Software Support Engineer

Job Title: Software Support Engineer

Location: Mumbai, India (Hybrid – within commuting distance of Thane office)

Client: US-Based Client

Location: Mumbai, India (Hybrid)

Department: IT Support

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000+ team members help some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service.

We believe great service is built on two things: smart technology and even smarter people. From our proprietary AI tools to our collaborative, people-first culture, we provide our teams with the tools, training, and trust they need to make an impact.

If you are looking to be part of a fast-moving, forward-thinking, and inclusive global team, Quantanite is the place for you.

Position Overview

We are looking for a highly motivated Software Support Engineer to join our Support Team and work closely with our US-based client in the EV charging and electrical infrastructure domain.

This role requires a strong technical support professional who can act as the key bridge between Customer Service Representatives and the Software Engineering Team. The ideal candidate should have prior experience supporting products or operations in an electrical-based company, preferably in EV charging stations, electric vehicle companies, power systems, or similar industries.

Strong hands-on experience in Python scripting and automation is highly preferred.

You will be responsible for troubleshooting complex customer and field issues, identifying root causes, driving permanent solutions, and improving product quality and operational efficiency.

Key Responsibilities

• Resolve complex customer issues independently and act as the primary technical escalation point for the support team
• Perform hands-on troubleshooting related to EV charging operations, drivers, and site hosts
• Analyze escalated cases from Tier 1 support, identify root causes, and provide resolution or further escalation
• Capture detailed diagnostics, logs, and field data to support issue resolution
• Identify recurring field issues, trends, and recommend permanent fixes and process improvements
• Work closely with engineering teams to improve product quality and support efficiency
• Identify opportunities for automation and develop scripts using Python, Shell, or similar tools
• Review and improve support processes to ensure better quality, efficiency, and standardization
• Maintain regular communication with site hosts and customers regarding issue status and resolution
• Generate reports and metrics on customer issues, internal resolutions, and product performance
• Occasionally assist customers directly via calls, emails, and support channels

Required Qualifications

• Bachelor’s degree in Computer Science, Electrical Engineering, Electronics, or related field
• Prior experience as a Support Engineer, preferably in an electrical, EV charging, charging station, power systems, or electric vehicle company
• Strong hands-on experience with Python scripting for troubleshooting, automation, and support tasks
• Excellent written and verbal communication skills
• Strong analytical, troubleshooting, and problem-solving abilities
• Ability to work in a fast-paced and evolving environment
• Strong time management and multitasking skills
• Proven ability to collaborate with technical teams and customers effectively

Preferred Qualifications

• Experience supporting EV charging infrastructure or charging station operations
• Knowledge of Linux / Ubuntu environments
• Experience with Shell scripting (sh/bash) and automation
• Exposure to incident management and root cause analysis
• Understanding of hardware-software integration in electrical systems
• Experience working with international clients, preferably US-based clients

What We Offer

Comprehensive Training

Opportunity to work on cutting-edge EV charging technology and advanced support systems.

Career Growth

A high-impact role with visibility across engineering and customer teams, offering strong learning and career progression opportunities.

Collaborative Culture

An innovation-driven, collaborative work environment where your ideas matter.

Global Exposure

Work directly with leading global brands and a US-based client on critical business operations.