Description
DIE -Advanced Technical Support
Location : Chennai, India
Required Language: English
Employment Type: Full Time
Seniority Level: Entry Level
Travel: <10%
Buckman is a privately held, global specialty chemical company with headquarters in Memphis, TN, USA, committed to safeguarding the environment, maintaining safety in the workplace, and promoting sustainable development. Buckman delivers exceptional service and innovative solutions to our customers globally in the pulp and paper, leather, and water treatment sectors to help boost productivity, reduce risk, improve product quality, and provide a measurable return on investment.
Job Description
We are seeking a Digital Innovation Engineer to join our Advanced Technical Support Team who will be responsible for designing and implementing innovative digital solutions that enhance support operations and customer experience. This role involves advanced troubleshooting of complex technical issues, developing automation and optimization tools, and driving the adoption of emerging technologies across the support ecosystem. The engineer collaborates with crossfunctional teams to integrate new solutions, leverages data analytics to identify trends and improvements, and documents best practices to ensure knowledge sharing. By continuously exploring advancements in AI, automation, cloud, and analytics, the Digital Innovation Engineer plays a key role in modernizing technical support processes and enabling efficiency, scalability, and customer satisfaction.
Key Responsibilities
- Manage IoT Edge devices deployed in the field and provide expert assistance and troubleshooting support.
- Working as a SME in our 24x7 digital support team and troubleshoot basic to advanced technical issues on Device Provisioning Gateway, Sim service management, OTA firmware updates, Remote server management
- Working with cross-functional teams, required to gather, document, and create business requirements documents for data analysis and reporting projects.
- Responsible to train the support team in India and elevate their skills in device management.
- Work with OEM supplier and our business partners (Gateway, IoT sensor, Data service and contract manufacturer) to leverage their expert support and document the FAQ's and best practices.
- Work collaborative with support team in India and US digital HUB team to accomplish the task, and ensure on-time resolution and response on support tickets, quality delivery.
- Ensure stakeholder communication on support metrics.
Basic Qualifications
- Bachelor's degree in computer science, software engineering, electronics & communication engineering or related field.
- SQL database, networking architecture, remote desktop, VPN, OTA updates
Desired Experience
- Minimum 5 years of experience with respect to IoT device management, Networking, remote server management. Experience troubleshooting devices in LoRa, ZigBee and other wireless protocols.
- A demonstrated record of success with a verifiable portfolio of problems tackled with respect to reporting.
- Strong oral and written communications skills in English and ability to work with global stakeholders effectively.
Preferred Qualifications
- 5+ years of relevant experience
- Degree in one of the engineering fields, especially computer science.
- Strong desire to innovate and advance internal technologies and processes.
- Hands-on work experience with open-source data analytics toolsets such as R, Python, etc.
Preferred Personality Traits
- Strong planning and organization skills, with the ability to work on multiple complex projects
- A strong sense of ownership and inner self-drive to complete tasks allocated.
- A life-long learner who constantly updates skills
- Extrovert, who engages easily with others.
