Technical Support Executive

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