About Us Neewee is an Enterprise SaaS Solutions provider in Manufacturing Scheduling, specializing in Production, Quality Control, and Maintenance Scheduling across critical sectors including Pharmaceuticals and Process Industries. We are committed to innovation, operational excellence, and empowering our clients with intelligent, future-ready scheduling and manufacturing solutions. Role Summary Seeking a proactive Technical Support Engineer to deliver exceptional enterprise customer support for Neewee products, driving timely issue resolution, product adoption, and customer success. The role requires strong technical acumen, structured problem-solving, and effective cross-functional collaboration with Product, Engineering, and Analytics teams. Key Responsibilities Ø Provide accurate, timely responses to clients by diagnosing issues and guiding them through corrective steps. Ø Deliver services and resolve incidents/problems in adherence to SLAs and service agreements. Ø Develop deep, hands-on expertise in Neewee products and their customer use cases. Ø Diagnose complex software issues; collaborate with Product and Engineering for root-cause analysis and durable fixes. Ø Communicate clear, tailored solutions that resolve issues and increase product usage aligned to customer business goals. Ø Demonstrate persistence and ownership in the face of roadblocks; proactively engage the right stakeholders to drive closure with minimal oversight. Ø Take initiative to identify and fix issues before assignment; validate approaches via PoCs, tests, and external research. Ø Prioritize effectively; focus on impact and avoid distractions from low-value tasks. Ø Understand the business processes supported by the assigned pillar(s) and how support activities enable outcomes. Ø Partner with Product and Analytics to drive incidents and problems to closure, ensuring end-to-end accountability. Ø Identify risks and gaps in own work and across the team; surface them early with mitigation proposals. Ø Provide timely, constructive feedback to peers and managers to elevate team performance. Ø Clarify assumptions and requirements upfront to minimize rework. Ø Mentor and groom junior support engineers; contribute to a culture of continuous learning. Ø Seek feedback proactively and implement improvements to tools, processes, and customer interactions. Ø Understand how tasks fit into the broader project roadmap; flag requirement issues or ambiguities. Ø Build, maintain, and manage the Known Error Database (KEDB). Ø Continuously refine and improve the customer support process and playbooks. Ø Interact with multiple customers in a fast-scaling environment while maintaining quality and consistency. Qualifications Ø Bachelor’s degree in software engineering or a related field, or equivalent practical experience. Experience & Skills Ø 3+ years in enterprise software customer support. Ø 3+ years working with Incident/Problem Management tools (e.g., Freshdesk, ServiceNow, Jira, Azure—at least one). Ø Experience leading and upskilling support teams; effective interface between team and management. Ø Hands-on OS administration on Linux/Unix and Windows: memory/CPU checks, process management, logging, debugging, and scripting. Ø Scripting and database skills: Python/Shell scripting; PL/SQL; PostgreSQL/Oracle (at least one major RDBMS). Ø Demonstrate with examples where productivity improvement tools were used to enhance efficiency and support outcomes. Ø Experience with GCP log analysis, monitoring, and database usage. Soft Skills Ø Strong problem-solving and critical thinking abilities Ø Excellent written and verbal communication. Able to tailor messages to customers and stakeholders. Ø Proven ability to work collaboratively in cross-functional Agile teams Ø Highly organized, with an ability to manage multiple tasks and priorities Ø Self-driven and proactive in identifying issues and proposing solutions Ø Demonstrated attention to detail and a passion for delivering world-class customer support/service. Role Requirements Ø Flexible and adaptable to shift timings and follow monthly roaster. Ø Support Role follows 6 days’ work week. Nice to Have Ø Experience with SaaS products. Ø Startup experience. Ø Ability to read and understand Java code for debugging. Ø Knowledge of Kubernetes. Note: By applying to this position, you hereby consent to the collection, processing, and storage of your personal data by Neewee Analytics Pvt Ltd. for recruitment and related purposes, in accordance with the provisions of the Digital Personal Data Protection Act, 2023. Your information will be handled with strict confidentiality and used solely for evaluating your candidacy.
Position Summary We are seeking an analytical and curious Functional Consultant to join our Implementation Services team for Bodhee Production Scheduler (BPS), our Enterprise SaaS solution focused on advanced scheduling in Process Manufacturing and Pharmaceutical Manufacturing sectors. This entry-level role is ideal for recent graduates who will primarily assist senior Functional Consultants in understanding client production processes, supporting BPS configurations, and contributing to successful implementations. You will receive comprehensive training in BPS features. The position emphasizes learning through hands-on assistance, with opportunities for deep dives into client operations. This role involves extensive customer communication, coordination with internal teams, and potential short-term global travel, while collaborating with System Integrators or supporting company-led projects in an Agile environment. Key Responsibilities - Elicit and understand why the scheduling solution is getting implemented in terms of business impact or pain points - Understand the current way of working and what impact Scheduling solution implementation will have to the customer - Assist in conducting in-depth analysis of clients' production processes, current scheduling methods, and pain points by supporting senior consultants in asking probing questions and gathering details and configure it. - Achieve comprehensive understanding of the overall business context, including product importance, margins, and customer priorities, to help create a helicopter view. - Aid in mapping client processes into BPS by assisting with configuring master data, process flows, and optimization rules under guidance, using analytical aptitude to contribute to desired scheduling patterns - Help produce detailed documentation for configurations, including process mappings, setup guides, and rationale for choices - Assist in strategizing and implementing BPS configurations to deliver intelligent scheduling outcomes - Participate in extensive client engagements through workshops, requirement gatherings, and reviews, supporting clear communication of BPS capabilities - Coordinate with internal teams such as DevOps, Testing Teams, and Process Teams to ensure smooth implementation - Support post-implementation activities, including assisting in training clients on BPS usage and troubleshooting initial scheduling runs - Contribute to creating detailed requirement documents with test cases, which can be provided to the Product Team for enhancements in quarterly releases - Proactively provide input to the Product Team on trends and missing pieces in the tool, based on learnings from customer interactions Qualifications - Bachelor&aposs or Master&aposs Degree in Engineering (B.Tech/B.E/M.Tech), Management (MBA), or related field; must be a pass-out from IITs, IIMs, or NITs. - 0-1 year of experience; fresh graduates are encouraged to apply, with a focus on strong academic performance - Strong analytical aptitude with the ability to learn scheduling domains quickly; comprehensive training on BPS specifics will be provided - Interest in client-facing roles with a willingness to develop skills in deep-dive explorations and creating high-level business overviews. - Fluency in English with excellent written and verbal communication skills. - Willingness for short-term global travel and work from office in Bengaluru. Bonus Skills - Exposure on usage of AI Tools Soft Skills - Exceptional curiosity and problem-solving abilities, with a proactive approach to asking questions and exploring details. - Strong critical thinking to strategize configurations for complex scenarios. - Excellent communication skills for articulating technical concepts to non-technical stakeholders. - Proven ability to work collaboratively in cross-functional teams and with external partners. - Highly organized, with the capacity to manage multiple client projects and priorities. - Self-driven, with a passion for delivering high-impact solutions in manufacturing contexts. Career Path This position offers a strong foundation for growing into roles: - Functional Consultant - Senior Functional Consultant - Implementation Lead About Us Neewee is an Enterprise SaaS Solutions provider in Manufacturing Scheduling, specializing in Production, Quality Control, and Maintenance Scheduling across critical sectors including Pharmaceuticals and Process Industries. We are committed to innovation, operational excellence, and empowering our clients with intelligent, future-ready scheduling and manufacturing solutions. Note : By applying to this position, you hereby consent to the collection, processing, and storage of your personal data by Neewee Analytics Pvt Ltd. for recruitment and related purposes, in accordance with the provisions of the Digital Personal Data Protection Act, 2023. Your information will be handled with strict confidentiality and used solely for evaluating your candidacy. Show more Show less