Description
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

📌 Technical Support Engineer (Bengaluru)
🏢 Emerson
📍 Bengaluru