
• Exceptional understanding of customer service, technical issue resolution, and support best practices
• Solid understanding of web technologies such as HTML, CSS, JSON, and JavaScript
• Proficiency using JIRA, Zendesk or similar ticketing systems
• Experience with marketing automation platforms such as Capillary Technologies, Insider CRM, CleverTap, MoEngage, Marketo, Mailchimp, Klaviyo, Iterable etc
  
  

Nice to Have:

• Familiarity with email design (HTML/CSS), email deliverability and CAN-SPAM/CASL compliance requirements
  
  

 Perks and Benefits

• Competitive salary along with stock option grants.
• Excellent hospitalization, personal accident, and term insurance coverage.
• Located in a top-notch facility in Baner - one of the best neighborhoods for tech startups.
• Daily catered breakfast, lunch, and snacks along with a well-stocked pantry.
• A team that cares about you.