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Application Support Engineer

2 weeks ago

Thāne, Maharashtra, India Vision Mechatronics Private Limited® Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

  • Technical Support & Troubleshooting:

  • Provide expert-level technical support to customers and internal users via phone, email, chat, and remote desktop tools for issues related to System.

  • Diagnose and resolve complex technical problems, including software bugs, configuration issues, data integrity problems, and performance bottlenecks, specifically within the electrical and electronics domain.
  • Analyze circuit schematics, board layouts, system architectures, and relevant data to pinpoint root causes of application failures or unexpected behavior.

  • Replicate reported issues in test environments to facilitate thorough investigation and solution development.

  • Customer/User Engagement:

  • Communicate technical information clearly and concisely to both technical and non-technical audiences.

  • Maintain a high level of customer satisfaction through professional and efficient problem resolution.

  • Provide guidance and best practices to users on the effective use of applications/systems.

  • Collaboration & Escalation:

  • Collaborate closely with R&D, Product Development, and Engineering teams to escalate unresolved issues, provide detailed feedback on recurring problems, and contribute to product improvements.

  • Work with cross-functional teams to test, validate, and deploy new application versions, patches, and updates.

  • Contribute to the refinement and documentation of application operational procedures.

  • Documentation & Knowledge Management:

  • Create and maintain comprehensive technical documentation, including knowledge base articles, FAQs, troubleshooting guides, and user manuals.

  • Document all customer interactions, troubleshooting steps, and resolutions accurately in the designated ticketing system (CRM).

  • Contribute to building an internal knowledge base to improve support efficiency and consistency.

  • Continuous Improvement:

  • Identify recurring issues and trends, and propose solutions or process improvements to enhance application stability and user experience.

  • Stay up-to-date with industry trends, new technologies, and advancements in electrical/electronics engineering and related software applications.
  • Participate in training and professional development activities to enhance technical skills and product knowledge.