Senior Technical Support Engineer

Company Description 42Gears is a Gartner-recognized leader in Unified Endpoint Management, delivering solutions that help organizations securely manage diverse device ecosystems. Its flagship product, SureMDM, supports Android, iOS, macOS, Linux, and Windows platforms, enabling centralized control of tablets, phones, desktops, wearables, VR, and other connected devices. The company also offers AstroFarm, a private mobile app testing platform for scalable and reliable device testing. Founded in 2009, 42Gears serves over 23,000 customers in more than 170 countries, with over 7 million devices deployed and a strong network of 200+ technology partners worldwide. Candidates joining 42Gears can expect to work with cutting-edge device management technologies in a global, partner-driven environment.
Role Description The Senior Technical Support Engineer will provide advanced technical assistance to customers using 42Gears products, primarily SureMDM and related solutions. This full-time, on-site role based in the Greater Bengaluru Area involves diagnosing complex issues, performing root cause analysis, and guiding customers through resolution steps via email, chat, and calls. The role includes collaborating with product and engineering teams to escalate and resolve product defects, creating and maintaining knowledge base articles, and contributing to support process improvements. The engineer will also help onboard new customers, assist with deployments, configuration, and integrations, and ensure high levels of customer satisfaction and service quality. Routine responsibilities include monitoring support queues, prioritizing critical incidents, documenting interactions, and mentoring junior support team members.
Qualifications
Candidates should possess strong Technical Support and Troubleshooting skills to handle complex product and deployment issues.
Candidates should possess solid Customer Support and Customer Service skills to manage inquiries, build trust, and maintain satisfaction.
Candidates should possess robust Analytical Skills to interpret logs, understand system behavior, and perform effective root cause analysis.
Experience with Unified Endpoint Management, mobile/desktop operating systems (Android, iOS, Windows, macOS, Linux), and networking fundamentals is beneficial.
Relevant experience in a senior or escalation support role, preferably in SaaS or enterprise software environments, is highly desirable.
Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
Ability to work on-site in the Greater Bengaluru Area, manage multiple priorities, and collaborate effectively with cross-functional teams.
A degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is preferred.

Work arrangement
No