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Technical Support Engineer

2 weeks ago

Bengaluru, Karnataka, India Talent Bee Consulting Full time
Company Overview:
Founded in 2015 we are a US-based Technology company, dedicated to the creation of pioneering & user-friendly cloud solutions for Engineers and unsolved Engineering problems. From the start of our journey, we have focused on digitally transforming conventional industries by delivering software that bring cost and time efficiency to their processes. Our headquarters are in Detroit, Michigan and over the years we have expanded our presence to Houston (Texas), India and the UAE..
Role and Responsibilities:
We are seeking a skilled and customer-focused Technical Support Engineer to join our team. As a Technical Support Engineer for our AI product, you will be responsible for providing technical assistance and support to customers, ensuring their experience with our AI technology is seamless. The ideal candidate will have a strong technical background, excellent problem-solving skills, and outstanding communication abilities.
Key Responsibilities:
  • Customer Support:
  • Provide prompt and efficient technical support to customers via email, phone, or chat.
  • Diagnose and troubleshoot technical issues related to our AI product.
  • Collaborate with customers to understand and resolve their queries or concerns effectively.
  • Product Knowledge:
  • Develop a deep understanding of our AI product's features, functionalities, and applications.
  • Stay updated on product updates, new releases, and industry trends.
  • Provide clear and concise explanations of technical concepts to customers.
  • Issue Resolution:
  • Investigate and analyze complex technical issues reported by customers.
  • Work closely with the development team to resolve bugs, glitches, and other technical problems.
  • Document and track customer issues, ensuring timely resolution and customer satisfaction.
  • Training and Documentation:
  • Create and maintain technical documentation, FAQs, and knowledge base articles for customer self-service.
  • Conduct training sessions for customers to enhance their understanding of our AI product.
  • Provide guidance and best practices to customers for optimal product usage.
  • Feedback and Improvement:
  • Gather customer feedback and insights to identify common issues and areas for improvement.
  • Communicate feedback to the product development team to enhance the product's user experience.
  • Suggest and implement process improvements to optimize the support workflow.

Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Proven experience in technical support or a related customer-facing role, preferably with AI or machine learning products or software products
  • Strong problem-solving skills and the ability to think analytically.
  • Excellent communication skills, both written and verbal.
  • Familiarity with programming languages, AI frameworks, and APIs is a plus.
  • Customer-focused mindset with a passion for delivering exceptional service.

Location Bangalore
Salary Up to 12 LPA