About the Job

About Aligned Automation

At Aligned Automation, we live by our "Better Together" philosophy to build a better world. As a strategic service provider to Fortune 500 companies, we help digitize enterprise operations and drive impactful business strategies. Our purpose goes beyond projects—we strive to deliver meaningful, sustainable change that shapes a more optimistic and equitable future.

Our culture is deeply rooted in our 4Cs—Care, Courage, Curiosity, and Collaboration—ensuring that each employee is empowered to grow, innovate, and thrive in an inclusive workplace.

Job Description:

The Sr. Technical Support Engineer serves as a Subject Matter Expert (SME) responsible for managing
complex support tickets, overseeing dispatch operations, and handling escalated customer communications
across enterprise-level servers, storage, client, and consumer systems. The role demands deep technical
expertise in troubleshooting and diagnosing hardware issues, along with the ability to mentor and guide
junior team members.



This position operates on a rotational shift basis covering morning, afternoon, and
night shifts to provide seamless support across the Americas, EMEA, and Asia-Pacific regions

Responsibilities
• Act as the Subject Matter Expert for enterprise hardware troubleshooting, serving as the escalation
point for complex technical issues.

• Oversee and manage the ticket queue, ensuring accurate categorisation, prioritisation, and resolution
within defined SLAs.

• Review and approve dispatches for field service engineers and replacement parts, ensuring correctness
before execution.

• Handle escalated customer emails, providing expert-level troubleshooting guidance, root cause
analysis, and resolution updates.

• Mentor, train, and provide technical guidance to Associate Consultants and junior support engineers on
processes, tools, and troubleshooting techniques.

• Develop and maintain knowledge base articles, SOPs, and troubleshooting documentation

📌 Sr. Technical Support Engineer (Pune)
🏢 Aligned Automation Services
📍 Pune