Senior System Engineer - Installation Support

Workplace Fabric India; Mumbai; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Workplace Fabric India is seeking a Senior System Engineer - Installation Support in Mumbai (Vikhroli). You will support field engineers worldwide to install Freespace products and resolve complex issues, coordinating on-site deployments and analytics setup.

You will act as the interface with Development for escalations, maintain knowledge bases, and deliver continuous improvements. A strong background in networking, SQL, and AWS is required, with excellent communication and teamwork skills.

Qualifications

• Bachelors degree in ENTC, Electronics, or relevant engineering field.
• Minimum 4 years of experience in network and control systems.
• Knowledge of network services.
• Knowledge of Router and AP troubleshooting.
• CCNA certification/ knowledge is good to have.
• Understanding Prod and AWS (Lambda, Athena, S3) would be great to have.
• SQL proficiency from medium to expert level.
• Strong problem-solving abilities.
• Team coordination experience.
• Excellent communication and interpersonal skills.

Responsibilities

• Become a troubleshooting expert supporting Field Engineers globally to install Freespace products and resolve issues.
• Handle on-site deployments, post-install reports, backend changes, go-live, and analytics setup.
• Provide technical expertise during troubleshooting and respond with precise technical explanations.
• Lead or participate in technical projects for complex issues with stakeholders.
• Identify trends, gather data, and escalate where necessary.
• Investigate queries, coordinate with product team to resolve root causes, and document solutions.

Skills

SQL Proficiency

Network Services

Router/AP Troubleshooting

AWS Knowledge

Problem Solving

Team Coordination

Communication Skills

Interpersonal Skills

Education

Bachelor’s degree in ENTC, Electronics or relevant engineering

Job description

Job Description

Role: Senior System Engineer -Installation Support

Location: Vikhroli, Mumbai

Job Type: Hybrid / On-site as per operational need

Team: Customer Delivery

Years of experience: 25 years

Reporting to: Customer Delivery Manager

Shift: Rotational shift, supporting 24x7 global operations

Brief about Role & Responsibilities:

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• Become an established technical troubleshooting expert supporting & providing guidance to the Field Engineers globally to install Freespace products and resolve issues with products/connectivity.
• Responsible for on-site deployments, post install reports, backend changes as per field inputs, System go-live and analytics set-up.
• Provide technical expertise for all questions arising during the trouble shooting process. Respond to questions arising from different client stakeholders with corresponding technical responses.
• Use your project and internal / client stakeholder management expertise to develop, agree and deliver technical projects for larger complex issues.
• Identify trends and potential problem sources escalating, where necessary. Gather data and share finding
• Investigate queries and liaise with product team, if necessary, to ensure problems are resolved. Determine the root cause issues and thoroughly document resolutions and workarounds as Knowledge Based articles.
• Lead and participate in continuous improvement reviews to evaluate the process and identify areas for development.
• Be competent with how internal & external third-party platforms operate. Establish key contacts & relationships with internal & external colleagues.
• Act as a primary interface with the Development Team on any escalations from client users and own the resolution path for detailed technical solutions to issues.
• Develop and regularly maintain a great general knowledge of all Freespace products to help define new ways of trouble shooting & investigation issues.
• Coordinate with Support team & Account Management in the organization to provide updates on issues identified & working progress.

The Person:

• A genuine commitment to placing the customer first.
• A positive can-do attitude, able to work on own initiative.
• Ability to make decisions, compile reports based on data analytics.
• Able to work fast and solve problems under pressure at times of high workload and competing priorities.
• Remain focused, composed, optimistic and flexible in difficult situations, resilient and bounce back from failures or disappointments.
• Focuses on results and desired outcomes and how best to achieve them.
• Comfortable working with ambiguity & to question to gain full understanding.
• An ongoing commitment to learning and self-improvement.
• A willing and helpful person who thrives on providing support for the team to achieve their goals.
• Flexible; willing to shift work hours where needed to remotely support global field Operations in a 24*7 rotational setup.

Required skills & experience:

• Bachelor’s degree in ENTC, Electronics, or relevant engineering stream.
• Minimum 4 years of experience in network and control systems.
• Knowledge of network services.
• Knowledge of Router and AP troubleshooting.
• CCNA certification/ knowledge is good to have.
• Strong cause-effect analytical abilities to solve problems.
• Understanding Prod and AWS (Lambda, Athena, S3) would be great to have.
• SQL proficiency medium to expert level.
• Strong problem-solving skills
• Team coordination experience.
• Excellent communication skills.
• Excellent Inter-personal Skills

Behaviors and Mindset:

• Be passionate about understanding the business problem and using data to tell the stories in delivering solutions that drive client decisions.
• A keen solution mindset that helps users achieve the best out of a product feature.
• Clarity of thinking and an ability to explain complex logic and reasoning in simple language.
• Convincing and confident with technical knowledge, yet humble and inclusive in getting buy-in from clients and partners.
• Highly organized, able to manage multiple projects simultaneously.
• Extremely client-focused as well as flexible and agile; able to adapt quickly and responsively to client needs.
• Ensure high standards by instilling data quality checks, code reviews, and documentation in work and team practices.
• Able to challenge solutions and processes in creating the best products and environment to work.
• Unafraid to own mistakes.

Skills

Problem Solving (L2) Database & SQL (L2) AutoCAD (L1) Automation/Scripting (L1) Stakeholder Communication (L2)