Hyderabad
About Blaize
Blaize is building a hybrid AI platform engineered to support edge-to-cloud intelligence at scale—delivering efficient, scalable AI designed for complex, multimodal workloads across industries. We serve critical infrastructure sectors including smart city, defense, retail, manufacturing, healthcare, and automotive.
Our full-stack programmable processor architecture and low-code/no-code software platform enable real-time AI processing for high-performance computing at the network's edge and in the data center. Blaize solutions deliver actionable insights with low power consumption, high efficiency, minimal size, and low cost.
Headquartered in El Dorado Hills (CA), Blaize has over 200 employees worldwide, with teams in San Jose (CA) and Cary (NC), and subsidiaries in Hyderabad (India), Leeds and Kings Langley (UK), and Abu Dhabi (UAE). To learn more, visit www.blaize.com or follow us on LinkedIn at @blaizeinc.
Job Summary:
The Senior End-User Support Engineer is responsible for providing high-level technical support and guidance to end users, ensuring optimal performance of desktop environments, applications, and related technologies. This role involves troubleshooting complex issues, managing IT support teams, developing support strategies, and ensuring the reliability and efficiency of IT systems.
Experience: 8yrs
Qualification: BE/B Tech or Equivalent
Key Responsibilities:
Advanced Technical Support:
- Provide advanced technical support for end-user software and hardware issues, including operating systems, office applications, network connectivity, and peripherals.
- Diagnose and resolve complex hardware, software, and network issues.
- Provide expert assistance for operating systems, office productivity software, and various technology platforms.
- Collaborate with IT infrastructure and cybersecurity to ensure a secure and efficient end-user computing environment.
Team Leadership and Management:
- Lead and mentor IT support technicians.
- Coordinate with IT departments to align support activities with organizational goals.
- Develop training programs to enhance team skills and knowledge.
Strategic Planning and Implementation:
- Collaborate with IT management to develop and implement support strategies that improve service delivery.
- Participate in IT infrastructure planning and development from a support perspective.
Customer Service Excellence:
- Ensure high levels of customer satisfaction through effective support and communication.
- Manage critical incidents, including coordination with stakeholders and post-incident review.
- Create and maintain comprehensive documentation for end-user support processes, including troubleshooting guides, FAQs, and standard operating procedures.
- Provide training and support materials to end-users and support staff to improve self-sufficiency and reduce dependency on technical support.
Process Improvement:
- Continuously evaluate and improve support processes and procedures.
- Implement best practices in IT service management, such as ITIL.
- Conduct regular reviews of service performance metrics, implementing continuous improvement plans to enhance user satisfaction and team efficiency.
Documentation and Reporting:
- Maintain detailed documentation of IT systems, user issues, and resolutions.
- Develop and implement strategies for proactive end-user support, identifying trends and potential issues through regular analysis of support tickets and user feedback.
Required Skills and Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum of 5 - 8 years of experience in IT support or a related area, with at least 2 years in a senior or leadership role.
- Deep, hands-on Linux skills and knowledge is required for this role.
- In-depth knowledge of desktop operating systems (Windows, macOS), office applications, and collaboration tools.
- Experience with mobile device management, remote support tools, and helpdesk ticketing systems.
- Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
- Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
- Leadership and team management experience, with a track record of developing and mentoring technical support teams.
- Organizational and project management skills, capable of managing multiple priorities in a dynamic environment.
- Strong technical knowledge of computer hardware, software, and networks.
- Familiarity with IT service management principles and frameworks, such as ITIL.
- Ability to work under pressure and manage multiple priorities.
Preferred Qualifications:
- Industry certifications (e.g., CompTIA A+, Network+, ITIL, Microsoft Certified IT Professional).
- Experience in managing support in cloud environments (AWS, Azure, Google Cloud).
- Certifications in Microsoft, Apple, or other relevant technologies.
- Experience with cloud-based services and applications (e.g., Office 365, Google Workspace).
- Familiarity with ITIL or similar frameworks for IT service management.
Work Environment:
- Office-based role with the possibility of remote work as per company policy.
- This position may require after-hours support.
- The role involves both desk-based work and field support within the company premises.
Blaize is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We respect the gender, gender identity, and gender expression of our applicants and employees, and we honor requests for preferred pronouns. It is our policy to comply with all applicable national, state, and local laws pertaining to nondiscrimination and equal opportunity. 
