Role Overview

We are seeking a Technical Support Engineer to provide expert support for our industry-leading validation and environmental monitoring systems. This role is critical in assisting pharmaceutical and biotech customers with installation, validation, calibration, and troubleshooting of Kaye products, ensuring compliance with global regulatory standards.

This role requires a strong blend of software, hardware, and IT infrastructure expertise, along with the ability to perform structured root cause analysis (RCA) and support mission-critical customer operations across multiple geographies.

Key Responsibilities

· Deliver 24/7 technical support to global customers across US, Europe, India, China, and APAC for Kaye validation and environmental monitoring systems. (Validator AVS, ValProbe RT, Data loggers, sensors, data acquisition systems, handheld systems and software)

· Assist customers with system installation, configuration, and calibration activities.

· Support validation processes including IQ/OQ/PQ and temperature mapping studies.

· Troubleshoot hardware (data loggers, sensors, data acquisition systems, handheld systems) and software (desktop, web, and cloud-based applications) issues remotely and on-site when required.

· Perform end-to-end Root Cause Analysis (RCA) prior to escalation to engineering teams.

· Diagnose and resolve issues related to:

• Active Directory, user permissions, and system access.
• Windows/Linux servers and customer IT environments.
• SQL databases and data integrity issues.

· Collaborate with cross-functional teams (Engineering, QA, Product) for complex issue resolution.

· Maintain detailed technical documentation, RCA reports, SOPs and knowledge base articles.

· Provide guidance on regulatory compliance (GMP, GxP, 21 CFR Part 11).

· Collaborate with global engineering, service, and sales teams to resolve complex issues.

· Support customer training and onboarding for Kaye systems.

AI-Driven Support Capabilities

· Leverage AI tools and agentic workflows to:

• Automate knowledge base creation and standardize troubleshooting playbooks.
• Accelerate RCA and reduce Mean Time to Resolution (MTTR).

· Improve consistency of support across shifts and global teams.

· Continuously evaluate and adopt AI-driven diagnostics for proactive issue detection.

Qualifications & Experience

· Bachelor’s Degree / Diploma in Electronics, Instrumentation, IT, or Computer Science.

· 6–10 years’ experience in technical support for integrated software + hardware systems.

· 2-3 years’ hands-on experience with thermal validation, environmental monitoring or temperature mapping systems.

· Strong understanding of GMP/GxP environments.

· Excellent problem-solving and communication skills.

· Prior experience in pharmaceutical validation, calibration, or instrumentation/ healthcare / life sciences / environmental monitoring strongly preferred.

· Familiarity or certification in AI tools / automation frameworks is an added advantage.

Preferred Qualifications

· Direct experience with Kaye validation and monitoring systems.

· Knowledge of data integrity and 21 CFR Part 11 compliance.

· Experience supporting regulated pharma or biotech manufacturing environments.

Technical Competencies

· IT Infrastructure: Active Directory, Windows/Linux Servers, Networking fundamentals.

· Database: SQL troubleshooting, query analysis, performance basics.

· Applications: Desktop, web, and cloud-based enterprise systems.

· Hardware: Data acquisition systems, IoT devices, sensors, validation equipment.

· Diagnostics: Structured troubleshooting, log analysis, system-level debugging.

· AI Enablement: Experience with AI agents / automation tools for support workflows.

Soft Skills & Behavioural Competencies

· Strong analytical thinking and structured problem-solving approach.

· Excellent written and verbal communication skills (global customer interaction)

· Ability to operate effectively in a 24/7 rotational shift environment.

· High ownership mindset with customer-first orientation.

· Ability to work under pressure in mission-critical support scenarios

Why Join US

· Work with a globally recognized leader in validation technology.

· Be part of a strong, innovation-driven parent company (Amphenol)

· Opportunities for growth in a high-demand, specialized field.

· Collaborative and customer-focused work environment.