Technical Support Engineer

BotLab Dynamics; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

BotLab Dynamics is seeking a proactive Technical Support Engineer to provide end-to-end support for deployed simulation and training systems, including installation, commissioning, preventive maintenance, troubleshooting, software updates and customer training across India.

The role requires strong technical troubleshooting, excellent customer communication, and willingness to travel to customer sites across India as needed.

Qualifications

• 2–6 years of experience in technical support, field support, product support, or customer support for technology-driven products.
• Experience in simulation systems, defense technologies, industrial automation, robotics, or similar industries will be an added advantage.
• Willingness to travel extensively across India based on project and customer requirements.

Responsibilities

• Provide Level-1 and Level-2 technical support for deployed simulation systems.
• Install, commission, configure, and validate systems at customer sites.
• Perform preventive and corrective maintenance to ensure high system availability.
• Diagnose and resolve hardware, software, operating system, networking, and peripheral issues.
• Coordinate with Engineering, Software, Electronics, and Product teams to resolve complex technical problems.
• Deploy software updates, patches, and product releases at customer sites.
• Conduct product demonstrations, user onboarding, and technical training sessions for customers.
• Maintain service reports, maintenance logs, issue trackers, and technical documentation.
• Monitor support requests and ensure timely issue resolution in accordance with service commitments.
• Provide remote technical support through phone, email, video conferencing, and remote access tools.
• Perform root cause analysis (RCA) for recurring issues and recommend preventive actions.

Skills

Windows

Linux

Networking

Hardware

Troubleshooting

Documentation

Customer communication

Education

BE/BTech/Diploma in Electronics/Electrical/CS/Instrumentation/Aerospace/Mechanical

2–6 years of experience in technical support

Job description

We are looking for a proactive and technically skilled Technical Support Engineer to provide end-to-end technical support for deployed simulation and training systems. The role involves installation, commissioning, preventive maintenance, troubleshooting, software updates, customer training, and ensuring maximum system uptime.

The ideal candidate should possess strong technical troubleshooting skills, excellent customer communication abilities, and a willingness to travel to customer locations across India whenever required.

Key Responsibilities

• Provide Level-1 and Level-2 technical support for deployed simulation systems.
• Install, commission, configure, and validate systems at customer sites.
• Perform preventive and corrective maintenance to ensure high system availability.
• Diagnose and resolve hardware, software, operating system, networking, and peripheral issues.
• Coordinate with Engineering, Software, Electronics, and Product teams to resolve complex technical problems.
• Deploy software updates, patches, and product releases at customer sites.
• Conduct product demonstrations, user onboarding, and technical training sessions for customers.
• Maintain service reports, maintenance logs, issue trackers, and technical documentation.
• Monitor support requests and ensure timely issue resolution in accordance with service commitments.
• Provide remote technical support through phone, email, video conferencing, and remote access tools.
• Perform root cause analysis (RCA) for recurring issues and recommend preventive actions.Support warranty services, annual maintenance activities, and system acceptance testing.
• Gather customer feedback and collaborate with internal teams to improve product performance and customer experience.

Required Skills

Technical Skills

• Strong knowledge of Windows and Linux operating systems.
• Good understanding of computer hardware, networking (TCP/IP, LAN), and system troubleshooting.
• Experience supporting simulation systems, embedded products, industrial automation, robotics, aerospace, or defense technologies is preferred.
• Familiarity with software installation, drivers, system configuration, and diagnostics.
• Basic understanding of electronic systems and peripheral devices.
• Ability to read and interpret technical documentation.

Soft Skills

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Customer-focused approach with a commitment to service excellence.
• Ability to work independently and manage multiple support activities.
• Strong documentation and reporting skills.

Qualifications

• B.E./B.Tech/Diploma in Electronics, Electrical, Computer Science, Instrumentation, Aerospace, Mechanical Engineering, or a related discipline.
• 2–6 years of experience in technical support, field support, product support, or customer support for technology-driven products.
• Experience in simulation systems, defense technologies, industrial automation, robotics, or similar industries will be an added advantage.
• Willingness to travel extensively across India based on project and customer requirements.