Product Expert Customer Support Engineer

What is Findem:

Findem is HR 2.0. We’re a fast-growth startup with an ambitious vision and the technology to back it up. Our People Intelligence platform uses true AI and machine learning to provide critical solutions for talent acquisition and people analytics functions. With the deep insights that our platform provides, companies can build more engaged and diverse teams, and close their talent gaps faster. We have an amazing opportunity to establish ourselves as leaders in this space, and we need strong advocates to help us achieve that goal.

We’re backed by top-tier investors including Wing Venture Capital – the same firm that backed Snowflake, Cohesity, and Gong. Findem powers businesses across scaling, pre-IPO, and publicly traded companies who trust us to solve their biggest HR and Talent challenges. We have an incredibly skilled and collaborative team that values curiosity, diversity, openness and building great experiences every day for our customers. By joining Findem, you will have the unique opportunity to help define what the future of HR looks like for every business.

Role - Product Expert/Customer Support Engineer Employer: Findem Location: (Bangalore, India) Industry Sector: SaaS Employment Type: Full Time Work Model: Hybrid

Role Purpose and Scope As a Product Expert at Findem, you'll be assisting Client Success and Sales to drive solutions for Findem clients. You will be a Findem expert in order to provide both out-of-the-box and custom workflows to drive high customer satisfaction and engagement. We're looking for a self-motivated, driven individual with a growth mindset and positive attitude. A general outline of the Product Expert role is included but not limited to the following:   Build deep product and workflow expertise, handle the most complex client asks, and elevate the knowledge of the support organization. Partner with Engineering and Products on multiple business projects to build more user and support-friendly applications and workflows. Engage with clients, prospects, sales, and client success to answer technical questions and collaborate on client goals.   The Product Experts will work closely with Findem's development team to help drive and improve platform supportability and stability by partnering on strategic tooling initiatives.

Key Responsibilities

• The team is looking to hire an individual with experience in debugging and testing platforms. Having experience in Java or React is a plus but optional.
• Engage with Findem users, products, processes, and services as well underlying analytics.
• Own complex Findem user inquiry demonstrating technical knowledge to determine root cause and steps to resolve.
• Drive support and product initiatives by engaging regularly with development teams.
• Act as a key liaison between Findem Client Service, Findem Client Engagement, Implementations, Product Marketing, Engineering, and the wider Findem business.
• Work with key stakeholders across the Findem business to deliver against product-specific, high-impact projects.
• Analyze client inquiry trends using data and user feedback and implement solutions to improve workflows and products.
• Identify function gaps and areas of strategic improvement from a product perspective.
• Formulate and implement strategic objectives to improve the Findem user experience through process and technology enhancements.
• Deployment of new products and functionalities with Product Managers, Developers, Sales, and Marketing.
• Ability to handle demanding and difficult customers and their expectations.
• Taking ownership of your time with the team and making a difference.

Desired Qualifications

• Bachelor's degree or higher.
• In-depth technical understanding and knowledge of recruiting processes and workflows.
• Deep academic knowledge or hands-on experience of Databases (Mongo, MySQL) Ability to work with REST APIs (web services) programmatically (in typescript, python) is a plus.
• 2+ years in a client-facing or product role focusing on Human Resources or Talent Acquisition applications, theories, and workflows.
• Previous knowledge and experience with Human Resources or Talent Acquisition tools.
• Ability to work in a fast-paced environment with high self-assurance, positive demeanor, and drive.
• A desire to continuously learn and build product and workflow expertise.
• Strong presentation skills and ability to tailor an approach to all corporate levels.
• Outstanding communication and interpersonal skills.
• Technically proficient, experience in diagnosing the root causes, and ability to problem solve.
• Experience with automation or Artificial Intelligence (AI)  tools and support tooling experience is a plus.