Join SMRT Systems as a Support and Implementation Engineer. You'll guide dry-cleaning business owners through the entire lifecycle of our cloud-based enterprise software, from implementation to ongoing support and optimization.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
About the Role
SMRT Systems is seeking a highly motivated and customer-focused Support and Implementation Engineer to join our fully remote team. This is a critical hybrid role that bridges technical expertise with direct customer engagement. You will be the technical partner guiding our clients, primarily dry-cleaning business owners, through the entire lifecycle: from initial system implementation and data migration to ongoing technical support and optimization.
You will act as the technical project manager, ensuring our enterprise software is successfully configured to meet specific business needs, driving client efficiency, and ensuring maximum value from the SMRT platform.
- End-to-End Implementation Project Management: Act as the primary technical project manager for new client onboarding. This involves guiding the customer through the entire journey, defining scope, setting timelines, and ensuring successful implementation.
- System Configuration and Data Manipulation: Work directly with customer data and business processes to configure and implement the SMRT enterprise software platform tailored to their unique operational needs.
- Technical Troubleshooting & Issue Resolution: Provide expert technical support to dry-cleaning business owners, diagnosing and resolving complex software issues, system errors, and integration challenges.
- User Guidance and Training: Conduct training sessions and provide customer support to business owners and their teams, helping them navigate the software and optimize their daily operations.
- Customer Support & Advocacy: Interact with customers (both business owners and end-customers) to assist with technical queries and provide exceptional service, acting as the voice of the customer internally.
- Cross-Functional Collaboration: Collaborate closely with Sales, Product, and Engineering teams to escalate complex issues, report bugs, and provide feedback that influences product development.
- Experience: Proven experience in a Software Implementation, Technical Account Management, or Support Engineering role.
- Technical Skills: Demonstrated skills in Technical Support and Troubleshooting with a focus on resolving technical issues related to cloud-based enterprise software.
- Project Management Proficiency: Proficiency in Project Management practices, including the ability to coordinate complex timelines and oversee end-to-end implementation projects for external clients.
- Education: Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical field OR equivalent practical experience.
- Communication: Strong written and verbal communication skills with the ability to clearly explain complex technical concepts to non-technical business owners.
- Work Environment: Ability to work effectively and independently in a remote, collaborative environment.
- Salary Range: ₹9,00,000 to ₹12,00,000 per annum.
- Employment Type: Full-time, Contract.
- Location: Fully Remote.
SMRT Systems is a leading cloud-based business management platform developed specifically for the dry-cleaning industry. By offering powerful software tools and additional digital marketing solutions, SMRT empowers businesses to improve efficiency, reduce labor costs, and expand customer reach. With global locations in North Carolina, California, Sweden, and Australia, we are committed to helping our clients provide exceptional customer care and enhance their daily operations.