Description :

Job Title : Technical Customer Support Engineer

Location : Bangalore

About The Role :

We are looking for a Technical Support Engineer to collaborate directly with our strategic enterprise accounts and product team, helping solve the problems faced by our Customers.

Key Responsibilities :

- Provide front-line technical support to Sunix customers, diagnosing and resolving technical issues promptly.

- Provide technical support via tickets to ultimately diagnose, troubleshoot and resolve inquiries and issues efficiently, on issues like hardware downtime (both edge device and camera), event, software and infrastructure configuration issues.

- Monitor and manage tickets to ensure timely resolution within defined Service Level Agreements (SLAs).

- Document root cause analysis, solutions, create knowledge-base articles, and share insights to prevent recurring issues.

- Develop deep product knowledge to help customers maximise value from our solutions.

- Identify opportunities to enhance product reliability, usability, and customer satisfaction.

- Collaborate and work with internal engineering, product, and development teams to escalate and resolve complex technical issues.

- Monitor and manage downtime dashboards to get ahead of potential customer issues in a proactive manner.

- Provide input into product development and improvement by relaying feedback to engineering teams.

- Collaborate with other support engineers to foster a knowledge-sharing environment.

Required Skills and Qualifications :

- Technical background with 5+ years of experience in technical support or software engineering.

- Familiarity with network/firewall protocols and security practices.

- Strong working knowledge of issue tracking ticketing systems, with a strong preference for the Atlassian suite to include Jira and Confluence.

- Experience working with APIs, databases, and cloud infrastructure with a strong preference for AWS.

- Familiarity with operating systems (Windows, Linux, macOS) and cloud technologies.

- Strong technical and analytical problem-solving skills, with the ability to troubleshoot software, hardware, and networking issues.

- Previous experience in customer-facing technical roles is highly desirable.

- Knowledge of programming languages or scripting (e.g., Python, Java, SQL) is a plus.

- Experience with support ticketing systems and remote troubleshooting tools.

- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

- Customer-focused with strong interpersonal skills and a high level of empathy.

- Ability to prioritise tasks and manage time effectively in a fast-paced environment.

Preferred Additional Qualifications :

- Experience with IP camera technologies, including RTSP-based video streaming, camera configuration, and integrations into distributed systems is a distinct advantage.

- Certification in relevant technologies (e.g., AWS, CompTIA, Cisco, Microsoft) is an added advantage.