Support & Implementation Engineer

About Pickcel

Pickcel is a fast-growing, globally trusted SaaS platform for cloud-based digital signage. We help businesses across retail, hospitality, education, and enterprise sectors manage and deliver compelling content across screens anywhere in the world. With customers spanning India, the UK, the US, and beyond, we're on a mission to make digital signage effortless and powerful.

About the Role

We're looking for a sharp, communicative, and technically capable Support & Implementation Engineer to be the face of Pickcel for our customers. You will own the end-to-end customer experience from onboarding and implementation to day-to-day support ensuring customers get maximum value from our platform.

This is a high-ownership, customer-facing role that requires someone who can think on their feet, communicate with clarity, and solve problems with a smile.

What You will Do

• Onboard new customers and lead platform implementation guiding them from sign-up to go-live
• Serve as the first point of contact for technical support queries via email, chat, and calls
• Diagnose and resolve issues related to screen connectivity, content scheduling, hardware setup, network configuration, and integrations
• Conduct product training sessions and walkthroughs for new and existing customers
• Create and maintain support documentation, FAQs, and step-by-step guides
• Collaborate with the product and engineering teams to escalate, track, and close bugs
• Proactively monitor customer health and flag risks to the customer success team
• Occasionally support US-based implementations outside standard hours (rare)

What We are Looking For

• 2+ years of experience in technical support, implementation, or customer success preferably at a SaaS company
• Exceptional communication skills written and verbal, in English; you can explain complex things simply
• Strong aptitude and problem-solving ability you enjoy figuring things out
• Comfortable working with customers across India and UK time zones
• Working knowledge of networking basics Wi-Fi, LAN, firewalls, proxies
• Experience with any customer support or ticketing tool (Freshdesk, Zendesk, Intercom, Jira, or similar)
• Ability to read basic HTML, JavaScript, or REST APIs is a strong plus
• Experience in digital signage, AV technology, or IoT is a bonus but not required

Why Join Pickcel?

• Work with a diverse, global customer base from day one
• Be part of a collaborative, fast-moving startup where your work directly impacts customers
• Opportunity to grow into customer success, pre-sales, or product roles over time
• Centrally located Bengaluru office with a high-energy team culture

If you love solving problems, talking to customers, and working with cutting-edge SaaS technology we'd love to hear from you.