Technical Support Executive in Indhur, भारत

Job Title: Technical Support Executive   

Department: Technical Operations

Location: Indore (On-site)

Experience: 1–3 Years

Company: Robro Systems

About Robro Systems   

Robro Systems is a fast-growing innovator in AI-powered automation and machine vision , specializing in web inspection solutions for technical textile manufacturers.

Our flagship Kiara Web Inspection System (KWIS) helps manufacturers with real-time defect detection, quality inspection, and operational efficiency.

At Robro, we are driven by Vision, Intelligence, and Control .

Role Overview   

We are looking for a hands-on Technical Support Executive who can understand and troubleshoot technical issues related to industrial automation, machine vision systems, electrical/electronic components, software, system connectivity, and Robro's products and solutions .

The person will be responsible for receiving and managing customer technical issues through Zoho Desk , understanding the actual problem, performing first-level ticketing support , guiding customers through basic troubleshooting, and coordinating with the Engineering/Service teams for further resolution.

This is a product and system technical support role , not a generic IT helpdesk, customer service, or call-center support role.

The candidate should be able to understand a technical problem from a customer, identify the possible cause, document the issue properly in Zoho Desk , communicate it clearly to the internal technical team, and track the ticket until resolution.

Key Responsibilities   

• Receive and understand customer technical complaints through support tickets, calls, email, or other communication channels.
  

• Analyse customer-reported issues related to Robro's machine vision and automation systems .
  

• Perform first-level troubleshooting of hardware, electrical/electronic, software, communication, and system-level issues .
  

• Maintain a proper history of customer issues and resolutions in Zoho Desk .
  

• Understand symptoms, error messages, alarms, system behaviour, and operating conditions to identify possible root causes.
  

• Guide customers or on-site technicians through basic troubleshooting and corrective steps.
  

• Check and troubleshoot issues related to:
  

• Industrial cameras and vision systems
  

• Sensors and other field devices
  

• Industrial PCs and system hardware
  

• Cables, connectors, power supply, and communication connections
  

• Network and device connectivity
  

• Software/application-related issues
  

• Machine/system configuration
  

• Basic PLC/automation-related issues
  

• Collect required technical information such as photos, videos, error screenshots, logs, machine status, error codes, and configuration details from customers.
  

• Clearly document the problem, troubleshooting performed, observations, and current status in the support ticket.
  

• Escalate unresolved or complex issues to Engineering, Service, QA, or Product teams with complete technical information.
  

• Explain the customer's issue clearly to internal teams so that unnecessary back-and-forth can be avoided.
  

• Follow up on open technical issues and ensure timely resolution as per defined SLA.
  

• Provide remote technical assistance and coordinate with field/service engineers whenever required.
  

• Assist the technical team during system installation, commissioning, configuration, testing, and troubleshooting .
  

• Maintain records of recurring technical issues and their solutions.
  

• Prepare and update SOPs, troubleshooting guides, FAQs, and knowledge-base documentation .
  

• Identify recurring problems and provide feedback to Engineering/Product teams for system or product improvement.
  

• Be willing to travel to customer sites whenever required for technical support activities.
  

Requirements

Required Technical Skills   

The candidate should have a practical understanding of:

• Basic electrical and electronic troubleshooting
  

• Zoho Desk or similar technical support/ticketing platforms
  

• Industrial hardware and control systems
  

• Sensors, cameras, cables, connectors, and power systems
  

• Industrial PCs and peripheral devices
  

• Basic networking and communication troubleshooting
  

• Hardware/software integration
  

• System installation and configuration
  

• Reading and understanding technical diagrams/manuals
  

• Troubleshooting using a systematic, step-by-step approach
  

• Basic understanding of automation and machine vision systems
  

Must-Have Qualifications   

• B.E./B.Tech in Electrical, Electronics, Electronics & Communication, Computer Science, Instrumentation, Mechanical, Mechatronics, Automation, or related technical discipline .
  

• 1–3 years of experience in technical support, field service, industrial automation, machine maintenance, equipment support, machine commissioning, electronics support, or a similar technical role .
  

• Practical troubleshooting experience with hardware and technical systems.
  

• Ability to understand a technical issue reported by a customer and identify the possible cause.
  

• Ability to communicate technical problems clearly with Engineering/Service teams.
  

• Good written and verbal communication skills.
  

• Willingness to work from the Indore office and travel to customer sites when required.

Important – Role Fit   

This position requires hands-on technical/product support experience .

Profiles primarily focused on the following will not be considered relevant:

• Call Center / BPO Technical Support
  

• Voice Process / Customer Care
  

• Generic Customer Support
  

• Telecom Customer Support
  

• Banking/Insurance Customer Support
  

• Non-technical Helpdesk roles
  

• Desktop/IT Helpdesk Support
  

• Customer Service Executive roles without hands-on technical troubleshooting experience