Technical Support Engineer

The Technical Support Engineer is accountable for every customer case from first contact through to confirmed resolution - the engineer who opens the ticket owns it until it is closed, with no handoffs and no gaps in continuity. This role is the frontline technical expert for Power Test customers post-sale, handling inbound inquiries across all channels - phone, email, Whats App, and live chat - and is expected to independently resolve Level 1 and Level 2 issues, while actively working toward Level 3 capability through self-learning, collaboration with Engineering and SME teams, and rigorous case documentation.

Every resolved case is a contribution to Power Test's knowledge-base-driven AI agent, feeding the system with accurate, reusable intelligence that drives future self-service resolution.

Omni-Channel Customer Support

• Respond promptly to all customer inquiries across phone, email, Whats App, and live chat.
• Prioritize speed-to-response and first-call resolution (FCR) on every interaction.
• Deliver a seamless, frictionless customer experience (CX) at every touchpoint.
• Independently resolve Level 1 and Level 2 inquiries without escalation; own the ticket end-to-end from first contact through confirmed customer resolution.
• Follow up on open tickets proactively to ensure resolution and customer satisfaction.

Technical Troubleshooting & Diagnostics

• Diagnose and resolve issues related to Power Test OEM equipment including dynos, control systems, VFDs, PLCs, and test cells.
• Troubleshoot pump systems - hydraulic and cooling circuits, flow rates, pressure faults, cavitation, seal failures, and pump-motor coupling issues.
• Identify and resolve sensor-related faults - temperature, pressure, flow, speed, and torque sensors including calibration drift, signal loss, and wiring faults.
• Apply basic electrical troubleshooting skills - continuity checks, voltage/current measurement, relay and contactor diagnosis, fuse and breaker faults, and motor circuit verification.
• Interpret schematics, wiring diagrams, P&IDs, and equipment manuals to guide customers through step-by-step solutions.
• Conduct remote diagnostic sessions via Any Desk or equivalent remote shadowing tools.
• Support parts identification requests with accuracy - correct part, correct application, first time.
• For Level 3 issues beyond current knowledge, engage Engineering and SME teams directly to drive resolution - maintain full case ownership throughout and document all findings for future reference.

Ticket Management & Documentation

• Create detailed, accurate tickets for every inquiry - channel, symptom, diagnosis, resolution, and follow-up.
• Maintain clean ticket hygiene: categorize, tag, and close tickets per defined SLA windows.
• Capture root cause and resolution detail to feed the knowledge base with every case.
• Use CRM/ticketing platforms (Salesforce, Dynamics 365, Zendesk, Freshworks, Service Now, Service Max, or equivalent) to manage workflow.
• Track all open cases by tier (L1/L2/L3); report on volume, FCR rate, resolution times, and Level 3 conversion rate as the engineer grows capability.

Knowledge Base Development

• Contribute troubleshooting guides, FAQs, tech tips, and how-to content after each resolved case.
• Identify recurring issues and proactively create self-help articles to deflect repeat inquiries.
• Collaborate with the Technical Support Lead and Documentation team to review, organize, and publish content.
• Support customer and internal training delivery where applicable.
• After every resolved Level 3 case, capture the full diagnostic path, root cause, and fix in structured format and submit to the knowledge base to ensure the AI agent can surface the solution for future occurrences.
• Proactively identify gaps in the knowledge base -…