Technical Support Engineer

Orbcomm Technologies; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

ORBCOMM is seeking a Technical Support Engineer in Hyderabad to join our global support team. You will be the first line of assistance for customers, delivering timely, professional help across our IoT product suite while collaborating with cross-functional groups.

You’ll log issues, track resolutions, and communicate clearly to ensure high customer satisfaction in a fast-paced, international environment.

Qualifications

• 2+ years of experience handling international customer calls.
• Strong English communication skills.
• Willing to work night shifts in a 24/7 environment.
• Proactive and collaborative mindset.
• Proficient in Microsoft Office Suite.

Responsibilities

• Serve as the first point of contact for customers, providing technical support for ORBCOMM's product suite via phone, email, and Salesforce.

Skills

English Proficiency

Customer service

Troubleshooting

Education

Bachelor's degree preferred

Tools

Salesforce

Microsoft Office

Job description

Job Summary

Join Us as a Technical Support Engineer!

Are you passionate about helping others and solving technical challenges At ORBCOMM, we re looking for a Technical Support Engineer to join our global support team. In this role, you ll be the first line of support for our customers, delivering timely, effective, and professional assistance across a suite of innovative IoT products. If youre tech-savvy, customer-focused, and thrive in a fast-paced, international environment, we want to hear from you!

This role is based out of Hyderabad and is full-time on-site. With an on-site working schedule, you ll have the opportunity to collaborate in person and build strong connections with our team.

Customer Support Issue Resolution

• Serve as the first point of contact for customers, providing technical support for ORBCOMM s product suite via phone, email, and Salesforce.
• Log, track, and manage customer issues, ensuring timely updates and resolution.
• Deliver professional support while maintaining a high level of customer satisfaction.
• Maintain detailed documentation of customer interactions, troubleshooting activities, and resolutions.
• Identify recurring issues and elevate potential product defects

Technical Troubleshooting

• Identify common CrewView application, gateway, network, and reefer-reporting issues.
• Collect relevant diagnostic information and apply approved knowledge articles and troubleshooting procedures.
• Investigate reefer monitoring issues, including missing reefers, stale telemetry, reporting delays, data gaps, signal strength concerns, and power-related indicators.
• Recognize when available evidence does not support a Tier 1 resolution and elevate appropriately.

Networking Connectivity Support

• Troubleshoot basic networking and connectivity issues involving TCP/IP, DNS, VPNs, firewalls, NAT, DHCP, and remote access technologies.
• Recognize vessel-network conditions that may impact gateway connectivity and reporting.
• Support troubleshooting activities related to gateway and BTS operations, vessel connectivity, and RF coverage fundamentals.
• Interpret signal strength measurements and identify potential coverage-related concerns.

Cross-Functional Collaboration

• Collaborate with in-region teams to analyze and elevate complex issues requiring deeper Linux, packet capture, RF, or engineering expertise.
• Coordinate with Engineering (Software and Hardware), QA, Sales, Order Management, and Billing teams to ensure effective issue resolution.
• Contribute to continuous improvement efforts by sharing knowledge and identifying recurring customer challenges.

Who You Are

Youre a confident communicator with a strong service mindset and solid technical aptitude. You enjoy problem-solving, learning new technologies, and working collaboratively across global teams in a fast-paced support environment.

If you have

• 2+ years of experience handling international, inbound customer-facing calls. (Required)
• Demonstrated experience in customer-facing roles requiring clear, professional communication.
• Strong verbal and written communication skills in English. (Required)
• Good troubleshooting skills and logical thinking.
• Ability to work both independently and as part of a collaborative team.
• Comfortable handling international phone calls and willing to work in a 24/7 environment, primarily during night shifts.
• Proficiency in Microsoft Office Suite.
• A proactive approach to learning and improving customer outcomes.
• Reliable transportation and willingness to commute independently. (Required)
• Graduation preferred, but not mandatory.

Technical Knowledge

• Working knowledge of IP networking, firewalls, VPNs, RF coverage, gateway/BTS operations, and vessel connectivity.
• Understanding of TCP and UDP fundamentals.
• Basic knowledge of IPv4 addressing, subnetting, DHCP, NAT, DNS, and firewall concepts.
• Familiarity with Linux/Unix command-line environments.
• Ability to troubleshoot common reefer reporting issues using approved support procedures.
• Understanding of RF fundamentals, signal strength measurements (dBm), antenna placement considerations, repeater usage, and vessel coverage concepts.
• Awareness of packet capture concepts, commissioning processes, and hardware installation boundaries.

Preferred Qualifications

• Exposure to SATCOM and Starlink technologies.
• Experience supporting maritime, IoT, telematics, networking, or related technical environments.
• Familiarity with gateway and BTS operations.
• Leverage AI-enabled tools and automation to support daily tasks and productivity.
• Commitment to continuous learning in digital and AI literacy.

Then we want to meet you!

Then we want to meet you!

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.