Introduction

About SymphonyAI
SymphonyAI Industrial is a global leader in Industrial AI, enabling manufacturers and asset-intensive enterprises to transform fragmented IT, OT, and edge data into real-time, contextual intelligence that improves uptime, throughput, and operational efficiency.

Job Description

About the Role
Build technical depth while providing dependable customer support across SymphonyAI Industrial products. This is the foundational engineering level, focused on disciplined triage, clear customer communication, accurate documentation, and resolution of common issues with guidance from more experienced engineers.
This role participates in both Level 1 (L1) and Level 2 (L2) support activities based on business need, skill, access, and incident priority. The role also participates in the 24/7 on-call rotation and responds to assigned incidents within applicable service-level targets and escalation procedures.
Key Responsibilities
Customer Support and Incident Management
• Receive, clarify, categorize, and troubleshoot customer requests through approved support channels.




• Perform L1 triage and resolve common L1 and L2 issues using documented procedures, known solutions, and guidance from senior engineers.
• Collect complete diagnostic information, reproduce issues when feasible, and escalate with a transparent problem statement, evidence, customer impact, and actions already attempted.
• Maintain accurate ticket status, customer communications, time entries, resolution details, and handoff notes.

Technical Investigation
• Use foundational skills in SQL, Windows/Linux, application logs, networking concepts, and cloud services to investigate incidents.
• Execute approved diagnostic queries, scripts, and operational procedures without introducing avoidable risk.
• Support root cause analysis by gathering evidence, documenting observations, and validating corrective actions.

Knowledge and Collaboration
• Create and update knowledge articles, troubleshooting

📌 Technical Support Engineer (Bengaluru)
🏢 SymphonyAI
📍 Bengaluru