Job Title: Technical Support Engineer
Location: Hyderabad, India
Experience Level: 0 – 1 Years
Qualification: Bachelor’s Degree
Job Description:
We are seeking a passionate and motivated individual to join our team as a Technical Support Engineer. In this role, you will find yourself in a stimulating and collaborative environment that encourages technical innovation. As a front-line representative of our company, you will interact with a diverse range of enterprise customers from around the globe, making exceptional communication skills essential. Your ability to effectively communicate technical concepts to non-technical users will be crucial in this position.
The Technical Support Engineer role is not just about resolving issues; it’s about creating a positive customer experience and ensuring our clients can leverage our products to their fullest potential. This position requires a proactive attitude, a strong desire to learn, and a commitment to providing top-notch service. You will be an essential part of our customer support team, contributing to customer satisfaction and long-term relationships.
Responsibilities:
As a Technical Support Engineer, you will have a variety of responsibilities, including but not limited to:
Customer Support: You will provide technical assistance to enterprise customers through multiple channels, including web, email, and online sessions. This involves addressing customer inquiries, troubleshooting issues, and ensuring customers are satisfied with the solutions provided.
Problem Identification: Your role will involve performing problem determination to identify and isolate failure points. This includes analyzing hardware, applications, customer setups, and documentation to diagnose the root cause of technical issues effectively.
Ownership of Issues: Taking quick ownership of customer issues is vital. As the first line of support (L1), you will strive to resolve customer problems promptly, minimizing downtime and ensuring customer satisfaction.
Escalation Procedures: For unresolved issues, you will follow standard procedures to escalate them to the appropriate internal teams. This requires accurate analysis and issue recreation to facilitate swift resolution.
Research and Diagnosis: You will research, diagnose, and troubleshoot non-standard customer issues. This means developing a deep understanding of our products and services to identify the most effective solutions.
Product Improvement: A key aspect of your role will be to gather feedback and funnel product improvement requests to the engineering development pipeline. Your insights from customer interactions will help shape future product enhancements.
Sales Support: Collaborating with the sales team is also part of your duties. You will assist in handling pre-sales questions and, where appropriate, pass potential sales leads to the sales team.
Customer Satisfaction Champion: Above all, you will champion customer satisfaction in all interactions, ensuring that customers feel valued and supported throughout their experience with our company.
Requirements:
We are looking for candidates who meet the following criteria:
- Experience: 0-1 year of experience in IT, technology, or technical support (L1/L2).
- Communication Skills: Exceptional communication and presentation skills, with the ability to convey complex information clearly and effectively to various audiences.
- Technical Knowledge: Familiarity with communication protocols such as I2C, SPI, CAN, or USB is required.
- Programming/Scripting: Proficiency in programming or scripting languages such as C, C++, or Python, as well as XML.
- Embedded Technology: Prior experience in providing L1/L2 support in embedded technology environments is preferred.
- Hardware and Software Troubleshooting: Good knowledge and hands-on experience with personal computer configurations, both software and hardware, and effective troubleshooting methods.
- Operating Systems: Experience with a diverse range of operating systems, including Windows, Mac OS X, and Linux.
- Education: A Bachelor’s degree in Computer Science, Electronics Engineering, or a related field is required. Additional certifications in Embedded Systems, Python programming, or IT support may be advantageous.
Education & Qualifications:
- Required: Bachelor’s Degree in Electronics and Communication Engineering (or equivalent)
- Preferred: Master’s Degree in Electronics and Communication Engineering (or equivalent)
Skills:
- Proficient in I2C, SPI, CAN, USB
- Experienced in C, C++, Python, and XML