Senior Support Engineer - Field (TN & Karnataka)

Designation: Senior Support Engineer Department: Technical Support / Customer Support Location: Bangalore (Extensive travel across Tamil Nadu and other assigned territories) Employment Type: Full-Time Experience: Minimum 3 Year Salary: ₹20,000 – ₹25,000 per month + Incentives and BATA About the Role: We are looking for a proactive, customer-focused and technically capable Support Engineer to provide technical assistance, resolve customer issues and ensure smooth deployment and operation of our software solutions. This is a field-oriented technical support role based in Bangalore, requiring extensive travel across Tamil Nadu. The Support Engineer will be responsible for handling customer support requests, troubleshooting technical issues, conducting on-site product demonstrations and training users to ensure effective system adoption. The role requires someone who takes complete ownership of customer issues, communicates effectively with customers and internal teams, and works independently to ensure timely resolution without unnecessary dependencies. Key Responsibilities: Provide technical support to customers through phone, remote assistance and on-site visits, ensuring timely issue resolution. Take end-to-end ownership of customer issues, including troubleshooting, escalation, follow-up and closure. Install, configure, deploy and maintain software applications at customer locations. Diagnose and resolve software, system configuration, networking and basic hardware-related issues. Conduct product demonstrations, customer onboarding and user training sessions. Coordinate with development and internal teams to resolve complex technical issues while maintaining accountability for resolution. Travel extensively across Karnataka, Tamilnadu and other assigned locations for deployment, troubleshooting and customer support. Plan and manage customer visits, installations and support activities efficiently. Maintain accurate documentation of technical issues, troubleshooting steps, installations and resolutions. Provide proactive updates to customers and management on support activities, pending issues and resolution progress. Identify recurring technical issues, recommend improvements and communicate customer feedback to relevant teams. Maintain high customer satisfaction through prompt responses, professional communication and effective problem-solving. Provide on-call or emergency technical support when required. Key Performance Indicators (KPIs) Customer support issue resolution rate. Average time taken to resolve customer issues. Number of customer support requests successfully closed. Timely completion of software installations and deployments. Number of customer visits and on-site support activities completed. Customer satisfaction and support quality. Real-time updates to ERP Number of customer training sessions conducted. Accuracy and completeness of technical documentation. Effectiveness of escalation management and follow-up. Timeliness of customer communication and internal status updates. Reduction in recurring technical issues. Ownership and independent completion of assigned responsibilities. Qualification & Experience Willingness to travel extensively across Tamil Nadu. Any Degree, Diploma or higher qualification. Minimum 1 year of experience in Technical Support, Customer Support, Software Implementation or a related field. Experience in software installation, configuration and troubleshooting. Basic understanding of computer networks, operating systems and software applications. Experience providing customer support through phone, remote assistance and on-site visits. Willingness to travel extensively across Tamil Nadu. Required Skills Strong planning, coordination and problem-solving skills. Strong technical troubleshooting and problem-solving abilities. Excellent verbal and written communication skills. Ability to explain technical concepts clearly to non-technical users. Good telephone communication skills and a polite, professional approach. Strong customer service orientation. Ability to install, configure and maintain software applications in networked environments. Strong organizational skills and attention to detail. Ability to prioritize multiple support requests and manage assigned tasks efficiently. Strong coordination skills when working with development and implementation teams. Ability to document technical issues and resolutions accurately. Self-driven, with the ability to work independently in the field. Behavioral Competencies Ownership & Accountability: Take complete responsibility for assigned customer issues and ensure their closure rather than relying solely on other teams. Proactive Communication: Provide timely updates on task progress, challenges and dependencies without waiting to be asked. Customer-Centric Approach: Demonstrate patience, professionalism and empathy when handling customer concerns. Independent Problem-Solving: Make reasonable efforts to diagnose and resolve issues independently before escalating. Collaborative Mindset: Work effectively with internal teams while maintaining accountability for assigned responsibilities. Execution Focus: Prioritize timely completion of support activities and customer commitments. Adaptability: Remain flexible in handling changing customer requirements, travel schedules and technical challenges. Professionalism: Maintain a calm, courteous and solution-oriented approach when dealing with customers and colleagues. Reliability: Demonstrate consistency in task completion, reporting and follow-up activities. Language Requirements Tamil – Mandatory Kannada-- Mandatory English – Mandatory Candidates knowing Hindi/Telugu will have an advantage Preferred Industry Experience Healthcare Software Hospital Information Systems (HIS) Biomedical Waste Management Solutions