Senior Customer Technical Manager

Fortune 500 clients and government agencies trust eGain AI knowledge solution to improve customer experience and reduce cost of service. Top rated by Gartner, eGain AI Knowledge Hub orchestrates AI and experts to deliver trusted answers to customers, agents, and field staff.

We dream big and sweat details. We are diverse, optimistic, and tenacious. We take pride in what we do but we don’t take ourselves too seriously. If work is fun for you, talk to us. We will not waste your time.

### **Responsibilities**

• Own the portfolio of worldwide eGain customers as the primary technical point of contact
• Drive the timely resolution and escalation of all customer issues and enhancements coordinating across Support, Services, Engineering, and Product
• Coach and guide Customer Technical Analysts on customer issue tracking, escalation handling, and technical communication
• Track and identify adoption gaps
• Collaborate with cross functional teams to address adoption gaps and resolve systemic issues affecting multiple customers

### **Education and Experience**

• Bachelor’s degree in a STEM discipline
• 3 to 5 years in a technical customer\-facing role (Technical Support, Technical Account Management, Solutions Engineering, or Professional Services)
• Strong working knowledge of AI Technology Solutions, APIs, and integration patterns
• Proven track record of owning and resolving high\-severity customer escalations
• Demonstrated ability to mentor or coach peers

### **Our Hiring Process is “Easy with eGain”**

### **Step 1**

Written test

• Aptitude section – this is a GRE style test (60 minutes or less)
• Functional section – this is a take\-home test

### **Step 2**

Panel interview (in\-person at eGain Pune office)

### **Next step**

Email your resumé to indiahrrecruitment@egain.com with the position title “Senior Customer Technical Manager” in the email subject.