- Location
- Noida, India · Hyderabad, India · Bangalore, India · Chennai, India
- Workplace
- Remote
- Department
- Customer Service
- Source
- Keka
Description
Job Summary
We are looking for an experienced Technical Support Trainer to provide technical guidance, training, and operational support to field engineers. The role will be responsible for enhancing engineers' technical capabilities, resolving complex field issues, handling escalations, and managing professional email communication with internal and external stakeholders.
Key Responsibilities
- Provide technical guidance and remote support to field engineers for complex service-related issues.
- Conduct regular technical training, refresher sessions, and knowledge-sharing programs for field engineers.
- Develop and deliver training modules based on product updates, recurring technical issues, and field requirements.
- Support engineers in troubleshooting and resolving technical problems at customer locations.
- Analyze escalated cases and provide appropriate technical solutions within defined timelines.
Candidate Requirements:
4–8 years of relevant experience in technical support, after-sales service, field service, technical training, or a similar role.
Strong experience in guiding and supporting field/service engineers.
Excellent troubleshooting and technical problem-solving skills.
Experience in handling technical escalations and RCA.