Job Description

Job Description: Senior Technical Support Engineer

n

n

Location: Mumbai (2 Position) and Ahmedabad (2 Positions)

n

Position - 4

n

Department: Sales – Technical Support Services

n

Mode of Employment – Full-time

n

n

About Videonetics:

n

Videonetics is a leading innovator in AI-powered video computing solutions, offering intelligent video management, analytics, and security solutions across industries. Our mission is to make the world smarter and safer through cutting-edge technology.

n

To know more about us – , videonetics: Overview | LinkedIn

n

n

Who You'll Work With

n

You will report to the VP of Product Delivery. As part of the videonetics Sales team, you are the face of Videonetics to our customers.

n

n

What you’ll do

n

We are looking for dynamics and experienced Technical Support Services (TSS) engineer ensuring timely and effective deployment of our software & resolution of customer technical issues. This role involves collaborating with cross-functional teams, and driving continuous improvement in technical support operations. The ideal candidate should have strong technical expertise, leadership skills, and excellent communication abilities.

n

n

Key Responsibilities:

n

n

1. Customer Support:

n

n

n
- Installation and commissioning of Video Management Software, Traffic Management Software, Facial Recognition System & Video Surveillance as Service
n
- L3-L4 Support for all products installed
n
- Troubleshooting of field issues, performing root cause analysis and rolling out corrective and preventive actions
n




- Lead Product analytic accuracy testing, customer UAT, SAT.
n
- Collaborate with cross-functional teams to resolve complex technical issues.
n

n

n

2. Solution & POC:

n

n

n
- Handling Proof of Concepts, Demonstrations for large scale smart city and enterprise projects
n
- Providing solution for customer requirements around the product
n

n

n

3. Metrics and Reporting:

n

n

n
- Track and analyse key performance metrics (e.g., response time, resolution rate).
n
- Prepare regular reports on project tracking
n
- Regularly prepare and publish case studies, Knowledge management reports
n

n

n

4. Training and Development:

n

n

n
- Provide Training to partner and enable them to do L1, L2 support
n
- Stay up to date with product developments and technical advancements.
n

n

n

5. Process Improvement:

n

n

n
- Discover / Develop smart tools to improve the maintenance efficiency
n
- Continuously evaluate and improve technical support processes.
n
- Implement best practices to enhance efficiency and customer satisfaction.
n

n

n

What we are looking for:

n

n
- BE/BTech degree
n
- Hands ON in Linux OS
n
- Good knowledge in Device (Camera, ONVIF Standard)
n




- Good in Storage, Network & Database management concepts
n
- Experience in deploying large scale smart city or enterprise products.
n
- Experience in maintaining smartcity or enterprise customers for VMS, TMS, FRS products
n
- 8+ years of experience in Technical Support Services preferably in security, surveillance, AI based security, VMS, TMS, FRS, VSaaS
n
- Strong technical background and experience in technical support management.
n
- Ensure high-quality technical support to customers.
n
- Improve customer satisfaction and loyalty.
n
- Excellent troubleshooting or project management skills.
n
- Strong analytical and problem-solving skills.
n
- Excellent communication and customer service skills.
n
- Optional: Any scripting knowledge for tool development.
n

n

n

Why Join Us?

n

n
- Be part of an innovative company at the forefront of AI-driven video computing.
n
- Prospect to work with top-tier Clients, partners and industry leaders.
n
- Competitive salary, performance incentives, and professional growth opportunities.
n
- Embark on an impactful journey with Videonetics, where you'll work on innovative products that enhance safety, efficiency, and sustainability, ultimately making a positive difference in society
n

n

n

If you are passionate about building a strong and strategic Technical Support Service partner for Customers, we invite you to be part of our growth journey at Videonetics!

n

n

To Apply: Send your resume to [email protected]

📌 Senior Technical Support Engineer (Ahmedabad)
🏢 Videonetics
📍 Ahmedabad