: 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
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- L3-L4 Support for all products installed
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- Troubleshooting of field issues, performing root cause analysis and rolling out corrective and preventive actions
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- Lead Product analytic accuracy testing, customer UAT,
SAT.
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- Collaborate with cross-functional teams to resolve complex technical issues.
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Solution & POC: /n /n /n
- Handling Proof of Concepts, Demonstrations for large scale smart city and enterprise projects
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- Providing solution for customer requirements around the product
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Metrics and Reporting: /n /n /n
- Track and analyse key performance metrics (e.g., response time, resolution rate).
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- Prepare regular reports on project tracking
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- Regularly prepare and publish case studies, Knowledge management reports
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Training and Development: /n /n /n
- Provide Training to partner and enable them to do L1, L2 support
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- Stay up to date with product developments and technical advancements.
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Process Improvement: /n /n /n
- Discover / Develop smart tools to improve the maintenance efficiency
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- Continuously evaluate and improve technical support processes.
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- Implement best practices to enhance efficiency and customer satisfaction.
/n /n /n What we are looking for: /n /n
- BE/BTech degree
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- Hands ON in Linux OS
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- Good knowledge in Device (Camera, ONVIF Standard)
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- Good in Storage,
Network & Database management concepts
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- Experience in deploying large scale smart city or enterprise products.
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- Experience in maintaining smartcity or enterprise customers for VMS, TMS, FRS products
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- 8+ years of experience in Technical Support Services preferably in security, surveillance, AI based security, VMS, TMS, FRS, VSaaS
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- Strong technical background and experience in technical support management.
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- Ensure high-quality technical support to customers.
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- Improve customer satisfaction and loyalty.
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- Excellent troubleshooting or project management skills.
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- Strong analytical and problem-solving skills.
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- Excellent communication and customer service skills.
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- 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.
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- Opportunity to work with top-tier Clients, partners and industry leaders.
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- Competitive salary, performance incentives, and qualified growth opportunities.
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- 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