Job Title

Senior Customer Tech. Support Engineer (Vib Analyst level 3+) based in USA / India with specific experience in reciprocating Machinery, O&G and Energy industries.Shoreline AI: Here at Shoreline AI, we are revolutionizing Industrial Asset Performance Management (APM). Shoreline AI’s patented, AI/ML-driven, fully cloud-managed Asset Performance & Predictive Maintenance (APM/PdM) Software & Smart sensor Platform requires no expensive experts to deploy, no upfront CapEx costs, and no data-scientists; to operationalize within minutes per asset, thereby delivering powerful machine-specific analytics with unmatched ease.Learn more about us at highly secure, 100% subscription-based approach creates unprecedented APM/PdM economics for a wide variety of industrial plant equipment, delivering a revolutionary solution for Asset Performance Management and Energy Optimization that scales easily for our newest applications like VOC/Methane emissions monitoring.We serve customers in a variety of industry segments including, but not limited to O&G, Energy, Utilities, General Manufacturing, Pharma, F&B, Chemicals, PetChem & Plastics, Buildings & HVAC, Water & Water-water, etc.We are hiring SMEs in PdM, Machinery Health Monitoring, Vibration Analysis and Asset behavior & performance analytics to further strengthen our support services offerings.Multiple positions open in USA, preferably San Jose area, CA. and/or Houston, Tx AND in India, preferably Pune.Job Responsibilities: Own and lead all aspects of customer technical support for our APM/PdM Cloud platform, focused on rotating and reciprocating equipment in the oil & gas industry, to ensure customer success and high ROI from using ShorelineAI APM/PdM platform and associated services.Responsibilities include:- Providing support during customer onboarding, initial training, and remote support for project kick-off and new sensor deployments for existing and new customers. - Provide technical support during customer onboarding (including project kick-off and new sensor deployment), initial customer training, and ongoing remote support for oil and gas machinery-monitoring and vibration analysis project (machinery including reciprocating-compressors, multi-stage-pumps, engines and steam-turbines etc.), . - Supervise, review and ensure the correctness of sensor installation, including validation of machine kinematics, load parameters, alarm threshold configuration, and data-quality for oil and gas industrial assets, including large rotating and reciprocating machinery. - Work with software / product engineering to ensure relevant anomaly detection AI/ML models are appropriately deployed for all monitored assets. - Demonstrate leadership and strong problem-solving skills while engaging with customers, EPCs, OEMs, and channel partners in the oil & gas ecosystem. - Act as a technical lead and an effective contributor within cross-functional teams supporting reciprocating machinery reliability programs. - Deliver customer training across the lifecycle of APM/PdM contracts, with emphasis on reciprocating machinery diagnostics, alarm interpretation, and failure prevention. - Work closely with customers’ key stakeholders to maintain good visibility of delivered value from our program. Lead customers’/internal key stakeholders in developing success stories for internal and external publications. - Work with customers to develop discipline about alarm-management actions for alerts/alarms our platform raises. - Help create customer-training materials for different aspects of deployment and usage of our APM/PdM platform. - Support and improve materials and tutorials available on Shoreline helpdesk. Respond to, track, and manage the assigned help-desk tickets based on response guidelines set in our help-desk platform. - Based on customer feedback, work with Engineering to improve automated anomaly detection models continuously.Qualifications & Experience.- Experienced Plant / Machinery / Reliability / Maintenance engineer with 10+yrs industrial experience. - 4-year college degree (preferred) Mechanical Engineering. - Critical prerequisite: ISO Category III or IV Vibration Analyst Certificate. - You will get considerable preference if you’ve worked in the O&G and/or Energy industry as a Vibration Analyst and/or RCM/PdM/Maintenance Technician / Engineer / Manager. - High-level of familiarity with design, operations, and/or maintenance of reciprocating plant machinery equipment will be considered a plus. - High proficiency in using computer software, with experience in using, deploying, and/or supporting Condition Monitoring / Vibration Analysis Software, CMMS/RCM systems, and/or similar cloud-hosted industrial applications in industrial maintenance and/or operations. - Excellent communication skills and high-level of expertise in working with Google Workspace or MS Office tools are necessary proficiencies for this role. - Demonstrated, exceptional data analysis skills will be considered a plus. - Highly proficient in interacting, influencing, and guiding internal and external stakeholders, with excellent written and verbal communication skills. - Must have a valid driver's license in good standing. - Ability and willingness to work in synch with customer availability in US and attend meetings in early morning / late-evening hours. - Ability, willingness, and availability to deliver as per tight schedules. - Ability and willingness to travel up to 20 – 30% of the time in North America.Shoreline AI is a Silicon Valley start-up, fast-paced and highly energized by success. Several Fortune 500 customers are already using our technology successfully.We provide a positive, encouraging, and highly engaged work environment built around excellent, exceptional customer centricity while maintaining our employees' personal well-being and work-life balance.Shoreline AI offers best-in-class benefits and cares about the overall well-being of our employees. We offer comprehensive healthcare options to fit your needs, and added benefits include company-paid life insurance.We celebrate Diversity and excel at Teamwork in the Workplace. At Shoreline, we strive to embed Diversity, Equity, and Inclusion in everything we do. By developing a culture of belonging, our people flourish, leading to an inclusive, equitable environment that promotes leadership, initiative, engagement, innovation, and continuous improvement.This role reports to the Global SVP of Customer Support Services.