Company: LENSCORP AI PRIVATE LIMITED (LENS Corporation)
Location: Gurugram / Hybrid
Experience: 14 years (flexible for strong candidates)
About LENS
LENS Corporation is an AI, Computer Vision, and Biometrics company building enterprise-grade platforms deployed across government, defence, infrastructure, smart cities, and large enterprises.
Our platforms include:
- LENS View Enterprise Video Management System (VMS)
- LENS View AI Video Analytics (ANPR, Crowd Analytics, Fire & Smoke, ITMS, Defence, School Safety)
- LENS ICCC & SCADA Integrated Command & Control platforms
- LENS UNMS Unified Network Management System
- LENS SAFER () Fleet Tracking, Visitor & Gatepass Management
Role Overview
We are looking for a Support Engineer (L1/L2) to support live deployments, internal teams, and enterprise clients across LENS platforms.
This role is not a call-center support role.
It requires technical understanding, ownership, and real-world problem solving in complex, deployed systems.
Key Responsibilities
L1 Responsibilities First Response & Triage
Act as the first point of contact for:
- Client issues
- Deployment issues
- Internal team queries
Perform initial checks related to:
- Configuration
- Permissions & roles
- Network connectivity
- Device status
- Provide clear communication and updates to stakeholders.
L2 Responsibilities Technical Troubleshooting
Troubleshoot issues related to:
- VMS streaming & playback
- AI analytics behavior
- Alerts, dashboards, and workflows
- Mobile app issues (basic level)
- Analyze logs, configurations, and system behavior.
- Reproduce issues and document them clearly for QA / Engineering escalation.
Coordination & Escalation
- Escalate confirmed bugs to QA with proper details.
- Work with engineering teams during fixes and validations.
- Support demos, pilots, and deployments when required.
Required Skills & Experience
- 14 years of experience in technical support, system support, or application support.
Basic to intermediate understanding of:
- Web applications
- Networking fundamentals
- Server-client architecture
- Ability to read logs, follow workflows, and isolate issues.
- Strong communication and documentation skills.
Preferred (Good to Have)
- Exposure to VMS, Surveillance, CCTV, AI systems, IoT, or GovTech platforms.
- Experience supporting enterprise or infrastructure deployments.
- Familiarity with Linux basics, APIs, or system monitoring tools.
What This Role Is NOT
- Not a call-center or ticket-only support role.
- Not a non-technical customer service position.
- Not a substitute for engineering.
This role requires technical thinking and accountability.
What We Offer
- Work on live AI and infrastructure-scale platforms.
- Exposure to real deployments and system behavior.
- Clear growth path into Product Ops / Platform Ops / Technical Specialist roles.
- Competitive compensation aligned with capability.
