Junior Support Engineer

Job Title: Junior Support Engineer
Position: Full-Time
CTC: 6 LPA
Location: Kolkata (On-Site)

Job Description
As a Junior Support Engineer at Xempla, you’ll play a key role in helping our customers gain full value from our asset management platform. Using Xempla’s tools and features—including some of our intelligent AI agents—you’ll provide direct support, perform data analysis, and guide customers in optimizing their asset performance. While supporting our customers, you’ll naturally contribute feedback and insights on platform usability and features, adding value to the wider product development process.

Key Responsibilities

Customer Support and Issue Resolution:

• Serve as the first point of contact for customer inquiries on the Xempla platform, troubleshooting issues and handling routine technical support requests.
• Triage and diagnose issues directly within the Xempla platform, escalating more complex issues when necessary.

Data Analysis and Insight Delivery:

• Use Xempla’s data analysis features to help clients interpret asset performance metrics and drive actionable insights.
• Identify trends and patterns in client data, helping them to optimize asset performance and maintenance schedules.

Client Training and Platform Guidance:

• Guide clients on best practices for using the Xempla platform, helping them understand and leverage features like predictive maintenance, data quality tools, and automated workflows.
• Conduct onboarding and training sessions to ensure clients can independently navigate and maximize their use of the platform.

Platform Feedback Contribution:

• As you work within the Xempla platform and use its intelligent agents, provide feedback on usability, workflows, and feature effectiveness.
• Share insights with the internal team to support continuous product improvement, based on hands-on experience and customer interactions.

Collaboration with Cross-Functional Teams:

• Work closely with the Technical Sales Engineer and Customer Success teams to support seamless customer onboarding and troubleshooting within the platform.
• Assist in creating support resources, such as FAQs and tutorials specific to Xempla’s features, to streamline customer support efforts.

Required Skills and Qualifications

Technical Aptitude and Analytical Skills:

• Basic understanding of data analysis, with experience using tools like Excel, SQL, or any data visualization tools (Tableau, PowerBI, etc.), ideally in a platform-based environment.
• Ability to interpret asset data to provide clients with actionable insights through Xempla.

Customer-Centric Mindset:

• Strong interpersonal and communication skills, with the ability to clearly explain platform features and data insights to clients.
• Proactive problem-solving approach, focused on enhancing customer experience and platform engagement.

Attention to Detail:
High attention to detail when diagnosing issues, analyzing data, and providing accurate guidance within the platform.

Adaptability and Willingness to Learn:
Eager to deepen understanding of the Xempla platform’s advanced features, including AI agents, and open to evolving responsibilities.

Preferred Qualifications

Educational Background:
Bachelor’s degree in Engineering (Mechanical, Electrical, Industrial), Data Science, or a related field.
Recent graduates or candidates with 1-2 years of experience in technical support, data analysis, or customer support roles would be preferred.

Bonus Skills
Familiarity with asset management platforms, CMMS, APM, or IoT technologies is a plus.
Basic scripting (e.g., Python) or SQL skills for data analysis would be advantageous.

Career Development Path

This role offers a growth path into more advanced technical or customer-facing positions within Xempla, such as technical sales engineering or customer success management, as well as further exposure to our evolving platform.

Intersted candidates can share their cv at [email protected]
Please note that this is a WFO opportunity.