Senior Support Engineer

About Company At Botsync, we aim to build more accessible and simplified automation solution and to be the partner of choice for intralogistics automation. With our syncOS software integrator tool and MAG AMR platform, we provide an intelligent end-to-end integrated automation solution for factories and warehouses. Our solutions enable companies to implement automation solution that is fully transparent, more data driven and fundamentally flexible to alter and reconfigure. Role Summary We are actively seeking a talented and proactive Senior 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 1.Leverage a proven track record in customer communications to ensure clear, consistent, and effective messaging across all customer touchpoints, fostering strong relationships with clients. 2.Manage and resolve customer escalations promptly, ensuring effective communication and swift resolution to maintain a positive customer experience. 3.Lead conversations involving multiple stakeholders, collaborating seamlessly with sales, solutions, product, and support teams to align customer experience strategies with the unique demands of our industry. 4.Proactively monitor customer sites through dashboards, identifying and addressing potential issues before customers report them. 5.Build tools to automate & improve support processes such as live dashboards, automated responses, etc 6.Micro-analyze AMR and software products from all engineering perspectives hardware and software. 7.Troubleshoot and resolve a diverse range of technical issues, demonstrating a strong understanding of electronics PCB and components. 8.Diagnose problems swiftly and identify root causes to deliver efficient solutions. 9.Offer clear and concise instructions to customers, empowering them to resolve issues independently when possible. 10.Document all customer interactions, ensuring comprehensive and accurate records. 11.Collaborate with team members and escalate complex issues to senior engineers when necessary. 12.Stay abreast of the latest technologies and products to provide informed support. 13.Continuously enhance your skills and knowledge through proactive learning initiatives. 14.Prepare user interfaces using Botsync’s no-code syncOS platform 15.Coordinate and execute the remote deployment of Botsync's products in collaboration with our trusted partners and internal installation teams. Qualifications 1.4-5 years of hands-on experience in Customer Support. 2.Proven experience in managing complex technical products with a demonstrated ability to quickly learn and adapt to sophisticated solutions, particularly required for your role in the context of Botsync’s AMR and automation systems. 3.Demonstrated success in customer communications and Customer Experience Management . 4.Basic knowledge of electronics & electrical systems 5.Basic knowledge of automation systems & equipment like PLCs, conveyors, cobots 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 on Staggered Schedule. •Prior experience working on mobile robot solutions and ROS is an added advantage. •Able to travel to sites 20% of the time Benefits that Botsync provides •Comprehensive benefits package encompasses Health Insurance coverage for employees, their spouses, and children, along with a Provident Fund. •Opportunity to work with a diverse range of technologies and products. •Flexible work environment and work from home arrangement •Engaging and supportive team culture that fosters professional growth and development. •Work with global customers across the Globe.