Senior Technical Support Engineer- I

Destaco; Bengaluru; Hybrid; INR 700,000 - 900,000; Full time

Job summary

Dover is seeking a Senior Technical Support Engineer in Bangalore, India. The role requires 3–10 years of experience in technical support for software and hardware. You will diagnose complex issues, provide product support, and coordinate with global teams to resolve customer problems.

The position is hybrid in Bangalore and involves handling cases from customers worldwide, maintaining SLAs, and ensuring timely resolutions while coordinating with cross-functional teams.

Qualifications

• 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.

Responsibilities

• Escalation point for issues being escalated from Level 1 globally.
• Handle requests presented from any customer, partner, or site worldwide.
• Answer calls from an ACD routing system and respond to email requests in accordance with SLAs.
• Create and update case records with actions taken, problem IDs and resolutions; include follow-ups.
• Identify and escalate priority issues appropriately and generate Out of Production notifications.
• Continuously transfer knowledge by reviewing escalated cases with Level 1.
• Enter daily activities and time into CRM; manage licenses and RMAs.
• Obtain, review and approve project hand-over information to support customers/partners.

Job description

## Senior Technical Support Engineer- IApply: Hybrid: Bangalore, Karnataka, India: Full time: Posted Today: JR101612Dover 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 at dovercorporation.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 escalate 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 supportAll 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.