22 Technical Roles jobs in Surat

Job Title: Junior Engineer, Technical Support, tier 2

NIKSUN is the recognized worldwide leader in making the Unknown Known, by using next-generation technology that revolutionizes the way networks and services are secured, protected, and managed. The company develops and deploys a complete range of award-winning forensics, compliance, security surveillance, and performance management solutions for applications ranging from core infrastructures to edge and branch environments.

Key responsibilities:

Respond to customer incidents through conducting preliminary assessment to product or system issues. Debug and track until resolution by analyzing the source of the issue and its impact on hardware, network, and storage resources. With your technical expertise you will support cloud solutions, App installs, release updates & upgrade, testing, deploying, maintaining, and enhancing software solutions. You will address bugs and escalate to engineering check code and verify accuracy, testability, functionality, and efficiency. Also, you should have a good understanding of different hardware components: processing, networking, storage. NIKSUN Cloud Support engineer is a customer facing role on which you

• Engage with NIKSUN’s clients on live troubleshooting sessions via telephone, e-mails, live-Chat to provide level 1/2 support on a vast array of NIKSUN products.
• Lead, manage and drive incidents to resolution, whether reported reactively by customers or proactively through NIKSUN monitoring tools.
• Adhere to incident severity standards, escalating none resolved incidents to Tier 3 at due time.
• Work with different NIKSUN engineering departments, relay a technical message back to the customer in a simple non-technical language if required.
• Maintain updates flowing to customers regarding incident resolution efforts at all times.
• NIKSUN Cloud support operates 24x7x365, you’ll be required to work on a shift schedule including day, night, weekends, and holidays.

Requirements:

• Must have 3 years of experience with DevOps support and experience in programming languages (preferred shell scripting).
• Must have 1 year of experience testing and maintaining software products.
• Must have 1 year of experience in cloud computing Kubernetes, Docker, YAML files…etc.
• Experience in providing technical support to Global clients.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Hands-on experience with Windows/Linux OS environments.
• Additional certification in Linux, Cisco, and Network and Information Security or similar technologies is a plus.

Required Skills and traits:

• Experience providing technical support to Global clients
• Excellent problem solving and communication skills.
• NIKSUN encourages teamwork, collaboration, and knowledge sharing.
• Mentor other team members and push the team for success.

Professional Requirements:

• Bachelor’s Degree in computer science or equivalent software engineering discipline.

Qualified applicants will receive consideration for employment without regard to age, race, creed, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or protected veteran status.

Designation : Director of global technical support

Location : Remote - India

Shift : EMEA / US Shift ( Rotational )

Experience : 12 + years , Relevant to leadership - 5 years

about product operations

The Product Operations team plays a pivotal role in driving success by providing comprehensive business insights, expert translations, precise technical writing, and impactful training solutions. We bridge the gap between complex technical information and actionable strategies, ensuring seamless communication across global teams. By delivering data-driven insights, translating technical content into accessible formats, and equipping teams with the knowledge they need, we empower our organization to operate efficiently and effectively in a dynamic, global environment

purpose of the job

The Global Technical Support team mission is to uphold high quality participant and customer experience of Randstad RiseSmart products and services. We aim to deliver timely, accurate, and professional technical support to all Randstad RiseSmart customers. We collaborate cross-functionally to document and communicate issues so we can improve and measure the continued success of our products.

● Lead global technical support teams, ensuring exceptional customer experiences

● Partner with product, engineering, and senior leadership to align support strategies with business goals

● Drive process improvements and scalable solutions to enhance efficiency

● Proactively identify and resolve technical challenges, implementing enterprise-wide enhancements

● Establish and monitor KPIs to measure and improve team performance

● Balance immediate operational needs with long-term growth and innovation

● strategic leadership and management of a function

● setting and managing budget

● responsible for achieving the goals through effective management of the team

Global Technical Support Metrics

● Agent and Customer Satisfaction (CSAT) Scores

● Cross-Department Communication Improvement Plan (Tier1&2 Support, Product Management and Product Advisory, & Tier-3/Dev team)

● Monthly & Quarterly Monitoring & Support for Ticket Volume, Error, Tag & Release Metrics

● Improve and maintain resolution time (Mean Time to Resolution, MTTR)

● Monitor & Track Agent productivity (ticket/issue counts, resolution rates, and SLA adherence

● Employee Engagement & Retention

● Cost Efficiency & Operational Improvements

● Knowledge Base Usage & Effectiveness

key stakeholders

● Global Operations, Sales, and Enterprise Teams - including but limited to Product Managerment; Engineering; Engagement/Operations; Accounting and Global IT

● All external customers and clients who are impacted with RandstadRiseSmart contracts

job requirements education, experience & knowledge

● University/Post Graduate degree or equivalent professional & intellectual ability

● excellent Microsoft Office/google for business applications skills

● wide and deep experience providing expert competence

● significant professional experience

● experience in managing and motivating teams

● solid experience of people management and leadership in a results-driven environment

● experience of planning and managing resources to deliver predetermined objectives

● experience of interpreting strategy and policy in order to set and deliver objectives within medium to long time frames

● experience working in a complex matrix, across multiple geographies

● proven experience of developing relationships working at a strategic and operational level

● The ideal candidate is an experienced, results-driven leader with a deep understanding of global technical support operations. Strong coaching, mentoring, and collaboration skills are essential to navigate challenges and ensure customer satisfaction.

The role requires flexibility across multiple global time zones to support diverse teams.

● Leadership & Experience: 5+ years leading global technical support teams, driving large-scale initiatives, and aligning operations with business goals; excellent people management skills

● University/Post Graduate degree or equivalent professional & intellectual ability

● excellent Microsoft Office/google for business applications skills

● proven experience of developing relationships working at a strategic and operational level

● Customer & Stakeholder Focus: 3+ years in technical support leadership, ensuring customer success, meeting SLAs, and delivering high-quality service.

● Technical & Industry Knowledge: Proficiency in Zendesk, ServiceNow, and Jira; passion for innovation and process evolution to stay ahead of industry trends.

● Global & Remote Operations: Ability to manage complex, distributed teams across global time zones

● Problem-Solving & Strategy: fostering collaboration while ensuring service excellence; Strong analytical mindset, ability to interpret strategy and policy to align with business objectives; Proactively help remove roadblocks; implement process improvements, and drive continuous growth in Support while keeping up team moral and motivation

● Communication & Adaptability: Exceptional verbal/written skills, ability to simplify technical concepts for stakeholders, and flexibility to multitask in a fast-paced environment, including flexibility with full-time schedule, including shift assignments on weekends and evenings to support global time zones

competencies

Randstad Enterprise Key competencies - focuses on assessing, measuring and improving performance - shows drive and determination to meet short- and long-term goals - calculates return on investment - customer focused - uses comprehensive knowledge and skills to act independently while guiding and training others to take action to increase quality - acts independently to apply comprehensive understanding of the business environment and objectives developing solutions while providing guidance and training others

Job specific competencies - builds a high performing team by ensuring that the team is focused, motivated and inspired to achieve team objectives - specifically creates positive team culture and inspires commitment - thinks through issues by seeing the pattern or big picture, brings facts and ideas together, and develops innovative or creative insights - acts independently using comprehensive knowledge and/or skills to conduct research and analyse data while guiding and training others on how to develop a comprehensive understanding of e.g. customer and market conditions

Responsibilities

• Responsible for organizing contract technical evaluation, review and formulating contract technical negotiation plan.
• Responsible for the communication and coordination of technical issues in contract implementation, etc.
• Responsible for assisting sales to complete technical communication and product promotion.
• Responsible for customer technical consultation and Q&A.
• Cooperate with GCS team to fix customer complaints.
• Collect and analyze local market demand and propose local product strategies for the company.

Minor responsibilities

• Complete work as assigned by supervisor.
• Collect, analyse and feedback customer requirement.

Qualifications

• Bachelor’s degree or above, English speaking, able to adapt to frequent travel, 5 years or above working experience in PV industry is preferred, with technical process or quality work experience in PV module / cell factory is preferred.
• PV expert on PV industry, familiar with product certificates and related IEC/UL standard.
• Possess a strong sense of responsibility and the ability to work effectively with others to achieve goals and requirements.
• Possess strong communication and verbal skills in English. Familiar with local Customs and Traditions.
• Have passports of India.

Objective:   The incumbent is expected to work closely with ExxonMobil’s Field Engineering (FES) & Sales Team in collaboration with Distributor team of assigned territories and should possess good understanding of Industrial and Automotive applications therein to further blend knowledge of industrial & automotive lubricants for delivering value based solutions to customers. 

Key Results / Accountability:

• A field based TSE to support the Industrial & Automotive businesses of ExxonMobil Lubricants by supporting customers through technical services.
  
• Should assist in identifying and developing new opportunities for obtaining customer recognized Value through innovative thinking and benefit selling.
  
• Responsible for supporting ongoing field trials of high performance oils & greases through regular visits & by maintaining proper co-ordination and communication with the stake-holders.
  
• Responsible for carrying ExxonMobil’s motto of Safety first & must follow 3rd party site safety principles & Job-Safety Analysis pre-requisites during customer visits.
  
• Should be able to carry out equipment inspections & further should know using MS Word for creating and submitting inspection reports. 
  
• Will be required to conduct on-site technical lube clinics and workshops at times for enhancing brand awareness and while soliciting new business opportunities.
  
• Attending and managing customer complaints arising due to application or lubricant related reasons and should be able to provide inputs to prepare reports on Root Cause failure analysis.
  
• Should be able to understand ExxonMobil’s range of Industrial & Automotive lubricants for delivering Value to customer
  

Key challenges :

• Multiple key stakeholders management (External & Internal)
  
• 50-60% travelling.
  
• Technical proficiency in applications and lubricants.
  
• Technical know-how of customer processes & market trends.
  

Education:  A Bachelor’s Degree (B.E. or B.Tech.) in Mechanical/Automobile Engineering will be an advantage.

Experience:  This role requires a minimum 3 years of experience in mechanical maintenance, field based technical services or sales engineering and should possess good understanding of Industrial applications like cement, power, steel plants etc. and/or automotive applications like engines, transmissions, hydraulics etc. Must have sound understanding of customers  and an experience with Lubricants Industry shall be preferred (optional) .

Competencies:

• Ability to demonstrate value creation for customers
  
• Presentation skills.
  
• Good written and verbal communication skills. Able to manage internal & external customers well.
  
• A demonstrated track record in problem solving.
  
• Strong networking and influencing skills.
  
• Experience in using applications like MS Office etc.
  
• Having a two-wheeler with valid driving license is a must
  

Objective:   The incumbent is expected to work closely with ExxonMobil’s Field Engineering (FES) & Sales Team in collaboration with Distributor team of assigned territories and should possess good understanding of Industrial and Automotive applications therein to further blend knowledge of industrial & automotive lubricants for delivering value based solutions to customers. 

Key Results / Accountability:

• A field based TSE to support the Industrial & Automotive businesses of ExxonMobil Lubricants by supporting customers through technical services.
  
• Should assist in identifying and developing new opportunities for obtaining customer recognized Value through innovative thinking and benefit selling.
  
• Responsible for supporting ongoing field trials of high performance oils & greases through regular visits & by maintaining proper co-ordination and communication with the stake-holders.
  
• Responsible for carrying ExxonMobil’s motto of Safety first & must follow 3rd party site safety principles & Job-Safety Analysis pre-requisites during customer visits.
  
• Should be able to carry out equipment inspections & further should know using MS Word for creating and submitting inspection reports. 
  
• Will be required to conduct on-site technical lube clinics and workshops at times for enhancing brand awareness and while soliciting new business opportunities.
  
• Attending and managing customer complaints arising due to application or lubricant related reasons and should be able to provide inputs to prepare reports on Root Cause failure analysis.
  
• Should be able to understand ExxonMobil’s range of Industrial & Automotive lubricants for delivering Value to customer
  

Key challenges :

• Multiple key stakeholders management (External & Internal)
  
• 50-60% travelling.
  
• Technical proficiency in applications and lubricants.
  
• Technical know-how of customer processes & market trends.
  

Education:  A Bachelor’s Degree (B.E. or B.Tech.) in Mechanical/Automobile Engineering will be an advantage.

Experience:  This role requires a minimum 3 years of experience in mechanical maintenance, field based technical services or sales engineering and should possess good understanding of Industrial applications like cement, power, steel plants etc. and/or automotive applications like engines, transmissions, hydraulics etc. Must have sound understanding of customers  and an experience with Lubricants Industry shall be preferred (optional) .

Competencies:

• Ability to demonstrate value creation for customers
  
• Presentation skills.
  
• Good written and verbal communication skills. Able to manage internal & external customers well.
  
• A demonstrated track record in problem solving.
  
• Strong networking and influencing skills.
  
• Experience in using applications like MS Office etc.
  
• Having a two-wheeler with valid driving license is a must