Sr Engineer- Technical support VTS

Technical Support Sr engineer

As a Senior Technical Support Engineer at Leybold India Pvt Ltd, you will play a pivotal role in ensuring the seamless operation of our Vacuum Technique products and services within the region of Bangalore, India. You will be the front line of defense for troubleshooting complex hardware, software, application, and network issues faced by our diverse customer base.

• Troubleshooting & Issue Resolution: Identify, diagnose, and resolve critical technical problems efficiently by reproducing issues, determining root causes, and applying robust solutions. You will adhere to standardized troubleshooting protocols and meticulously document your investigative findings to enhance team knowledge and future problem resolution.
• Customer Interaction & Communication: Serve as a trusted technical advisor responding to customer concerns through multiple communication channels including email, telephone, chat, and ticketing platforms. You will translate complex technical jargon into accessible language ensuring clear understanding while maintaining a courteous and professional demeanor that fosters strong customer relationships.
• Incident Management: Utilize state-of-the-art ticketing systems such as ServiceNow, Zendesk, or Jira to log, monitor, and prioritize incidents based on their impact and service level agreements. You will escalate unresolved or high-priority issues effectively to senior engineers or related teams ensuring swift resolution of critical problems.
• Collaboration with Engineering & Product Teams: Work in close partnership with development, QA, and operations teams to identify, report, and resolve bugs or performance bottlenecks. You will contribute detailed problem reports, including logs, reproduction steps, and screenshots, and actively participate in product updates, releases, and testing cycles to improve product quality.
• Documentation & Knowledge Base Management: Take ownership of creating and maintaining comprehensive troubleshooting guides, FAQs, and technical articles. This effort supports continuous knowledge sharing and empowers both the team and customers to address common issues efficiently.
• Monitoring & Preventive Maintenance: Conduct proactive monitoring of systems and applications to detect errors and performance degradation. You will propose and implement preventive measures to mitigate recurring faults, enhancing system reliability and customer satisfaction.
• Continuous Learning & Skill Development: Commit to ongoing professional development by staying current with the latest features, products, and technologies relevant to the vacuum technology field. You will participate in advanced training sessions, attain certifications, and engage in research initiatives to sharpen your technical acumen.

Your role is dynamic and involves extensive interaction not only with customers but also with multi-disciplinary internal teams. This position is ideal for a technically adept, communicative, and customer-focused professional eager to contribute to a leading company in industrial vacuum solutions.

To succeed, you will need

We warmly encourage applications from individuals of all backgrounds and experiences, believing that diversity drives innovation and success. To thrive in this role, you will need:

• Proven experience of 3 to 5 years in a technical support or related engineering role, ideally within the vacuum technology or industrial equipment sector.
• Strong problem-solving capabilities with the ability to analyze complex technical issues and devise effective solutions promptly.
• Excellent written and verbal communication skills enabling clear and empathetic interaction with a wide range of customers.
• Familiarity with ticketing systems like ServiceNow, Zendesk, or Jira, and adherence to structured incident management processes.
• Preferred skills include proficiency in networking concepts, hardware diagnostics, and experience working collaboratively with engineering teams.
• Demonstrated adaptability and a continuous learning mindset to keep pace with technological advancements and evolving product lines.

In return, we offer

• Culture of Trust and Accountability: Join a workplace committed to mutual respect, where your expertise and contributions are valued and recognized. We foster an environment where individuals are empowered to take ownership and succeed.
• Lifelong Learning and Career Growth: Benefit from extensive learning opportunities through training programs, certifications, and access to cutting-edge technology projects. We support your professional development with clear pathways for advancement within the technical support, engineering, or leadership tracks.
• Innovation Powered by People: Be part of a forward-thinking, innovative company that encourages creative problem-solving and values your input in shaping future solutions.
• Comprehensive Compensation and Benefits: Receive a competitive salary package aligned with industry standards, complemented by a comprehensive benefits program including health insurance, paid leave, and wellness initiatives designed to support your well-being.
• Health and Well-being: Enjoy a healthy work environment with flexible work arrangements where possible and programs that promote work-life balance, mental health, and physical wellness.
• Recognition and Reward: We celebrate performance and contributions, offering incentives and opportunities for you to shine professionally.
• Meaningful Impact: Play a crucial role in enhancing customer satisfaction and product reliability by resolving complex issues, ultimately contributing to the success of a global leader in vacuum technology.

Job location

You will be an integral member of our customer center located in Bangalore, India. This role involves working as part of a dynamic field service team with a significant emphasis on remote work. Expect to travel extensively within your designated area across India to engage directly with customers, providing hands-on technical support and fostering strong client relationships.