At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.

About Khoros
Khoros is the leading customer engagement platform providing Social Media Marketing, Care and Monitoring Solutions. Khoros Customer Engagement Platform is built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000+ customers, including 52 of the Interbrand 100, Khoros has ten offices globally and powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.

Role

Technical Support Engineer

If you’re interested in being part of an amazing team that is a customer satisfaction leader and is working towards being one of the top global software support organizations, here’s where you’d be able to make a difference:

Monitor requests through multiple channels including email, chat and phone, providing support and responding to queries from our customers in an accurate and timely manner
Escalate problems to the correct teams where appropriate
Resolving complex requests without needing to escalate
Identifying documentation requirements in our knowledge base
Maintaining our high standards for customer communication and response times
Engaging in training opportunities on our products and key technical areas

We need a customer focused individual with an enthusiasm for technology and social media and who loves engaging with people. We’re looking for someone who gets a kick out of helping their colleagues as well as solving problems for customers. There’ll be plenty of opportunities to learn about our products and develop your career in a technical or customer-centric direction.

Role and Responsibilities

You’ll be responsible for providing technical support to our customers for Care Product. You will learn to understand the Care product from a functional and technical standpoint and be able to respond to customer queries, as reported via our ticketing system. The team sets high standards for the work they do while also maintaining a learning oriented work environment. You’ll be challenged to scale up quickly and learn many new technologies. This is a customer facing role.

Work on Severity 2/3 issues on Community Product for different customers.
Respond to customers within defined SLAs and committed timelines.
Escalate problems to the correct teams where appropriate.
Resolving simple to complex requests without needing to escalate.
File production deployment requests on behalf of our customers.
Identifying documentation requirements in our knowledge base.
Maintaining our high standards for customer communication and response times.
Engaging in training opportunities on our products and key technical areas.

What are the Scheduled Shifts?

Shift Days:

Sunday to Thursday

Shift Types:

EMEA shift- 2:00 PM IST to 10:00 PM IST

Required

3-5 years of experience in technical support roles, ideally supporting web applications or products.
Demonstrable interest in software and technology.
Ability to understand and troubleshoot technical issues.
Excellent written and spoken communication skills.
Able to communicate effectively between teams and individuals of varying technical expertise.
Familiar with checking logs, APIs, HTML and CSS
Able to multitask effectively while working on customer issues.
Ability to help and guide junior colleagues with cases as and when required.

Desirable

Experience in Web Technologies like HTML5, CSS, JavaScript, JQuery, etc. or Programming languages like Java, JEE, or python.
Experience in HTTP REST APIs
Understanding of SQL queries
User level experience of Linux Environment
General idea about Multi-Tier Web Application architecture
Technical or support certifications such as ITIL V3/V4

About Khoros

The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy.

Khoros offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.

Our Core Values

Accountability - We embrace an ownership mentality

Customer-Centricity - We are obsessed with achieving customer value

Agility - We move with urgency and purpose

Apply for this Job

* Required

First Name *

Last Name *

Email *

Phone

Resume/CV

Dropbox

(File types: pdf, doc, docx, txt, rtf)

Cover Letter

Dropbox

(File types: pdf, doc, docx, txt, rtf)

LinkedIn Profile

Website

What is your current CTC? *

What is your expected CTC? *

What is your official notice period? *

Do you have experience working on SSO? *

Are you authorized to work in the country in which you are applying? *

Are you currently on an employment Visa that grants you temporary authorization to work in the country you are residing? *

Have you worked for a Vista portfolio company within the last 5 years? *

I have read, understand, and agree to the collection and processing of my personal data, as described in Khoros’s Applicant Policy Statement. *

Khoros Applicant Policy Statement.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Khoros’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Are you Hispanic/Latino?

Please identify your race

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Disability Status

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

Security Code *

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.