Senior Support Engineer

About CompanyAt Botsync, we aim to build more accessible and simplified automationsolution and to be the partner of choice for intralogistics automation. With our syncOSsoftware integrator tool and MAG AMR platform, we provide an intelligent end-to-endintegrated automation solution for factories and warehouses. Our solutions enablecompanies to implement automation solution that is fully transparent, more data drivenand fundamentally flexible to alter and reconfigure.Role SummaryWe are actively seeking a talented and proactive Senior SupportEngineer to join our expanding team. In this role, you will play a vital part in ensuring ourcustomer success by providing exceptional technical support through various channels,including phone, email, and chat. Your responsibilities will include troubleshootingtechnical issues, offering clear instructions, and continuously monitoring and improvingcustomer experience.Responsibilities1.Leverage a proven track record in customer communications to ensure clear,consistent, and effective messaging across all customer touchpoints, fosteringstrong relationships with clients.2.Manage and resolve customer escalations promptly, ensuring effectivecommunication and swift resolution to maintain a positive customer experience.3.Lead conversations involving multiple stakeholders, collaborating seamlessly with sales,solutions, product, and support teams to align customer experience strategies with the unique demands of our industry.4.Proactively monitor customer sites through dashboards, identifying andaddressing potential issues before customers report them.5.Build tools to automate & improve support processes such as live dashboards,automated responses, etc6.Micro-analyze AMR and software products from all engineering perspectiveshardware and software.7.Troubleshoot and resolve a diverse range of technical issues, demonstrating astrong understanding of electronics PCB and components.8.Diagnose problems swiftly and identify root causes to deliver efficient solutions.9.Offer clear and concise instructions to customers, empowering them to resolveissues independently when possible.10.Document all customer interactions, ensuring comprehensive and accuraterecords.11.Collaborate with team members and escalate complex issues to senior engineerswhen necessary.12.Stay abreast of the latest technologies and products to provide informed support.13.Continuously enhance your skills and knowledge through proactive learninginitiatives.14.Prepare user interfaces using Botsync’s no-code syncOS platform15.Coordinate and execute the remote deployment of Botsync's products incollaboration with our trusted partners and internal installation teams.Qualifications1.4-5 years of hands-on experience in Customer Support.2.Proven experience in managing complex technical products with a demonstratedability to quickly learn and adapt to sophisticated solutions, particularly requiredfor your role in the context of Botsync’s AMR and automation systems.3.Demonstrated success in customer communications and Customer ExperienceManagement .4.Basic knowledge of electronics & electrical systems5.Basic knowledge of automation systems & equipment like PLCs, conveyors,cobots etc.Key Traits Candidates Must Possess

• Excellent problem-solving and critical thinking skills.
• Exceptional communication and interpersonal skills.
• Ability to work both independently and collaboratively within a team.
• Strong time management skills to prioritize and handle multiple tasks effectively.
• Proven ability to troubleshoot and resolve technical issues efficiently.
• Able to work on Staggered Schedule.
• Prior experience working on mobile robot solutions and ROS is an addedadvantage.
• Able to travel to sites 20% of the timeBenefits that Botsync provides
• Comprehensive benefits package encompasses Health Insurance coverage foremployees, their spouses, and children, along with a Provident Fund.
• Opportunity to work with a diverse range of technologies and products.
• Flexible work environment and work from home arrangement
• Engaging and supportive team culture that fosters professional growth anddevelopment.
• Work with global customers across the Globe.