AI-Enabled Technical Support Executive (Non-IT)

Santriya Technologies; Chennai District; On-site; INR 350,000 - 650,000; Full time

Job summary

Santriya Technologies is seeking an AI-Enabled Technical Support Executive (Non-IT) to diagnose and resolve product/equipment issues using AI-assisted knowledge retrieval and validated diagnostic workflows.

You will ensure recommendations remain within approved manuals, safety limits and service authority, and you will create cases with evidence and results while coordinating with field teams as needed.

Responsibilities

• Diagnose customer/equipment issues using symptoms, operating context, manuals and approved troubleshooting trees.
• Use AI to search documentation and summarize likely causes, verifying every recommended step against current product version.
• Guide customers or field teams through safe, authorized checks and recovery steps.
• Create cases with model/serial/version, evidence, actions taken and results.
• Escalate safety-critical, warranty, engineering-change or unresolved faults to qualified teams.
• Identify repeat failure modes and knowledge gaps and contribute to product documentation.
• Coordinate parts, field service and replacement workflows where required.
• Never provide unsupported modifications, bypasses or safety-control overrides.

Job description

• Santriya Technologies is seeking an AI-Enabled Technical Support Executive (Non-IT) to provide product/equipment technical support using AI-assisted knowledge retrieval and diagnostic workflows, while ensuring recommendations remain within approved manuals, safety limits and service authority.
• Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services.
• The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth.
• Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work.
• Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escalat...
• Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities:

• Diagnose customer/equipment issues using symptoms, operating context, manuals and approved troubleshooting trees.
• Use AI to search documentation and summarize likely causes, verifying every recommended step against current product version.
• Guide customers or field teams through safe, authorized checks and recovery steps.
• Create cases with model/serial/version, evidence, actions taken and results.
• Escalate safety-critical, warranty, engineering-change or unresolved faults to qualified teams.
• Identify repeat failure modes and knowledge gaps and contribute to product documentation.
• Coordinate parts, field service and replacement workflows where required.
• Never provide unsupported modifications, bypasses or safety-control overrides.
• AI-enabled ways of working:
• Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
• Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
• Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
• Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.
• Human accountability: AI is a copilot, not the accountable decision-maker.
• The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation.
• Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.
• Success Measures:
• First-time fix / remote resolution improve
• Unsafe or unsupported advice remains zero
• Escalations contain complete diagnostic evidence
• Repeat issues feed product/knowledge improvement