Senior Technical Support Engineer

videonetics; Mumbai; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Videonetics, a leader in AI-powered video computing, seeks a Senior Technical Support Engineer in Mumbai/Ahmedabad to drive deployment and resolution of complex customer issues. You will collaborate with cross-functional teams, lead technical support operations, and ensure high-quality service across enterprise and smart city projects.

The role requires strong troubleshooting skills, familiarity with VMS/TMS/FRS, and ability to perform root-cause analysis, create knowledge base content, and

Qualifications

• Strong knowledge of video management and security software deployments.
• Experience with large-scale smart city or enterprise projects is essential.
• Excellent communication and leadership abilities for technical support operations.

Responsibilities

• 1) Install and commission Video Management Software, Traffic Management Software, Facial Recognition System & Video Surveillance as a Service.
• 2) Provide L3-L4 support for all products installed and troubleshoot field issues with root-cause analysis.
• 3) Lead product analytics testing, customer UAT & SAT.
• 4) Manage Proofs of Concepts and customer demonstrations for large projects.
• 5) Track KPIs and publish regular reports and knowledge management content.

Skills

Camera devices

ONVIF standards

Storage & Networking

VMS/TMS/FRS experience

Customer facing support

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