About The Company Dover India is a subsidiary of Dover, a diversified global manufacturer with annual revenues exceeding $7 billion. Dover is renowned for delivering innovative equipment, components, specialty systems, consumable supplies, software, digital solutions, and comprehensive support services across multiple sectors.

The company operates through five key segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions, and Refrigeration & Food Equipment. With a global footprint and operational agility, Dover has established itself as a market leader by combining scale with entrepreneurial spirit. Over the past 60 years, Dover's dedicated team of approximately 24,000 employees has embraced an ownership mindset, working collaboratively with customers to push boundaries and redefine industry standards.

About The Role The Lead Technical Support Engineer at Dover India plays a critical role within the Customer Technical Support (CTS) organization. This position is the final escalation point for complex technical issues that cannot be resolved by Level 2 and Level 3 support teams.

The Lead Technical Support

Engineer is responsible for diagnosing and resolving the most challenging and intricate technical problems, ensuring customer satisfaction and operational excellence. This role requires close collaboration with Field Engineering, Project Engineering, Advanced Technical Support, Product Management, and Software Development teams to facilitate effective issue resolution. The ideal candidate will possess extensive technical expertise, strong problem-solving skills, and the ability to mentor junior support staff, thereby enhancing the overall support ecosystem.

Qualifications The ideal candidate should hold a degree in Computer Science, Electrical Engineering, or a related field.



Candidates with 8 or more years of experience in providing technical support within call centers, preferably in pharmaceutical or related industries, are highly preferred. Extensive knowledge of various Microsoft Windows operating systems, basic MS SQL database management, cloud technologies, LAN/WAN networking, and IT network operations is essential.

Experience troubleshooting complex digital logic circuits, Programmable Logic Controllers (PLCs), and associated automation systems will be advantageous. Strong communication skills, analytical thinking, and a customer-centric approach are also necessary to excel in this role.

Responsibilities Serve as the primary escalation point for complex issues escalated from Level 2 and Level 3 support teams globally, ensuring timely resolution and customer satisfaction.

Handle cases across different time zones, balancing workload efficiently while maintaining high-quality support standards.

Act as a liaison with Project Engineering, Field Engineering, Product Management, and Software Development teams to facilitate effective resolution of technical issues.

Reproduce and confirm product defects, documenting findings, and reporting them to relevant teams for immediate and future resolution planning.

Create and update detailed case records, including actions taken, problem diagnosis, resolutions, follow-ups, and scheduled callbacks to customers when necessary.

Ensure all customer and partner inquiries are responded to within established timeframes, adhering to service level agreements (SLAs) and escalation SOPs.





Generate Out of Production notifications and develop technical bulletins to serve as job aids, thereby expanding the knowledge base for support personnel.

Provide product training and mentorship to Level 1 and Level 2 support teams, fostering continuous learning and improvement.

Recommend and implement process improvements to enhance support efficiency and effectiveness.

Coordinate with appropriate resources to resolve issues, ensuring customer satisfaction and retention.

Participate in a 24x7x365 on-call support rotation to provide enterprise-level support whenever required.

Continuously increase product and business knowledge to stay current with technological advancements and industry best practices.

Benefits Dover India offers a comprehensive advantages package designed to support the health, well-being, and professional growth of its employees. This includes competitive salary packages, health insurance coverage, retirement plans, and paid time off. Employees have access to ongoing training and development programs to enhance their skills and career progression.

The company fosters a collaborative and inclusive work environment, encouraging innovation and ownership. Additionally, Dover provides opportunities for international exposure and cross-functional projects, allowing employees to expand their expertise and advance their careers within a global organization.

Equal Opportunity Dover India is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, religion, gender, age, sexual orientation, disability, or any other legally protected status. We believe that diversity drives innovation and excellence, and we are dedicated to providing an environment where all employees can thrive and contribute to our shared success.

📌 Senior Technical Support (India)
🏢 Netrolynx AI
📍 India