Senior Technical Support Engineer

Position Title: Senior Technical Support

Years of Experience: 3+ years

Work Model: Work From Office

Location: Bhopal (M.P.)

What are we looking for: We are looking for a highly skilled Senior Technical Support Engineer to handle advanced troubleshooting, customer escalations, and technical issue resolution. The ideal candidate will have strong diagnostic abilities, deep product understanding, and the ability to communicate complex issues in a simple, customer-friendly manner.

Key Responsibilities:

• Handle escalated technical issues that require advanced troubleshooting and root-cause analysis.
• Interpret logs, error codes, and system symptoms to identify faults quickly and accurately.
• Provide clear, step-by-step solutions to customers and internal teams.
• Create and maintain technical documentation including RCA reports, troubleshooting guides, and user instructions.
• Collaborate with product, R&D, and QA teams for issue escalation and long-term fixes.
• Maintain accurate records in CRM and ticketing tools, ensuring timely resolution.
• Support continuous improvement by identifying recurring issues and recommending preventive measures.
• Train junior support engineers on processes, tools, and best practices.

Technical Skills:

• Technical Expertise: Strong diagnostic skills with the ability to identify errors, find root causes, and interpret logs and firmware states.
• Product Understanding: Good understanding of product behavior, common user issues, and safety mechanisms.
• Customer Support: Able to handle escalated technical queries calmly and explain solutions in simple language.
• Documentation: Skilled in writing RCA reports, troubleshooting notes, solution guides, and user instructions.
• Tools: Experienced with CRM/ticketing systems, log-analysis tools, and troubleshooting flowcharts.
• Communication: Strong verbal and written communication with the ability to simplify technical details for customers.

Qualifications:

• Experience in Technical Support for Electronics
• IT Hardware Troubleshooting
• Consumer Tech Support Experience

Job Types: Full-time, Permanent

Pay: From ₹30,000.00 per month

Benefits:

• Provident Fund

Application Question(s):

• Currrent CTC/Expected CTC
• Notice Period

Work Location: In person