Senior Technical Support Engineer- I

Dover Corporation; Bengaluru; On-site; INR 500,000 - 1,000,000; Full time

Job summary

Dover Corporation, a diversified global manufacturer, is seeking a Senior Technical Support professional in Bangalore. The role requires 3–10 years of experience and involves diagnosing and resolving Level 2 software and hardware issues, providing product support, and coordinating with global teams to ensure customer satisfaction.

The position demands strong problem-solving skills, effective communication, and adherence to SLAs/SOPs.

Qualifications

• 3–10 years of relevant experience in technical support.
• Experience diagnosing and resolving Level 2 software and hardware issues.
• Ability to communicate effectively with global teams and customers.

Responsibilities

• Diagnose, isolate and/or resolve Level 2 technical software and hardware issues.
• Product support, software usage assistance & operational advice.
• Problem diagnosis, root cause analysis & corrective action.
• Escalation point for issues being escalated from Level 1 globally.
• Handle requests presented from any customer, partner, or site worldwide.
• Answer calls offered from an ACD routing system and respond to email requests per SLAs and SOPs.
• Interact with Level 1 and coordinate resources to resolve issues.
• Enter all daily activities and time utilization into CRM.
• Process service-generated RMAs and assist with hand-over information for CTS.

Job description

Dover is a diversified global manufacturer with annual revenue of over $8 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainable Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what’s possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV.” Additional information is available atdovercorporation.com.

Designation: Senior Technical Support

Experience: 3 - 10 Years

Location: Bangalore

Roles & Responsibilities:

• Diagnose, isolate and/or resolve Level 2 technical software and hardware issues
• Product support, software usage assistance & operational advice
• Problem diagnosis, root cause analysis & corrective action
• Escalation point for issues being escalated from Level 1 globally
• Handle requests presented from any customer, partner, or site worldwide
• Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
• Handle cases assigned over, due to differences in time zones & work balancing
• Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessary
• Identify and escalte priority issues appropriately
• Generate Out of Production notifications
• Continuously transfer knowledge by reviewing escalated cases with Level 1
• Enter all daily activities and time utilization into CRM
• Assign product licenses
• Process service generated RMAs
• Obtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPs
• Perform all required tasks in a timely, professional manner and within service level objectives
• Provide responsive and effective solutions
• Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
• Participate in a department on-call rotation for 24x7x365 Enterprise support

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.