Senior CX Support Executive

DEngage 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 Senior CX Support Executive 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

Job Type: Full-time

Pay: From Rs100,000.00 per month

Work Location: Hybrid remote in Karachi