Location: Chennai About The Role As a member of the Global Customer Support department and reporting to the Manager of Technical Support, you will play a pivotal role as an internal support escalation subject matter expert. Our technical support services provide our customers with resolving technical challenges involving multiple platform issues, data flows, networking, communication failures, and KPI calculations for customer assets. The Technical Support Specialist is the 1st line of support for incoming issues, requests and phone calls, This position involves prioritizing incoming requests, assigning tasks to appropriate support teams, and ensuring timely and efficient responses to customer concerns while maintaining a high level of customer In this role, you will support our customers by resolving technical challenges involving platform issues, data flows, networking, communication failures and more.. This is part of the shifting 24x7 schedule that includes weekends. What You Will Be Doing Receive, triage, and prioritize incoming technical support calls from customers. Receive incoming support requests through various channels such as phone and ticketing systems. Assess and prioritize cases based on urgency, impact, and customer Service Level Agreements (SLA) Gather detailed information from customers to accurately identify and document issues, including relevant symptoms, error messages, and troubleshooting steps already taken. Update the client as support tickets progress and communicate issue resolution. Troubleshoot and diagnose data flow issues from remote sites into the Cloud. Perform diagnostic tests to resolve straight-forward issues or escalate complex cases to appropriate support tiers or subject matter experts. Identify and escalate priority issues or service disruptions to appropriate personnel, such as support managers or senior support specialists, for resolution. Ensure timely resolution of escalated issues to minimize the impact on customers. Maintain accurate and up-to-date records of support requests, including details of the issue, troubleshooting steps taken, resolution provided, and any follow-up actions required. Serve as the face of CLIENT with our Customers. Strive to meet or exceed customer satisfaction targets by providing professional, empathetic, and effective support experiences. Gather customer feedback and insights for continuous improvement. Provide expert technical support for SaaS Solutions used in renewable energy applications, particularly for solar, wind, storage and hybrid sites. Assist clients with troubleshooting, and resolving technical issues related to SCADA system operations, data collection, and control processes. Troubleshoot, diagnose, SaaS-related issues in real-time, ensuring minimal downtime for clients. Respond to customer inquiries through various channels (phone, ticketing system) with clear, concise, and actionable solutions. Create and maintain detailed documentation for the resolution provided in the support ticketing system. Create knowledge articles of recurring issues solutions, best practices and configuration guidelines in the knowledge base system. Collaborate with internal teams, including engineering, product development to escalate and resolve more complex issues. Own Customer issue resolution and communication from start to end including engaging cross-functional teams for assistance in the background. Participate in weekly on-call rotation. What You Will Need To Be Successful We believe you enjoy working in a purpose-driven organization and thrive in an environment where you need to find creative solutions to challenging problems in a fast-changing context. This also means that you effectively manage multiple tasks of varying complexities, work well in a fast-paced environment, and are driven by continuous learning and growth. Specifically, we are looking for someone with the following toolbox: Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred). Minimum of 3 years of experience in a technical support role. Renewable industry or operations & maintenance (O&M) preferred). Knowledge of CRM / Ticketing system as well as ticketing workflows. Competencies And Qualifications Software Proficiency. Proficient in using relevant software and support tools, CRM platforms like Freshdesk as well as Technical Support ticketing workflows. Familiarity with SaaS (Software as a Service) products and technologies is a plus. Database Knowledge. Familiar with SQL and relational databases. Cloud Computing. Good understanding of cloud computing platforms and databases such as Azure and AWS (Amazon Web Services). Computer Networking Expertise. Experience working with Linux and networking fundamentals. Good understanding of networked devices and communication protocols. The ability to diagnose and resolve technical issues efficiently is fundamental. This includes researching problems, following procedures, and using relevant tools. Soft Skills Communication Empathy and Customer Focus Time Management and Prioritization Adaptability Team Player
Location: Chennai About The Role As a member of the Customer Support department and reporting to the Director, Technical Support, you will play a pivotal role as an internal support escalation subject matter expert. Our technical support services provide our customers with resolving technical challenges involving platform issues, data flows, networking, communication failures, and KPI calculations for the customer assets. This role is responsible for overseeing the technical support team to ensure efficient operations and exceptional customer service aligned with our 24/7 Global Support Team. Additionally, it involves managing support processes, enhancing team performance, documentation preparation and maintaining a high standard of technical issue resolution. Finally, it involves managing a small team of technical support specialists. What You Will Be Doing Lead and manage a team of Technical Support specialists. Provide guidance, training, and mentorship to ensure excellent customer service and technical expertise as well as cultivate a positive work environment, strengthen teamwork, and knowledge sharing to ensure their professional development and function. Collaborate with your team to troubleshoot and resolve complex technical issues related to CLIENT’s products and other services within. Analyze problems, identify root causes, and implement solutions and making sure to incorporate best practices that are aligned with the Product roadmap and technology considerations Interact with customers as well as the technical support team to understand their challenges and requirements. Provide clear and concise explanations of technical concepts in writing and verbally to our customers on the resolution of tickets via email, meetings or conference calls. Manage and escalate high-priority and critical customer issues to appropriate levels within the organization. Perform standard personnel management responsibilities to support team member development, goal setting, annual performance reviews as well as vacation and paid time off approvals. Coordinate the day-to-day work of a technical support team focused on successfully maintaining the customer assets on CLIENT’s products. Ensure accurate documentation of technical issues, solutions, and best practices. Maintain a knowledge base to aid in efficient issue resolution and to facilitate continuous learning. Continuously evaluate and improve technical support processes to enhance efficiency and customer satisfaction. Identify trends in support requests and work with relevant teams to address recurring issues. Co-operate with the rest Technical Support Managers and your Director to improve technical support processes and documentation Serve as a technical expert on CLIENT’s platform with our customers for data-related issues, such as data flow issues, KPI calculations, and software logic. What You Will Need To` Be Successful Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred). Minimum of 5 years of experience in a technical support role in the renewable industry or operations & maintenance (O&M). Extensive knowledge of Freshdesk as well as Technical Support ticketing workflows. Previous working experience in project management, schedule management, risk management, and issue resolution. Good understanding of renewable energy sources: Such as Wind, solar, and energy storage systems Knowledge of data acquisition systems, SCADA. Ability to interpret networking, data flows, and electrical diagrams. Knowledge of common industrial communications protocols like Modbus RTU/TCP, OPC DA/UA, and DNP3. Understanding of OSI Soft’s PI system and SQL Database. Preferred Experience Minimum of 2 years' experience as a lead or manager of a technically focus team Knowledge of SQL, Python, or other scripting tools to perform data analysis. Knowledge of Linux Competencies -Technical Skills Technical Knowledge and Expertise: A deep understanding of the products, services, or systems being supported is essential. Troubleshooting: This includes researching problems, following procedures, and using relevant tools. Software Proficiency: Support team members should be proficient in using relevant software and tools, such as CRM systems, ticketing systems, diagnostic tools, and communication platforms. Product Knowledge: Managing and updating knowledge bases is critical for providing consistent and accurate information to customers or colleagues. Innovation: Innovation is a valuable competency for support team members, enabling them to find creative solutions to customer issues and improve internal processes. Leadership Skills Communication: Effective communication fosters understanding, trust, and collaboration within a team. Emotional Intelligence: It's vital for building strong relationships, resolving conflicts, and making empathetic decisions. Decision-Making: Leaders need strong decision-making skills, including analyzing situations, weighing pros and cons, and making informed choices. Adaptability: Leaders should be open to new ideas, pivot when needed, and help their teams navigate change effectively. Inspiring and Motivating: Leaders set a compelling vision, set clear goals, and provide encouragement and recognition.
Location: Chennai About The Role The Technical Support Engineer’s primary responsibility is to provide remote technical guidance to customers. This position directly involves troubleshooting hardware, software, and/or firmware to identify problems which prevent the customer’s data acquisition system (DAS) from functioning properly. The successful applicant will work collaboratively with local and remote team members, as well as interact on a regular basis with other company resources, experts and management located in various parts of the world. We are a global team providing top notch support to all customers on a 7 x 24 basis. Key Responsibilties Customer Support & Issue Management Serve as the first point of contact for incoming support requests via phone, and ticketing systems. Triage, prioritize, and categorize issues based on severity, customer impact, and SLAs. Collect and document detailed issue information including symptoms, error messages, logs, and prior troubleshooting steps. Communicate regularly with customers on ticket progress, updates, and resolution status. Ensure timely escalation of critical issues to appropriate internal teams (Tier 2/3, Engineering, Product, SCADA Delivery). Own the issue lifecycle—from intake to resolution—coordinating internal collaboration as needed. Technical Troubleshooting & Diagnostics Troubleshoot software, hardware, and network-related issues across SCADA/EMS systems and cloud infrastructure. Identify and resolve data flow interruptions from remote SCADA sites into our SaaS platform. Execute diagnostic tests, apply configuration changes, and provide actionable solutions for known issues. Collaborate cross-functionally on complex problems involving firmware, network communications, field devices, and cloud integrations. Coordinate RMAs for hardware failures, ensuring compliance with warranty and repair policies. Documentation & Knowledge Sharing Maintain accurate and up-to-date support tickets, including all troubleshooting actions, findings, and final resolutions. Contribute to internal knowledge base articles, including FAQs, configuration guides, and repeat issue solutions. Provide feedback to engineering and product teams to improve product reliability, supportability, and usability. Team Participation & Availability Participate in a rotating on-call schedule to support customers outside of standard business hours. Collaborate with team members in regular standups, case reviews, and training sessions. Qualifications Required We believe you enjoy working in a purpose-driven organization and that you thrive in an environment where you need to find creative solutions to challenging problems in a fast-changing context. This also means that you are effective at managing multiple tasks of varying complexities, work well under pressure, and are driven by continuous learning and growth. Specifically, we are looking for someone with the following toolbox: Bachelor’s degree or equivalent in electrical engineering, Renewable Energy, Computer Science, or a related technical field. Proven experience (2+ years) in SCADA delivery, technical support, or a similar customer-facing role, particularly with SCADA systems in the renewable energy industry. Strong understanding of SCADA systems, network protocols, data acquisition, and remote monitoring technologies. Familiarity with renewable energy sources, including solar, wind, and energy storage systems, is highly desirable. Excellent problem-solving skills and the ability to think critically under pressure. Strong communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users. Ability to work effectively in a fast-paced environment and manage multiple support requests simultaneously. Experience with ticketing systems and customer relationship management (CRM) tools is a plus. Flexibility and a strong customer service mindset. Familiarity with photovoltaic system construction and terminology Exhibits a positive and professional attitude Possesses a high level of organizational skills and the ability to multi-task Experience in Linux system is a plus
Location: Chennai Experience 10+ years of experience in regulatory compliance, audit, or policy functions at banks or consulting firms to interpret and contextualize regulatory circulars, guidelines, and reporting formats for the AI team and product features. Ability to produce jurisdiction-specific, auditable and accurate regulatory mappings. Key Responsibilities Ability for regulatory research and curation Ability to label documents with entities like “Obligation”, “Control”, “Policy”, “Effective Date” and define taxonomy, ontology for regulatory knowledge graph Ability to map regulations to internal policies and controls Ability to validate generated summaries and audit accuracy of AI audits Skills Regulatory frameworks from global regulatory agencies like RBI, SEBI, Fed, FCA, MAS etc.
Role Overview: You will be responsible for working with machine learning and natural language processing in document-heavy domains, particularly in finance, legal, and policy. Your main focus will be on data ingestion and preprocessing, NLP modeling, knowledge graph engineering, information retrieval, annotation and validation, MLOps, API integration, and more. Key Responsibilities: - Data Ingestion and Preprocessing: - Build and maintain data pipelines to ingest unstructured data from PDFs, gazettes, HTML circulars, etc. - Process data extraction, parsing, and normalization. - NLP & LLM Modeling: - Fine-tune or prompt-tune LLMs for summarization, classification, and change detection in regulations. - Develop embeddings for semantic similarity. - Knowledge Graph Engineering: - Design entity relationships (regulation, control, policy) and implement retrieval over Neo4j or similar graph DBs. - Information Retrieval (RAG): - Build RAG pipelines for natural language querying of regulations. - Annotation and Validation: - Annotate training data by collaborating with Subject Matter Experts (SMEs) and validate model outputs. - MLOps: - Build CI/CD for model retraining, versioning, and evaluation (precision, recall, BLEU, etc.). - API and Integration: - Expose ML models as REST APIs (FastAPI) for integration with product frontend. Qualification Required: - 4~6 years of experience in ML/NLP, preferably in document-heavy domains (finance, legal, policy). - Proficiency in Python and SQL. - Experience with Hugging face transformers, OpenAI API, Spacy, Scikit-Learn, LangChain, RAG, LLM prompt-tuning, LLM fine-tuning. - Familiarity with Pinecone, Weaviate, FAISS for Vector Search. - Knowledge of Airflow, Kafka, OCR (Tesseract, pdfminer) for Data Engineering. - Experience with MLflow, Docker for MLOps.,
Location: Chennai Scope Summary Congruent is seeking to support Generative AI Fabric development through its engineering team. The company’s engineers (“Vendor Personnel”) should have deep expertise in machine learning, large language models, advanced deep learning, data engineering, prompt optimization, and model fine-tuning. Familiarity with PyTorch or TensorFlow and experience deploying AI solutions on AWS, Azure, or GCP are essential. The team must also demonstrate a strong understanding of ethical AI practices, including bias mitigation, fairness, and regulatory compliance. Project Summary Design and build production-grade Generative AI systems, including LLM, RAG, and agent-based applications. Develop robust data pipelines, evaluation frameworks, and ensure system reliability. Optimize model architecture and inference/training stacks for performance and cost efficiency. Manage large-scale OpenSearch clusters and build ingestion pipelines for high-quality indexing and retrieval. Create reusable solution patterns and reference implementations. Troubleshoot issues across the ML lifecycle: data preparation, training, fine-tuning, evaluation, and serving. Collaborate with product management, research, and engineering teams, present at events and conferences. Sprint-based goals to deliver software enhancements and bug fixes for 360E services. Ongoing support for the 360E customer base to resolve issues and determine implementation needs. Other support as determined in application release roadmap. Technical Requirements BS/MS in Computer Science or related field; 10+ years of experience in distributed/cloud software development. Exceptional written and verbal communication skills. Demonstrated experience designing, implementing, and operating scalable AI/LLM systems in production. Hands-on expertise with LLM and Generative AI techniques, including parameter-efficient fine-tuning (e.g., LoRA/QLoRA), instruction tuning, and advanced prompt strategies. Practical experience with RAG architectures, vector search, and related tooling (OpenSearch, vector databases, PostgreSQL, Kafka). Proficiency in Python and shell scripting. Experience with LLM frameworks and LLMOps tools (LangChain, LlamaIndex, MLflow, KServe, Kubeflow, Triton). Proven ability to design data collection/annotation workflows and systematic evaluation for production quality. Strong publication record in top-tier venues is a plus. Preferred Qualifications Advanced degree (MS/PhD) preferred. Expertise in RAG solution architecture and knowledge stores (OpenSearch + vector stores). Experience delivering Generative AI and agent solutions. Familiarity with multimodal modeling and modern computer vision. Experience with LLM serving technologies (e.g., DeepSpeed, FasterTransformer). Public cloud experience; strong understanding of IaaS/PaaS and competitive cloud capabilities. Experience with fine-tuning (PEFT) and multi-task serving techniques. Deep understanding of Transformers, training methods, and optimizers; frameworks: PyTorch, JAX, or TensorFlow.