Tech Support Engineer

About Us:

DATOMS is an IoT platform designed to streamline asset management and operations for Original Equipment Manufacturers (OEMs) of engines and related products. The platform addresses the complex needs of OEMs by providing comprehensive solutions that enhance product performance, improve operational efficiency, and reduce downtime.

As a leader in IoT innovation, DATOMS is trusted by leading engine manufacturers. The platform empowers OEMs to leverage technology for business growth, optimize operations, and maintain a competitive edge. By integrating IoT into their products, OEMs can unlock new revenue streams, enhance efficiency, and deliver superior services to their customers.

Job Summary:
We are seeking a proactive and detail-oriented individual to join our team as a Support Engineer. The ideal candidate will be responsible for providing exceptional customer support, ensuring customer satisfaction, and efficiently managing internal tickets raised by various teams. This role requires strong communication skills, a customer-first mindset, and the ability to collaborate with cross-functional teams to resolve issues promptly.

Key Responsibilities:-

Customer Support:

1. Respond promptly to customer inquiries via email ensuring a professional and friendly tone.
2. Understand customer concerns, provide accurate information, and resolve issues in a timely manner.
3. Coordinate with technical teams to address and resolve customer complaints or service issues.
4. Document and maintain records of customer interactions and resolutions in the CRM system.
5. Proactively follow up with customers to ensure issues are resolved and satisfaction is achieved.

Internal Ticket Management:

1. Receive, prioritize, and assign internal tickets raised by various teams (e.g., technical, operations, sales).
2. Monitor ticket status and ensure timely updates and resolution within defined SLAs.
3. Collaborate with cross-functional teams to escalate and resolve complex issues effectively.
4. Analyze trends in ticket data to identify recurring issues and suggest process improvements.
5. Maintain a detailed log of all tickets, resolutions, and follow-ups in the internal ticketing system

Qualifications & Requirements :-

• B.Tech in Electrical & Electronic Engineering.
• 1-3 year's experience in Support engineer or related field.
• Proven experience in customer support and/or ticket management roles.
• Proficiency with CRM and ticketing systems (e.g., Salesforce, Zendesk, Jira, etc.).
• Strong problem-solving and organizational skills.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize tasks, and meet deadlines in a fast-paced environment.
• A customer-centric mindset with the ability to handle challenging situations with empathy and professionalism.
• Experience in analyzing ticket data and implementing process improvements.
• Technical background or experience working in cross-functional teams is a plus.