- Santriya Technologies is seeking an AI-Enabled Technical Support Executive (Non-IT) to provide product/equipment technical support using AI-assisted knowledge retrieval and diagnostic workflows, while ensuring recommendations remain within approved manuals, safety limits and service authority.

- Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services.

- The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth.

- Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work.

- Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escalate conflicts or missing guidance.

- Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities:

- Diagnose customer/equipment issues using symptoms, operating context, manuals and approved troubleshooting trees.

- Use AI to search documentation and summarize likely causes, verifying every recommended step against current product version.

- Guide customers or field teams through protected, authorized checks and recovery steps.

- Create cases with model/serial/version, evidence, actions taken and results.

- Escalate safety-critical, warranty,



engineering-change or unresolved faults to qualified teams.

- Identify repeat failure modes and knowledge gaps and contribute to product documentation.

- Coordinate parts, field service and replacement workflows where required.

- Never provide unsupported modifications, bypasses or safety-control overrides.

- AI-enabled ways of working:

- Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.

- Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.

- Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.

- Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

- Human accountability: AI is a copilot, not the accountable decision-maker.

- The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation.

- Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

- Success Measures:
- First-time fix / remote resolution improve

- Unsafe or unsupported advice remains zero

- Escalations contain complete diagnostic evidence

- Repeat issues feed product/knowledge improvement

📌 AI-Enabled Technical Support Executive (Non-IT) (Chennai)
🏢 Santriya Technologies
📍 Chennai