Senior Automation Engineer

ANMEDA SYSTEMS PVT. LTD.

SUPPORT & CUSTOMER SUCCESS

Senior Automation Engineer - Support & Customer Success
Industrial Automation, Digitalization Platforms & Enterprise Customer Support

Experience7-10 years preferred

FunctionSupport / Customer Success / Industrial Automation / COE

LocationBengaluru preferred; remote and on-site customer support with travel as required

Reporting ToHead - Support / Product Leadership / Delivery Leadership

Support ScopeAutomation systems, equipment upgrades, Anmeda digitalization products, support operations and continuous improvement

Role Purpose
We are looking for a senior automation engineer to take ownership of post-implementation support and customer success for Anmeda's industrial automation and digitalization solutions. This is a senior, hands-on technical role that combines deep troubleshooting capability with support operations, resource coordination and continuous improvement. The person will manage multiple customer support requirements, mobilize the right engineering resources in coordination with the Projects/Delivery team, build a dedicated support capability as demand grows, and represent field learnings within Anmeda's Center of Excellence (COE) and Product teams. The objective is not only to resolve support tickets, but to ensure reliable operation, strong customer confidence and continuous improvement of Anmeda's products, technology and support processes.

Key Responsibilities

• Technical Support Ownership: Provide L2/L3 support for deployed automation and digitalization systems through remote diagnosis and on-site intervention when required.
• Incident & Multi-Customer Support Management: Own and prioritize multiple concurrent support calls from different customers, from acknowledgement through diagnosis, containment, resolution, validation and closure, while maintaining clear communication and agreed response/SLA priorities.
• Automation Troubleshooting: Diagnose PLC logic, HMI/SCADA applications, industrial communication, I/O, controller faults, machine interfaces and related automation problems.
• Application & Infrastructure Support: Troubleshoot Anmeda applications and connected infrastructure including Windows servers/clients, services, SQL databases, OPC/OPC UA connectivity, APIs, networks and data communication.
• Ticketing & Support Workflow Management: Use and help administer a web-based ticketing/helpdesk platform as the system of record for all support requests. Ensure tickets are logged, categorized, prioritized, assigned, tracked and closed through a defined workflow, with SLA tracking, escalation rules, complete case history, customer-facing status updates, automated reminders/notifications and management dashboards.
• Root Cause Analysis: Perform structured RCA for repeat or critical issues, identify corrective/preventive actions and coordinate permanent fixes with product and engineering teams.
• Customer Success: Maintain regular contact with key customers, understand system usage and pain points, track open actions, and proactively identify improvements, upgrades or additional support needs.
• System Health & Preventive Support: Conduct periodic health checks covering backups, storage, database growth, server performance, services, communication status, alarms, licenses and other critical dependencies.
• Upgrade & Change Support: Plan and support software patches, application releases, automation modifications, server migrations, PLC/HMI upgrades and controlled changes at customer sites.
• Support Documentation: Maintain incident records, troubleshooting notes, RCA reports, known-error database, SOPs, customer-specific configuration information and reusable support knowledge.
• SLA, Escalation & Resource Coordination: Track priorities and SLA commitments, assess resource requirements, and deploy/coordinate automation engineers from the Projects/Delivery team when additional expertise or bandwidth is required. Ensure critical issues receive timely management visibility without adversely impacting committed project priorities.
• Support Capacity & Team Building: Monitor ticket volumes, response requirements, skill gaps and recurring workload. Initially leverage engineers from the Projects/Delivery organization in a structured manner; as the installed base and support demand grow, develop the business case, manpower plan and operating model for a dedicated support team and progressively build that capability.
• COE, Product & Cross-Functional Improvement: Participate as a senior technical member of Anmeda's Center of Excellence (COE) and work closely with Product, Software, Automation, Projects/Delivery and Quality/Validation teams. Convert recurring field issues, customer feedback and technology observations into recommendations for product updates, engineering standards, architecture improvements, new features and technology enhancements.
• Team Development & Knowledge Transfer: Guide engineers supporting customer incidents, establish repeatable support practices, and conduct customer/user training where required. As support volume grows, help define roles, assess manpower needs, participate in hiring and build/mentor a dedicated Support & Customer Success engineering team.

Required Technical Competencies

• Strong hands-on experience with industrial automation systems: PLC, HMI, SCADA, drives, industrial networks and machine interfaces.
• Strong troubleshooting experience on at least two major automation ecosystems such as Rockwell/Allen-Bradley, Siemens, Mitsubishi, Omron, Schneider or Honeywell.
• Working knowledge of industrial protocols including Ethernet/IP, Modbus TCP/RTU, Profinet, serial communication and OPC/OPC UA.
• Good understanding of Windows environments, services, user/access management, networking fundamentals, IP addressing, VLAN concepts and remote support tools.
• Practical exposure to SQL databases, data logging/historian concepts, backups, database connectivity and basic query-based troubleshooting.
• Ability to troubleshoot integrated systems spanning machine controls, OT networks, application servers and centralized manufacturing software.
• Working experience with web-based ticketing/helpdesk or ITSM-style tools, including ticket queues, priorities, ownership, SLA timers, escalations, customer communications, reminders, dashboards and reporting.
• Ability to analyze support trends and translate recurring incidents/customer feedback into technical recommendations for product, architecture, engineering standards and lifecycle improvements.
• Experience with regulated pharmaceutical/life-sciences environments, computerized system support, audit trails, data integrity, 21 CFR Part 11 or EU Annex 11 is highly desirable.
• Ability to read electrical drawings, PLC programs, network diagrams, architecture documents and system configuration documentation.

Qualifications & Experience

• B.E./B.Tech/Diploma in Electrical, Electronics, Instrumentation, Automation or a related engineering discipline.
• 7-10 years of relevant industrial automation experience, preferably including commissioning, service/support or lifecycle support responsibilities.
• Demonstrated experience independently handling customer issues and troubleshooting live production systems under time pressure.
• Experience supporting pharmaceutical, life-sciences, process manufacturing or high-availability production environments will be an advantage.
• Prior experience in AMC/support contracts, support desk operations, web-based ticketing/helpdesk platforms or customer success processes is strongly preferred.

Behavioral & Customer Success Skills

• Calm, methodical troubleshooting approach during production-critical incidents.
• Strong sense of ownership - does not stop at workaround; drives issues toward permanent closure wherever possible.
• Professional customer communication with the ability to explain technical issues, risk and next actions clearly.
• Strong prioritization, delegation and escalation judgment across multiple simultaneous customer issues and competing resource requirements.
• Disciplined use of support workflows, documentation, ticketing systems, knowledge bases and measurable service processes.
• Collaborative approach with COE, Product, Software, Automation and Projects/Delivery teams, with the ability to influence improvements based on customer and field experience.
• Willingness to support customers outside normal working hours when genuinely critical situations require it, under the company's support process.

Key Measures of Success
Success AreaWhat Good Looks LikeResponse & ResolutionMultiple customer cases are prioritized, resourced and resolved within agreed priority/SLA expectations, with clear ownership throughout.First-Time QualityIssues are diagnosed accurately with fewer repeat visits, reopenings or temporary fixes.Recurring Issue ReductionRCA and corrective actions measurably reduce repeat incidents.System ReliabilityPreventive support improves uptime, backup readiness and overall health of deployed systems.Customer ConfidenceCustomers receive predictable communication, timely ticket updates/reminders, ownership and follow-through, resulting in strong retention and satisfaction.Knowledge BuildingField issues are converted into documented knowledge, support SOPs, COE recommendations and actionable improvements for Product/Delivery teams.Support OperationsTicketing workflow, SLA tracking, escalation, customer updates and resource deployment operate consistently across the installed base.Capacity & Team GrowthProject/Delivery resources are utilized effectively for support, and dedicated support capacity is built in a planned manner as demand grows.Product / COE FeedbackRecurring issues and customer insights produce concrete recommendations for product enhancements, technology upgrades and engineering standards.

Role Mindset
This is a customer-facing senior engineering and support leadership role. The successful candidate should combine the depth of an experienced automation engineer with the service orientation of a customer-success professional and the coordination capability required to run a scalable support function. The expectation is to become a trusted technical owner for installed systems, orchestrate the right internal resources for customer issues, build the support organization as demand increases, and serve as an important feedback bridge between customers, the COE, Product and Anmeda's engineering teams.
Anmeda Systems Pvt. Ltd. is committed to merit-based hiring and provides equal opportunity to qualified candidates.