157 Customer Support Engineer jobs in Nagpur

• Serve as an escalation point for complex technical issues reported by customers and front-line support teams.
• Diagnose, troubleshoot, and resolve advanced hardware and software problems.
• Reproduce customer issues in test environments to identify root causes and develop solutions.
• Collaborate closely with product development, engineering, and quality assurance teams to resolve bugs and improve product stability.
• Develop and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and FAQs.
• Provide technical training and mentorship to junior support engineers.
• Manage customer expectations and communicate effectively regarding issue resolution status.
• Analyze support trends and provide feedback to product teams to prevent future issues.
• Contribute to the development and implementation of support processes and tools.
• Ensure timely and satisfactory resolution of all escalated customer issues.

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
• Minimum of 5 years of experience in technical customer support, troubleshooting, or a related role, with a proven track record of handling complex escalations.
• In-depth knowledge of operating systems (Windows, Linux, macOS), networking protocols, and common hardware/software issues.
• Experience with specific technologies relevant to the client's product suite (e.g., cloud platforms, databases, specific software applications).
• Strong analytical, problem-solving, and diagnostic skills.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Ability to work effectively under pressure and manage multiple priorities.
• Customer-focused attitude with a passion for delivering exceptional service.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Experience in mentoring or leading junior team members is a plus.

• Respond to customer inquiries and resolve technical issues promptly and professionally.
• Provide comprehensive support for software applications, guiding users through setup, troubleshooting, and usage.
• Diagnose and resolve common technical problems related to software, hardware, and network connectivity.
• Escalate complex issues to senior technical staff when necessary, providing detailed documentation.
• Document all customer interactions and resolutions accurately in the CRM system.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Identify trends in customer issues and provide feedback to the product development team.
• Contribute to the creation and maintenance of knowledge base articles and FAQs.
• Adhere to company policies and procedures for customer support.
• Participate in ongoing training to stay updated on product features and support best practices.

Company: EasyControl

Industry: Mobile Device Management (MDM) & Unified Device Management (UDM)

Location: Remote (India)

Employment Type: Full-time / Remote

EasyControl is a global provider of Mobile Device Management (MDM) and Unified Device Management (UDM) solutions, helping enterprises remotely manage, secure, and monitor Android, iOS, and IoT devices across industries such as retail, logistics, education, and manufacturing.

We are seeking a technically skilled and self-driven professional to join our global support and pre-sales team.

Candidates with prior MDM/EMM/UEM experience are strongly preferred.

You will collaborate with enterprise clients and internal teams to deliver high-quality technical support, product demonstrations, and deployment guidance for EasyControl's MDM/UDM solutions.

Pre-Sales Support

• Collaborate with sales and marketing teams to understand client needs and deliver tailored MDM/UDM solutions.
• Conduct online product demonstrations and presentations for enterprise customers.

Technical Support

• Provide remote technical assistance for product deployment, configuration, and troubleshooting.
• Collaborate with R&D teams to reproduce and resolve customer issues.
• Guide customers on product best practices and record feedback for continuous improvement.

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 2+ years of experience in technical support or pre-sales for SaaS or enterprise software.
• Hands-on experience with MDM / EMM / UEM platforms (Android Enterprise, iOS MDM, etc.).
• Strong understanding of device configuration, remote management tools, and basic networking.
• Strong English communication and presentation skills (verbal and written).
• Ability to work independently and remotely across time zones.

• Experience with Android system configuration or device enrollment (QR code, Zero-touch, EMM).
• Familiarity with APIs, JSON, or command-line tools (adb).

• Remote-first culture with flexible hours.
• Competitive salary based on experience.
• Opportunity to grow in a fast-expanding global tech company.
• Work with a global MDM/UDM platform trusted by enterprises worldwide.

Unlock your leadership potential with this exciting role as a Technical Customer Support Leader.

Achieve exceptional service standards by guiding technical customer support teams to deliver outstanding results.

The ideal candidate will have:

• Bachelor's degree in a relevant field (desired).
• 5-6 years of experience in technical support, focusing on troubleshooting devices and services across the technical and entertainment industry via phone and email.
• Proven ability to manage and mentor a team, ensuring efficient and high-quality customer support.
• Strong analytical skills and the ability to diagnose and resolve technical challenges swiftly.
• Excellent verbal and written communication skills to guide the team in providing clear and effective support.
• Solid understanding of mobile devices, TV boxes, and related technologies.

This position requires:

• Leading and overseeing the technical support team, providing guidance and support to ensure exceptional customer service.
• Assisting the team in diagnosing and resolving complex technical issues efficiently.
• Collaborating with other departments to streamline processes and contribute to service quality improvement.
• Staying current with industry trends and advancements to help elevate our support standards.

We offer a dynamic work environment where you can grow professionally and develop your skills. Apply now to take the next step in your career.

Provide technical support for hardware, software, and network issues

Manage and resolve client queries efficiently via various channels

Coordinate with colleges and schools for technical guidance and support

Document technical issues and solutions

Provident fund

Responsibilities:

* Provide technical support via phone, email & chat

* Maintain customer satisfaction through timely resolutions

* Collaborate with IT team on system improvements

* Troubleshoot hardware & software issues

• Lead, mentor, and manage a team of technical support specialists, fostering a high-performance culture.
• Oversee the day-to-day operations of the technical support department, ensuring efficient ticket handling and resolution.
• Develop and implement best practices for technical support processes and workflows.
• Manage and resolve complex customer technical issues and escalations promptly and effectively.
• Monitor support queues and key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
• Train new support staff and provide ongoing coaching and development for the team.
• Collaborate with product development and engineering teams to identify and address root causes of recurring issues.
• Create and maintain a comprehensive knowledge base of technical solutions and troubleshooting guides.
• Ensure adherence to service level agreements (SLAs) and maintain high standards of customer service.
• Identify opportunities for process improvement and implement solutions to enhance support efficiency and effectiveness.
• Gather customer feedback and insights to inform product enhancements and service improvements.
• Manage relationships with third-party vendors for support tools or services, if applicable.
• Report on support team performance and key metrics to senior management.
• Stay updated on product knowledge and technical advancements relevant to the supported systems.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing a technical support team and resolving complex customer issues.
• Strong understanding of hardware, software, and network troubleshooting.
• Excellent analytical and problem-solving abilities.
• Exceptional communication, interpersonal, and customer service skills.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software.
• Ability to train and mentor team members effectively.
• Strong organizational skills and the ability to manage multiple priorities.
• Experience in developing and maintaining knowledge base articles.
• A calm and professional demeanor, especially under pressure.

• Lead, manage, and mentor a team of technical support representatives.
• Oversee the daily operations of the customer support department, ensuring timely and effective issue resolution.
• Develop and implement support procedures and best practices to enhance service quality.
• Act as an escalation point for complex technical issues and customer complaints.
• Train and onboard new support team members, providing ongoing coaching and performance feedback.
• Monitor support queues, ticket volumes, and resolution times to ensure service level agreements (SLAs) are met.
• Analyze support data to identify trends, recurring issues, and areas for product improvement.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with engineering and product teams to address software bugs and technical challenges.
• Ensure customer satisfaction through efficient and empathetic support interactions.
• Manage relationships with third-party support vendors, if applicable.
• Contribute to the development and implementation of support tools and technologies.
• Report on key support metrics and team performance to management.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
• Strong understanding of IT systems, software applications, and troubleshooting methodologies.
• Proven experience managing and motivating a support team.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional communication, interpersonal, and customer service skills.
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to develop and deliver technical training.
• Familiarity with remote support tools and techniques.
• Strong organizational skills and the ability to prioritize tasks effectively.
• Certification in relevant technologies (e.g., CompTIA A+, ITIL) is a plus.