What You'll Do
Act as the primary technical contact for enterprise customers and partners, delivering timely and accurate responses to complex support inquiries. Diagnose and resolve issues related to drone operations, media streaming, and cloud-based features by analyzing system logs and network behavior.
Collaborate with internal engineering, product, and logistics teams to escalate and resolve customer-impacting issues, ensuring clear communication and effective prioritization. Use your understanding of networking protocols and wireless systems to identify root causes in enterprise and IoT environments.
Advise customers on mitigation strategies and work with product teams to influence future improvements based on field data. Support multiple initiatives, both tactical and strategic, with flexibility in scheduling and availability.
Requirements
- Minimum of four years in B2B technical support, operations, or customer success roles
- Proven ability in technical troubleshooting and structured problem-solving
- Experience with triage, escalation procedures, and cross-functional coordination
- Strong written and interpersonal communication skills
- Fluency in both English and Hindi
- Willingness to travel 10–30% of the working year
- Availability for flexible hours, including rotational after-hours and weekend coverage
- Track record of working effectively with engineering, product, and go-to-market teams
Preferred Qualifications
- Background in RMA, spare parts logistics, or repair operations
- Experience supporting VARs or OEM partners
- Proficiency in scripting languages such as Bash, PHP, or Python
- Knowledge of network security, including IPsec across distributed networks
- Experience troubleshooting IoT or enterprise applications using WebRTC and REST APIs
- Skills in optimizing media streaming over mixed wireless and cellular networks
- Familiarity with Linux systems and network diagnostic tools
- Hands-on experience with WiFi mesh and carrier mobile network configurations
Benefits
- Competitive salary ranging from ₹326,288 to ₹463,478 per year
- Equity through stock options
- Comprehensive health and insurance coverage
- Paid vacation, sick leave, and holiday pay
- 401K savings plan
- Relocation assistance available for qualifying positions
