Senior Software Engineer – Customer Support & Escalation Management
Location: Bangalore, India
Experience: 5–8 Years
Education: Bachelor's or Master's degree in Engineering, preferably in Computer Science, Electronics, Information Technology, or a related discipline.
Role OverviewWe are looking for an experienced software engineering professional to manage customer-facing software support, investigate complex technical issues, handle escalations, and collaborate with cross-functional engineering teams to ensure software quality and customer satisfaction.
The role involves software troubleshooting, patch development and testing, system-level debugging, software upgrades, and supporting new product and feature introductions at customer sites.
Key Responsibilities
- Manage customer-facing software activities, including escalation management, software upgrades, patch creation and testing, and maintaining software install-base health at customer sites.
- Investigate, troubleshoot, debug, and resolve software and system-level issues through log analysis, code reviews where required, and root cause analysis.
- Collaborate with software development, program management, and cross-functional engineering teams to resolve technical issues and drive corrective actions to closure.
- Support new product and feature introductions by understanding product roadmaps and coordinating Alpha/Beta testing and customer readiness activities.
- Drive continuous improvement in software quality, system reliability, and issue resolution processes.
- Prepare customer-facing technical documentation and notification packages covering software fixes, upgrades, and new feature introductions.
- Conduct customer visits to provide hands-on software support, troubleshoot technical issues, and manage escalations.Mandatory Skills & Qualifications
- 5–8 years of relevant professional experience.
- Bachelor's or Master's degree in Engineering, preferably Computer Science, Electronics, Information Technology, or a related field.
- Strong analytical, troubleshooting, debugging, and problem-solving skills.
- Working knowledge of computer architecture and operating systems.
- Previous experience in customer management or a customer-facing technical support role.
- Excellent written and verbal communication skills.
- Ability to coordinate with cross-functional engineering teams and manage technical escalations effectively.Desired Skills
- Experience working with real-time control systems.
- Experience in the semiconductor equipment manufacturing industry.
- Exposure to software patching, upgrades, testing, and system-level debugging.
- Experience supporting new product introductions, Alpha/Beta testing, or customer readiness activities.Ideal Candidate ProfileThe ideal candidate will combine strong software and system-level troubleshooting capabilities with customer management experience. The candidate should be comfortable investigating complex technical issues, coordinating with engineering teams, communicating technical updates to customers, and providing hands-on support when required.
Interested candidates who meet the above criteria are encouraged to apply.