Support Engineer

JOB DESCRIPTION

Support Engineer

Position

Customer Success & Support Engineer

Business Unit

EdgeSense (IIoT Monitoring Platform)

Department

Customer Success / AMC

Reports To

Business Head / Project Manager

No. of Positions

1

Experience

2–5 years, IoT / automation support

ABOUT EDGESENSE

EdgeSense is the Industrial IoT monitoring platform of Rhosigma Engineering and Automations Pvt Ltd. We help utilities and manufacturers monitor energy, power quality, machine health and environmental parameters by connecting field sensors and meters through gateways to the EdgeSense cloud platform, with live dashboards, alerts and reports. We are building a lean, capable team that owns the complete customer journey: Lead → Solution Design → Proposal → POC → Order → Implementation → Customer Success → AMC / Upsell.

JOB PURPOSE

To ensure EdgeSense systems remain healthy, usable and valuable after commissioning, while creating AMC, renewal and upselling opportunities.

This role is central to our strategy: EdgeSense should generate recurring revenue, not just one-time project revenue.

KEY RESPONSIBILITIESSystem Health Monitoring

Monitor:

• Device connectivity
• Gateway status
• Data availability
• Missing data
• Sensor status
• Communication failures
• Dashboard issues

Customer Support

• Receive customer issues.
• Classify severity.
• Troubleshoot remotely.
• Coordinate field engineers when required.
• Track every issue until closure.

Customer Engagement

Communicate regularly with customers about:

• System health
• Usage
• Alerts
• Reports
• Improvements
• New features

Monthly / Quarterly Reviews

Prepare customer reports showing:

• Monitoring uptime
• Data availability
• Alerts generated
• Important events
• Energy / operational trends
• Issues identified
• Recommendations

AMC Management

Manage:

• AMC renewals
• Preventive maintenance
• Support contracts
• SLA compliance

Upselling

Identify expansion opportunities in existing accounts, for example:

Energy Monitoring → Power Quality → Machine Monitoring → Environmental Monitoring → Water / Gas / Steam Monitoring → Advanced Analytics

KEY PERFORMANCE INDICATORS (KPIs)

Performance in this role will be measured on:

■ System uptime

■ Data availability %

■ Support response time

■ Resolution time

■ Open ticket ageing

■ AMC renewal %

■ AMC revenue

■ Upsell revenue

■ Customer retention

■ Customer satisfaction

IDEAL CANDIDATEEducation

Diploma or B.E. / B.Tech in Electrical, Electronics, Instrumentation, E&TC or Computer Engineering.

Experience

2–5 years of experience in:

• Technical support for IoT, SCADA or automation systems
• Remote diagnostics of devices and networks
• Customer-facing service or AMC management

Skills & Attributes

• Comfortable reading dashboards, data trends and device logs.
• Understands gateways, Modbus and basic networking.
• Clear written and spoken communication; good report-making in Excel / PowerPoint.
• Customer-first attitude with an eye for upsell opportunities.
• Organised ticket tracking and follow-up until closure.

Pay: ₹25,000.00 - ₹45,000.00 per month

Benefits:

• Paid sick time

Work Location: In person