Technical Support Executive

Awign is hiring L1 Technical Support Executives for a leading global Robotics and Automation company.

The selected candidates will work in a 24x7 Customer Excellence Center (CEC) supporting enterprise customers using autonomous robotic systems deployed across warehouses and industrial facilities.

This role involves monitoring system dashboards, managing support tickets, responding to alerts, troubleshooting issues using structured knowledge bases, and coordinating with engineering teams for escalations.

This is a technology-oriented support role and not a traditional call center position.

Key Responsibilities

• Monitor cloud-based operational dashboards for system alerts.

• Classify and prioritize incidents based on severity.

• Respond to customer support requests through email, phone, and ticketing platforms.

• Troubleshoot issues using predefined SOPs and knowledge base articles.

• Maintain accurate ticket documentation and case notes.

• Escalate critical incidents to engineering teams when required.

• Provide regular status updates to customers.

• Participate in shift handovers and incident reporting.

• Coordinate with internal teams to ensure timely issue resolution.