Senior Technical Support Engineer

videonetics; Ahmedabad District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Videonetics is seeking a Senior Technical Support Engineer for Mumbai (2 positions) and Ahmedabad (2 positions) to lead deployment of Video Management and related software, handle L3-L4 support, and drive improvements in support processes. You will collaborate with cross-functional teams and mentor junior staff to ensure high-quality technical support.

The role requires 8+ years in Technical Support Services, with strong knowledge of security, surveillance, AI-based solutions, and excellent

Qualifications

• 8+ years of experience in Technical Support Services.
• Experience with security, surveillance AI-based solutions.
• Proven ability to lead cross-functional teams.
• Strong analytical and problem-solving skills.

Responsibilities

• Install, deploy, and support Video Management Software and related systems.
• Provide L3-L4 support and troubleshoot complex field issues.
• Lead product analytics testing, user acceptance testing.
• Collaborate with cross-functional teams to resolve issues.
• Drive process improvements and knowledge management.

Skills

Device knowledge

Storage concepts

Network concepts

Database concepts

Large-scale deployment

VMS/TMS familiarity

Technical support management

Troubleshooting

Project management

Communication skills

Scripting (optional)

Job description

Job Description: Senior Technical Support Engineer

Location: Mumbai (2 Position) and Ahmedabad (2 Positions)

Position - 4

Department: Sales – Technical Support Services

Mode of Employment – Full-time

About Videonetics:

Videonetics is a leading innovator in AI-powered video computing solutions, offering intelligent video management, analytics, and security solutions across industries. Our mission is to make the world smarter and safer through cutting-edge technology.

To know more about us – https://www.videonetics.com, videonetics: Overview | LinkedIn

Who You'll Work With

You will report to the VP of Product Delivery. As part of the videonetics Sales team, you are the face of Videonetics to our customers.

What you’ll do

We are looking for dynamics and experiencedTechnical Support Services (TSS) engineer ensuring timely and effective deployment of our software & resolution of customer technical issues. This role involves collaborating with cross-functional teams, and driving continuous improvement in technical support operations. The ideal candidate should have strong technical expertise, leadership skills, and excellent communication abilities.

Key Responsibilities:

1. Customer Support:

• Installation and commissioning of Video Management Software, Traffic Management Software, Facial Recognition System & Video Surveillance as Service
• L3-L4 Support for all products installed
• Troubleshooting of field issues, performing root cause analysis and rolling out corrective and preventive actions
• Lead Product analytic accuracy testing, customer UAT, SAT.
• Collaborate with cross-functional teams to resolve complex technical issues.

2. Solution & POC:

• Handling Proof of Concepts, Demonstrations for large scale smart city and enterprise projects
• Providing solution for customer requirements around the product

3. Metrics and Reporting:

• Track and analyse key performance metrics (e.g., response time, resolution rate).
• Prepare regular reports on project tracking
• Regularly prepare and publish case studies, Knowledge management reports

4. Training and Development:

• Provide Training to partner and enable them to do L1, L2 support
• Stay up to date with product developments and technical advancements.

5. Process Improvement:

• Discover / Develop smart tools to improve the maintenance efficiency
• Continuously evaluate and improve technical support processes.
• Implement best practices to enhance efficiency and customer satisfaction.

What we are looking for:

• Good knowledge in Device (Camera, ONVIF Standard)
• Good in Storage, Network & Database management concepts
• Experience in deploying large scale smart city or enterprise products.
• Experience in maintaining smartcity or enterprise customers for VMS, TMS, FRS products
• 8+ years of experience in Technical Support Services preferably in security, surveillance, AI based security, VMS, TMS, FRS, VSaaS
• Strong technical background and experience in technical support management.
• Ensure high-quality technical support to customers.
• Improve customer satisfaction and loyalty.
• Excellent troubleshooting or project management skills.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service skills.
• Optional: Any scripting knowledge for tool development.

Why Join Us?

• Be part of an innovative company at the forefront of AI-driven video computing.
• Opportunity to work with top-tier Clients, partners and industry leaders.
• Competitive salary, performance incentives, and professional growth opportunities.
• Embark on an impactful journey with Videonetics, where you'll work on innovative products that enhance safety, efficiency, and sustainability, ultimately making a positive difference in society

If you are passionate about building a strong and strategic Technical Support Service partner for Customers, we invite you to be part of our growth journey at Videonetics!