Application Support Engineer - Electrical/Electronics

Key Responsibilities:

• Technical Support & Troubleshooting:

• Provide expert-level technical support to customers and internal users via phone, email, chat, and remote desktop tools for issues related to System.
  
• Diagnose and resolve complex technical problems, including software bugs, configuration issues, data integrity problems, and performance bottlenecks, specifically within the electrical and electronics domain.
  
• Analyze circuit schematics, board layouts, system architectures, and relevant data to pinpoint root causes of application failures or unexpected behavior.
  
• Replicate reported issues in test environments to facilitate thorough investigation and solution development.
  

• Customer/User Engagement:

• Communicate technical information clearly and concisely to both technical and non-technical audiences.
  
• Maintain a high level of customer satisfaction through professional and efficient problem resolution.
  
• Provide guidance and best practices to users on the effective use of applications/systems.
  

• Collaboration & Escalation:

• Collaborate closely with R&D, Product Development, and Engineering teams to escalate unresolved issues, provide detailed feedback on recurring problems, and contribute to product improvements.
  
• Work with cross-functional teams to test, validate, and deploy new application versions, patches, and updates.
  
• Contribute to the refinement and documentation of application operational procedures.
  

• Documentation & Knowledge Management:

• Create and maintain comprehensive technical documentation, including knowledge base articles, FAQs, troubleshooting guides, and user manuals.
  
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the designated ticketing system (CRM).
  
• Contribute to building an internal knowledge base to improve support efficiency and consistency.
  

• Continuous Improvement:

• Identify recurring issues and trends, and propose solutions or process improvements to enhance application stability and user experience.
  
• Stay up-to-date with industry trends, new technologies, and advancements in electrical/electronics engineering and related software applications.
  
• Participate in training and professional development activities to enhance technical skills and product knowledge.