Junior Support Engineer

Job Title:

Experience:

Location:

Role Summary:

We are actively seeking a talented and proactive Remote Support Engineer to join our expanding team. In this role, you will play a vital part in ensuring our customer success by providing exceptional technical support through various channels, including phone, email, and chat. Your responsibilities will include troubleshooting technical issues, offering clear instructions, and continuously monitoring and improving customer experience

Responsibilities:

• Provide prompt and effective first-line technical support to customers via phone, email, and chat.
• Proactively monitor customer sites through dashboards, identifying and addressing potential issues before customers report them.
• Build tools to automate & improve support processes such as live dashboards, automated responses, etc
• Micro-analyze AMR and software products from all engineering perspectives hardware and software
• Troubleshoot and resolve a diverse range of technical issues, demonstrating a strong understanding of electronics PCB and components.
• Diagnose problems swiftly and identify root causes to deliver efficient solutions.
• Offer clear and concise instructions to customers, empowering them to resolve issues independently when possible.
• Document all customer interactions, ensuring comprehensive and accurate records.
• Collaborate with team members and escalate complex issues to senior engineers when necessary.
• Stay abreast of the latest technologies and products to provide informed support.
• Continuously enhance your skills and knowledge through proactive learning initiatives.
• Prepare user interfaces using our no-code syncOS platform
• Coordinate and execute the remote deployment of our products in collaboration with our trusted partners and internal installation teams.

Qualifications

• Bachelor's degree in computer science/electronics, engineering, or a related field (or equivalent experience).
• 1-2 years of hands-on experience in technical support.
• Basic knowledge of electronics & electrical systems
• Basic knowledge of automation systems & equipment like PLCs, conveyors, etc

Key Traits Candidates Must Possess:

• Excellent problem-solving and critical thinking skills.
• Exceptional communication and interpersonal skills.
• Ability to work both independently and collaboratively within a team.
• Strong time management skills to prioritize and handle multiple tasks effectively.
• Proven ability to troubleshoot and resolve technical issues efficiently.
• Able to work during night shift
• Prior experience working on mobile robot solutions and ROS is an added advantage.
• Able to travel to sites 10% of the time