Technical Support Manager

About Aurassure

Aurassure is a climate-risk intelligence and environmental monitoring company that enables enterprises, cities, and infrastructure operators to achieve their compliance, sustainability, and risk-management objectives through reliable environmental data, real-time monitoring, and actionable insights. We operate at the intersection of climate technology, ESG, and enterprise risk management, delivering high-impact solutions to large institutional clients.

Role Description

We are looking for a tech-savvy Technical Support Manager to serve as the critical first line of defense in our service escalation matrix. Based in Bengaluru, you will troubleshoot complex hardware and firmware issues for our deployed IoT environmental sensors, ensuring maximum device uptime and an exceptional customer experience.

Key Responsibilities

• Omnichannel Technical Support: Manage inbound technical queries via email, phone, and on-site visits, strictly adhering to Service Level Agreements (SLAs) for response and resolution times.
• Hardware & Firmware Troubleshooting: Perform remote diagnostics and on-site debugging for IoT devices, carry out rigorous data quality and uptime check, execute routine firmware and configuration updates, ensuring proper roll?out, validation and documentation of changes.
• Cross-Functional Escalation: Act as the bridge between the customer and our internal hardware/software engineering teams. Track issues using ticketing systems and escalate complex or recurring issues to the Tech/Engineering team with clear logs, steps to reproduce, and impact assessment; follow through until resolution.
• Field Team Coordination: Manage Coordinate with on-ground and contractual service engineers for site visits, replacements, preventive maintenance and field checks; track their work and closure status.
• Service Operations: Carry out regular service budgeting, maintain the technical knowledge base/SOPs, and prepare weekly summaries on ticket volumes, root causes, resolution times, field visits and spare consumption in performance reports to management.

• Experience: 25 years of experience in Technical Support / Customer Support / Field Support for hardware devices, IoT solutions, networking equipment, industrial instruments or similar devices. Sufficient Hands-on experience in troubleshooting physical devices (sensors, gateways, embedded devices, routers, etc.)
• Education: Diploma/ B.Tech in Electronics/Electrical/ Instrumentation Engineering.
• Tools: Familiarity with remote desktop applications, helpdesk ticketing software (e.g., Zohodesk, Zendesk, Jira), FSM tools and basic networking/connectivity protocols.
• Problem Solver: High agility in navigating real-time technical challenges and an exceptional customer-first communication style.
• Quick learner for new technologies and must have a problem solving attitude for any challenges. Should be able to learn and apply AI in routine tasks to improve own productivity.
• Ready for travels to different cities as per service support requirements

In this role, you will not only contribute to drive customer satisfaction by solving the ongoing issues, but also provide key insights as input for continuous improvement in our products and make them meet the global standards sooner.

Skills: helpdesk & ticketing management,networking & connectivity protocols,hardware & firmware debugging,iot device troubleshooting,sla monitoring & incident resolution,sensor & gateway configuration,field service coordination,technical support management