Customer Support Engineer

About Tiffyn.ai

Tiffyn.ai is an AI-powered meal planning and pantry management app designed to simplify daily cooking decisions for millions of households. We are building a product-first, user-obsessed team, and support will play a central role in shaping user experience.

Role Overview

We are looking for a proactive Support Engineer who can set up and run the entire support infrastructure for Tiffyn.ai using Freshdesk Omni. This is not a traditional support role. You will own support operations end-to-end, build automation workflows, analyze trends, and function with a founder mindset to ensure our users have a smooth and delightful experience.

Key Responsibilities

FreshDesk setup and Automation:

• Set up Freshdesk Omni , including ticketing, chat, SLAs, automations, workflows, and agent routing.
• Build and maintain chatbot flows using Freshdesks bot platform.
• Integrate Freshdesk with other tools, including WhatsApp, app SDKs, Slack, etc.
• Create the entire knowledge base , FAQs, and help center structure.

Support Operations:

• Own support SLAs, escalation paths, and customer communication templates.
• Handle first-level ticket analysis, identify recurring issues, and escalate product bugs to the dev team.
• Use AI tools like Claude Code, ChatGPT, and Zapier to automate repetitive queries.

Analytics & Reporting:

• Build weekly dashboards to track:
• Ticket volume
• Response/resolution times
• CSAT
• Issue categories
• Feature request trends
• Present insights to product and engineering teams to improve user experience.

User Experience & Product Thinking:

• Identify usability issues and share actionable feedback with the product team.
• Work closely with founders to refine support processes as we scale.
• Think beyond resolving tickets, focus on reducing ticket generation and improving product flow.

Qualifications, Skills & Experience

• 3+ years of experience in customer support engineering or support operations.
• Hands-on experience with Freshdesk Omni setup, automation, workflows, and chatbots.
• Strong understanding of SLAs, escalation processes, ticket triage, and service documentation.
• Fluent in English and Hindi (written and spoken).
• Comfortable using AI tools such as Claude Code, ChatGPT.
• Experience building dashboards and working with basic data analytics.
• Ability to understand technical issues and collaborate with developers.
• Must be proactive, solution-oriented , and comfortable with early-stage startup pace.

Good to Have

• Experience supporting a mobile-first consumer product.
• Knowledge of API integrations, JSON, and webhook basics.
• Experience with tools like Slack, Firebase, GA4, Notion, Jira.

Personality Trails We Value

• Founder mindset: takes ownership instead of waiting for instructions.
• Detail oriented: notices patterns and flags issues before users complain.
• Analytical: uses data to make decisions and improve support flows.
• Excellent communicator: clear, concise, and empathetic with users.