Opening for Engineering Support Manager | 2-4 Yrs

We are seeking a proactive and detail-oriented Engineering Support Manager with a B.Pharma background to join our dynamic team at Design India Solutions in Mumbai. This role is crucial for ensuring the smooth operation and effective support of our engineering tools and platforms. The ideal candidate will leverage their analytical skills and understanding of technical processes to provide exceptional support to our clients and internal engineering teams. This is a fantastic opportunity for someone with 2-4 years of experience to grow within a fast-paced startup environment.

Key Responsibilities:

* Provide first-level technical support for our suite of design and engineering software, troubleshooting issues related to installation, configuration, and functionality.
* Act as a liaison between the customer support team and the engineering department, escalating complex issues and providing clear, concise feedback.
* Develop and maintain comprehensive documentation, including FAQs, troubleshooting guides, and user manuals, tailored for a B.Pharma-educated audience.
* Monitor system performance and identify potential problems before they impact users.
* Assist in the testing and rollout of new software features and updates.
* Train junior support staff on product knowledge and support procedures.
* Analyze support ticket trends to identify areas for product improvement and training.
* Ensure adherence to support SLAs and maintain high levels of customer satisfaction.