Lead Tech Support Engineer

About the Role  

The Lead Technical Support Engineer works onsite with an existing Litmus Automation customer to provide support for our products in the customer environment. The Engineer acts as the hands and eyes for any local incidents related to our Litmus products and leads in troubleshooting incidents with the customer to ensure timely resolutions. Additionally, the Technical Support Engineer takes responsibility for ensuring all customer concerns for the site are managed and escalated as appropriate.  

As a Lead Technical Support Engineer, you will be the first point of contact for handling onsite customer incidents and questions and managing these incidents and questions to completion within service level agreements.  You will be part of the Customer Support team and collaborate with other members of the team to fulfil your responsibilities for the customer.  

Location: This is a Remote job, work from anywhere in India.

Responsibilities 

• Provide onsite support to Install, configure, and troubleshoot Litmus Automation's software products on various platforms and environments. 
• Become the technical expert on supporting Litmus Automation Products in a customer environment. 
• Use Litmus Automation tools to diagnose customer issues and maintain/update ticket information. 
• Communicate effectively with customers and internal teams, both verbally and in writing. 
• Provide excellent customer service and satisfaction, handling customer complaints and escalations professionally and respectfully. 
• Follow Litmus processes and standards for Incident, Problem and Service Management, Escalation, Closing Tickets, Communication, Ticket Management, Shift Handover. 
• Contribute to the overall Litmus Automation knowledge base and create knowledge base content for a specific customer. 
• Provide input to the prioritization of bug fixes and communicate current bugs and workarounds to customers. 
• Actively communicate with other Litmus Automation employees assigned at the customer site to ensure communication of work performed across all shifts. 
• Provide feedback to the Litmus Automation Product and Marketing teams regarding perceived gaps between product functionality and market/customer demands, as well as documenting bugs and suggesting new features.  

Required Qualifications 

• Experience in a manufacturing environment, specifically delivering solutions pertaining to the shop floor, automation, or industrial Internet of Things 
• Familiarity with industrial equipment and systems, such as PLCs, SCADA, and sensors 
• Familiar with OT and IT networking concepts, architecture and protocols
• 8+ years of solid background in information technology, such as operating systems, databases, cloud services, security, and networking
• 8+ years of experience with products and technologies used outside of or with Litmus products, such as MQTT, Docker, VM Ware, OPC UA etc.
• 8+ years of experience programming using java script and/or python
• Strong problem-solving skills with the ability to analyze complex problems and find solutions using logical reasoning and creativity
• Ability to explain technical concepts to customers in a clear and concise manner.
• Ability to work independently and collaboratively and adapt to changing situations and requirements.
• Experience working in a customer facing role with regards to handling customer concerns and escalations.  
• Enjoys solving problems and staying abreast of new technology and continually learning new things.
• Ability to follow Litmus processes and standards for Incident, Problem and Service Management, Escalation, Closing Tickets, Communication, Ticket Management, Shift Handover 

Direct Report: GCC Head