Technical Support Engineer

Job Responsibilities (Support team lead)
Communicate professionally with customers and keep them updated throughout the onboarding and support process.
Lead the support team and ensure all team members follow SOPs and maintain high service quality.
Manage and oversee onboarding of new clients/sites with accuracy, thoroughness, and complete documentation.
Review newly onboarded setups for correctness (e.g., system configurations, schedules, hardware setup, settings, etc.).
Conduct daily follow-ups with customers to collect required information and prevent onboarding delays.
Troubleshoot technical issues during onboarding and coordinate with customers to resolve them efficiently.
Handle escalated or complex support cases and ensure timely resolution.
Ensure all support and onboarding tickets or tasks are closed within the defined SLA.
Maintain detailed notes, documentation, and updates for each customer and support case.
Mentor, train, and guide junior supp...