Technical Support Engineer

About Energy Bots

eBots

FloSenso Automatic Water Level Controller

Shift Timing:

Working Days:

Product Support:

• Provide technical support on IoT and embedded products to customers and internal teams.
• Identify and troubleshoot hardware and software issues related to IoT devices and embedded systems.
• Diagnose and resolve technical problems, escalating issues as necessary.

Customer Interaction:

• Interact directly with customers to understand and resolve their technical inquiries.
• Communicate technical solutions clearly to both technical and non-technical customers and team members.
• Manage customer expectations regarding issue resolution timelines.

Documentation and Training:

• Create and maintain technical documentation such as FAQs, troubleshooting guides, and knowledge base articles.
• Conduct training sessions internally on product features and troubleshooting procedures.

Testing and Validation:

• Assist in testing new product releases and updates to ensure quality standards.
• Validate and replicate customer-reported issues in a controlled environment.

Collaboration:

• Work closely with cross-functional teams including product development, assembly team, mobile application team, and sales team.
• Provide feedback to the product development team based on customer interactions and product usage.

Qualifications:

• Experience:

   1 to 2 years in a technical support role.

• Technical Skills:

   Understanding of IoT protocols (e.g., MQTT, HTTP), embedded systems architecture, hardware, and firmware.

• Soft Skills:

   Ability to identify, troubleshoot, and resolve technical issues within defined timelines.

• Experience of Strong follow up with Customers  plus the Installation Team (being outsourced to the Plumber/electrician Network in the coming days ).

• Troubleshooting Skills:

   Ability to systematically diagnose and resolve complex technical issues remotely and on-site.

• Communication Skills:

   Excellent verbal and written communication skills.

• Customer Focus:

   Prior experience in a customer-facing technical support role preferred.

• Team Player:

   Ability to collaborate effectively in a cross-functional team environment.

• Education:

   Graduate in Electronics, E&C, Computer Science, Electrical Engineering, or related fields; relevant experience can substitute formal education.

Additional Considerations:

• Remote Support:

   Flexibility in working hours to provide remote support to customers across India.

• Travel:

   Occasional local travel required for on-site customer support.