Technical Support Engineer

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

Benefits offered by this job

Health coverage

Paid time off

Flexible work arrangements

Job summary

ORBCOMM in Hyderabad, India is seeking a Technical Support Engineer to join our global support team on-site. You will be the first line of contact, delivering timely, professional assistance across our IoT product suite and collaborating with cross-functional teams.

You should have 2+ years of international customer-facing experience, strong English communication skills, and solid troubleshooting abilities.

Qualifications

• 2+ years of experience in international, customer-facing support.
• Strong verbal and written English communication skills.
• Ability to troubleshoot effectively and think logically.
• Willingness to work in a fast-paced, global environment.

Responsibilities

• Serve as the first point of contact for customers via phone, email, and Salesforce.
• Log, track, and resolve customer issues with timely updates.
• Perform basic networking and connectivity troubleshooting.
• Collaborate with Engineering, QA, Sales, and Billing to resolve issues.

Skills

Customer support

Troubleshooting

English communication

Problem solving

Team collaboration

Education

Bachelor's degree

Tools

Salesforce

Microsoft Office

Linux/Unix

Networking

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Technical Support Engineer

Solutions Delivery Employee - Full-Time Hyderabad, Telangana, IN

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 you're tech-savvy, customer-focused, and thrive in a fast-paced, international environment, we want to hear from you!

Why You'll Love Working Here

At ORBCOMM, we connect the world through intelligent IoT solutions. You'll be part of a collaborative, high-energy support team that plays a vital role in ensuring our customers succeed. From logistics and transportation to maritime and supply chain operations, you'll support critical customer environments around the globe-helping users solve real-world problems.

This role plays a key part in supporting CrewView applications, gateways, vessel connectivity, reefer monitoring, and related networking technologies. You will work closely with customers and internal teams to identify issues, gather evidence, apply approved troubleshooting procedures, and ensure complex issues are escalated appropriately.

This role is based out of our Hyderabad office 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.

What You'll Do

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.

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

You're 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!

The Benefits of Working Here

A career with ORBCOMM offers a unique opportunity to grow your skills and expand your expertise in a collaborative, innovative environment. Beyond being part of an exceptional team, we provide a competitive, locally relevant benefits package designed to support our employees around the world. Benefits vary by location and include health and wellness coverage, paid time off, retirement or savings programs, flexible work arrangements, insurance coverage, lifestyle perks, and access to employee discounts-helping you thrive both professionally and personally.

How We Hire

ORBCOMM uses technology-enabled tools, including artificial intelligence (AI), to support parts of the recruitment process. All hiring decisions are made by people, as part of our human-led, tech-enabled culture.

About Us

At ORBCOMM, we're pioneers in IoT technology that drives innovation and empowers our clients to make data-driven decisions. Our industry-leading solutions enable customers to boost productivity, streamline operations, and increase their bottom line. With over 30 years of experience and the most comprehensive solution portfolio in the industry, we enable the management of millions of assets worldwide across diverse sectors, including transportation, heavy industries, satellite, and maritime. Discover how ORBCOMM is transforming industries and unlocking the potential of data to drive meaningful change at www.orbcomm.com !

Ready to Join Us?

We believe that our people are our greatest asset. Your skills and passion can help us achieve remarkable things! If you're seeking a thrilling career opportunity in a vibrant, growth-oriented environment, ORBCOMM is the perfect fit for you.

We are committed to building a diverse and inclusive workplace and appreciate all applicants for their interest in joining our team. Only candidates selected for an interview will be contacted.

At ORBCOMM, we are also dedicated to ensuring accessibility and are pleased to offer accommodations for individuals with disabilities upon request throughout all aspects of the selection process.