Senior Technical Support Engineer

Job highlights

• Working experience,certifications,or bachelor s degree in technical field

• Minimum of 4 years in a technical support environment for complex hardware and software solutions .

• Proven experience in driving initiatives,cross-functional collaborations,and holding others accountable to expectations .

• (Sr) Technical Support Engineers will provide technical and network problem resolution to end-users by diagnosing issues and engineering solutions for specific and general use cases

• Solutions include, but are not limited to adjusting network configurations, verifying and applying proper software configurations, working with field technicians to troubleshoot and correct physical installation issues, and compiling, pulling, and parsing various station and network logs, and as needed, working with the product and engineering teams on major customer issues

• Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner

What You Will Bring

• Tenacious commitment to customer focused support
• Comfort with making complex decisions and excited by "thinking outside the box"
• The ability to read and understand site drawings, field repair guides and product specifications
• Must have exceptional troubleshooting and advanced analytical thinking skills for complex issue resolution between hardware/software components
• Ability to accurately convey complex concepts in easily digestible communications both verbally and in writing
• Proven experience in driving initiatives, cross-functional collaborations, and holding others accountable to expectations
• Create test plans, test cases, and other documents based on software expectations and specifications
• Account management skills including investigating and understanding current and historical issues for specific accounts
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
• Ability to work effectively and complete tasks/projects with minimal supervision
• Open communicator, ability to give and receive actionable feedback
• Proactively identify areas of product improvement including design enhancements, failure analysis, and quality control
• Focuses and guides self in accomplishing work objectives
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

Requirements

• Minimum of 4 years in a technical support environment for complex hardware and software solutions
• Working experience, certifications, or bachelor s degree in technical field

Experiences desired:

• Embedded Linux, RTOS, System Administration, syslog parsing/triage
• Shell Scripting
• Networking fundamentals (TCP/IP, M2M communications, etc.)
• Power distribution and/or power electronics fundamentals, familiarity with AC/DC EV charging protocols: CCS, CHAdeMO, J1772 etc.
• Cloud based management platform and application support
• Documentation and creating knowledge articles
• Capture serviceability and supportability requirements to improve support deliver to customers.
• Ability to work with hardware and software engineering on problem resolution
• CRM tools such as Salesforce
• Jira or other bug management tools
• NetSuite or other ERP management tools
• Strong communication, interpersonal, motivational, and organizational skills

PAN India