Technical Support Engineer Customer Engagement Specialist - PeopleOne Technology

Technical Support Engineer (Customer Engagement Specialist), Enterprise LMS

Location: Chenai Experience: 5 to 8 years Function: Product and Customer Engagement

About the role

This is not a ticket-routing job.

PeopleOne which is earlier called as ExpertusONE is an enterprise learning platform used by global organisations to run compliance training, certification programs, instructor-led and virtual sessions, and skills development at scale across tens of thousands of learners. When something behaves unexpectedly in an environment like that, the question is rarely "did the user click the wrong button." It is usually a configuration interaction, an integration payload, a permissions model edge case, or a genuine defect hiding behind three layers of plausible explanations.

We are looking for someone who can tell the difference, and prove it.

You will own customer-reported issues end to end: reproduce them, isolate the root cause, resolve what can be resolved through configuration or guidance, and hand the rest to Engineering with a diagnosis sharp enough that they can start fixing instead of start investigating. You are the person who makes the difference between a bug report that says "enrollment is broken for this customer" and one that says "enrollment fails when a training plan has sequencing enforced and the learner holds a prior exempted module, here is the reproduction path, here are the three affected tenants, here is the query that identifies them."

If you enjoy the puzzle more than the ticket count, read on...

What you will do

Investigate and diagnose

• Take ownership of escalated customer issues across the platform: enrollments, training plans, compliance and certification workflows, ILT and virtual classroom sessions, content playback (SCORM, xAPI, AICC, cmi5), reporting and analytics, notifications, mobile, and integrations.
• Reproduce issues in test environments. Establish what is configuration, what is data, what is expected behaviour that the customer did not expect, and what is a genuine defect.
• Query production data (read-only) to quantify blast radius: how many learners, which tenants, since when, and under what conditions.
• Read application and integration logs, trace API request and response payloads, and inspect webhook and SSO flows to isolate where a transaction actually failed.
• Distinguish correlation from causation. The most recent change is not automatically the cause.

Resolve and communicate

• Resolve issues directly where the fix is configuration, data correction, workflow redesign, or customer enablement.
• Write customer-facing responses that a non-technical LMS administrator can act on: what happened, what the impact is, what we are doing, what they need to do, and by when.