Customer Success Engineer

About Hypervise

Eternal Robotics is at the forefront of Industrial AI transformation with its flagship platform, Hypervise, enabling real-time quality control and process optimization through cutting-edge computer vision and AI technologies. We serve industries such as automotive, pharmaceutical, and apparel manufacturing, driving digital transformation on factory floors across India and abroad.

Role Overview

We are looking for a dedicated Field Service Engineer to support our deployed systems at client site. The ideal candidate will be hands-on with both hardware and software, ensuring peak performance, preventive maintenance, and timely troubleshooting of our AI-powered computer vision solutions. This is a high-impact, on-ground role that directly influences customer satisfaction and system reliability.

Key Responsibilities

1. System Monitoring and Diagnostics

• Conduct real-time system monitoring to detect and resolve anomalies.
• Perform periodic hardware and software health checks.
• Analyze system logs to identify data processing or image recognition errors.

2. Software & Algorithm Updates

• Apply regular firmware and software updates across cameras, edge devices, and servers.
• Collaborate with the engineering team to deploy and validate algorithm optimizations.

3. Data Management & Storage

• Backup critical datasets and configurations.
• Monitor and manage data storage capacity and integrity.
• Archive historical data and ensure ongoing data reliability.

4. Hardware Maintenance

• Calibrate cameras and inspect physical devices regularly.
• Perform preventive tasks (lens cleaning, cable replacements, hardware checks).
• Coordinate onsite repair or escalation for hardware replacements as needed.

5. System Optimization

• Fine-tune algorithm parameters based on site conditions and feedback.
• Analyze resource usage (CPU, GPU, memory) for performance efficiency.
• Reduce latency in system operations for real-time processing.

6. Customer Support & Training

• Provide on-site and remote technical support to client users and operators.
• Conduct training sessions for customer teams on system usage and updates.
• Establish a feedback mechanism to improve system performance and usability.

7. Reporting & Documentation

• Maintain structured maintenance logs and system change records.
• Create detailed performance and uptime reports for internal and client use.
• Ensure documentation is updated for all configurations and interventions.

Key Skills and Qualifications

Technical Skills

• OS: Basic knowledge of Windows and Linux environments.
• Networking: Ability to troubleshoot IP-based connections and device communications.
• Hardware: Experience handling cameras, servers, edge devices, and physical maintenance tasks.
• Tools: Proficiency in MS Office Suite (Excel, Word, PowerPoint) for reporting.

Soft Skills

• Strong problem-solving ability and critical thinking.
• High attention to detail and discipline in documentation.
• Customer service orientation with excellent communication skills.
• Adaptability in fast-evolving tech environments.

Education & Experience

• Qualification: Diploma or Bachelors in Electronics, Electrical, Computer Science, IT, or related field.
• Certifications (preferred): CompTIA A+, Networking+, or equivalent.
• Experience: 25 years in field service engineering, IT support, or maintenance roles.
• Relevant Background: Exposure to surveillance systems, CCTV, industrial automation, IoT, or edge computing setups.

Preferred (Not Mandatory)

• Experience working with AI/Computer Vision-based systems, Industrial Automation or PLC systems
• Awareness of safety, privacy, and data security protocols in industrial environments.

Compensation & Benefits

• Competitive salary with travel allowances.
• Opportunity to work on cutting-edge AI solutions.
• Career growth in a fast-scaling technology company.