Technical Operations Engineer– Enterprise Customer Success

Ovii's Interpretation of the Role

The Technical Operations Engineer – Enterprise Customer Success ensures the reliability, availability, and performance of Kapture CX's enterprise SaaS platform. You will troubleshoot production incidents, drive root‑cause analysis, and work directly with large enterprise customers while partnering with engineering, product, DevOps, and customer success teams.

Role Snapshot

• Own reliability of enterprise deployments
• Troubleshoot complex production incidents
• Drive root‑cause analysis and permanent fixes
• Develop automation scripts and SQL queries
• Maintain 24×7 operational readiness and SLAs
• Collaborate across Engineering, Product, DevOps, and CS
• Communicate proactively with enterprise customers

Must-Have Requirements

• SQL
• Scripting (Java, Python, JavaScript, Bash)
• Troubleshooting production issues
• Understanding of web applications/APIs
• Database knowledge
• Distributed systems concepts
• Incident management
• Root‑cause analysis
• production support
• incident management
• troubleshooting complex systems

Nice-to-Have Signals

• Experience with SaaS/CRM products
• Automation scripting experience
• SaaS/CRM product support
• automation development

Work Setup

• Location: Bengaluru, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Own the operational health and reliability of enterprise customer deployments
• Investigate and resolve production issues across application, infrastructure, database, API, and integration layers
• Perform root‑cause analysis, implement permanent fixes, and improve platform monitoring
• Write SQL queries and create automation scripts to boost operational efficiency
• Configure Kapture CX products to meet customer SLAs and improve outcomes
• Proactively identify recurring problems and support 24×7 readiness
• Partner with Engineering, Product, QA, DevOps, and Customer Success to deliver a seamless experience
• Communicate status and solutions clearly to enterprise customers and internal stakeholders

Good Fit If You Have

• Prior experience supporting SaaS or CRM enterprise products
• Background in production support or incident‑management environments
• Experience building automation scripts to streamline operations