Customer Technical Support Engineer

2 days ago

Bengaluru, Karnataka, India SSGServ Full time US$ 60,000 - US$ 1,20,000 per year

The Customer Technical Support Engineer serves as the frontline point of contact for Deep Sentinel's surveillance and security system. The role will primarily consist of technical troubleshooting and network support for Deep Sentinel's surveillance system users and partners, along with handling billing enquiries.

Key Responsibilities:


Handle inbound calls, chats, and tickets from customers and partners

 Perform basic troubleshooting for issues related to camera connectivity, hub sync, audio, app usage, and physical inspection prompts.

 Access and troubleshoot hub systems remotely using SSH, Putty, and internal dashboards

 Manage customer queries related to billing, orders, service upgrades/downgrades, charge disputes, and refunds

 Conduct advanced diagnostics for surveillance zones, notification issues, OS bugs, and hub & Camera sync problems

 Provide large-scale deployment and onboarding support for B2B partners

 Investigate and resolve system-side failures and alerts in collaboration with software teams

 Support Charge bee escalations and high-priority billing issues

 Coordinate with internal teams for system bugs, release validation, and product feedback

 Assist with LSC investigations related to flagged surveillance activity

 Maintain accurate case logs in Hub Spot, Intercom, and other tools

 Ensure SLA compliance on resolution timelines and deliver strong CSAT

Qualifications:

 Graduate with 2–4 years of experience in technical support (preferably networking, IoT, or surveillance tech)

 . Hands-on experience with remote diagnostics tools (e.g., SSH, Putty)

 Familiarity with NVRs, POE systems, and cloud monitoring platforms

 Excellent troubleshooting and problem-solving skills

 Effective communication with a customer-first mindset

 Certifications: Relevant certifications, such as CompTIA A+, Cisco CCNA, or equivalent, are a plus. Work

Location & Benefits:

 Work Model: Work from the Office.

 Location: Bangalore

 Job Type: 1-Year Contract (Performance-based extension available

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