Position Summary:
As a Technical Support Engineer (TSE), you will serve as a trusted technical
advisor to customers throughout their product and system lifecycle. In this
role, you will leverage advanced product, platform, and system expertise to
resolve complex technical issues, enable customer success, contribute to
knowledge sharing, and collaborate across functions to enhance the customer
experience. You will also play a key role in mentoring team members, identifying
opportunities for customer growth, and advocating for customer needs within the
organization.

In This Role, Your Responsibilities Will Be:
* Resolve technical issues for customers across all account tiers, ensuring
timely and effective solutions.
* Apply advanced product, platform, and system knowledge to guide customers
through their entire journey and help them achieve successful outcomes.
* Serve as a primary technical resource for collaboration, supporting peers
through informal escalations, technical discussions, and knowledge sharing.




* Coach and support less experienced Technical Support Engineers on technical
concepts, troubleshooting approaches, and support processes.
* Identify potential sales opportunities during technical interactions and
communicate them through the appropriate sales channels.
* Build customer proficiency through technical support engagements, formal
training sessions, and educational initiatives.
* Scope and deliver paid technical consulting services when product or platform
expertise is required.
* Apply Knowledge-Centered Service (KCS) methodologies to create, improve, and
maintain knowledge articles, how-to guides, and self-service content.
* Identify knowledge gaps and provide actionable feedback to improve
customer-facing content.
* Advocate for customer experience improvements by sharing insights and
recommendations with cross-functional teams.
* Report product quality, reliability, maintenance concerns, and software or
hardware defects to research and developm

📌 Technical Support Engineer (Bengaluru)
🏢 Emerson
📍 Bengaluru