Senior Technical Support Engineer- I

Anthony, Inc.; Bengaluru; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

Dover is seeking a Senior Technical Support Engineer to diagnose and resolve level 2 software and hardware issues, provide product usage guidance, and ensure timely resolutions across global customers.

The role involves handling on-call rotations, coordinating with cross-functional teams, and maintaining thorough case records in CRM with emphasis on service levels and customer satisfaction.

Qualifications

• Diagnose, isolate and resolve Level 2 software and hardware issues.
• Provide software usage assistance and operational advice to customers.
• Perform root cause analysis and implement corrective actions.
• Coordinate with global teams to escalate and resolve issues promptly.

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 from Level 1 globally.
• Handle requests from customers, partners or sites worldwide.
• Enter all daily activities and time utilization into CRM.

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.