Technical Product Support Specialist

About Us

Imagine a world where accessible education empowers every visually impaired individual to reach their full potential. That's the vision driving us. As a tech-innovative company, we're dedicated to building groundbreaking educational solutions for the visually impaired population across the globe, relentlessly focused on improving learning outcomes. Our pioneering spirit brought to life Annie, the world's first Braille literacy device, a self-learning Braille device used across schools and training centers. Annie has not only been embraced wholeheartedly but has also spread its wings into more than 8 countries, creating a tangible difference. Our journey even captivated audiences on Shark Tank Season 1, becoming one of the most watched episodes globally.

Our commitment to innovation and impact has been recognized through prestigious accolades like the National Startup Award 2022, the MIT Solve Challenge, and the Times Best Innovation Award in assistive technology. We partner with schools, NGOs, corporations (CSR), and government programs to enable high-quality learning for children with visual impairment.

We invite you to join our inspiring journey as we continue to innovate with Annie and develop new solutions, aspiring to empower every visually impaired learner on the planet.

Who are we looking for

We are seeking a Technical Product Support Engineer who can act as the primary technical point of contact for customers and partners, while working closely with internal engineering teams. This role is ideal for someone who enjoys customer interaction, understands how complex systems behave in the real world, understanding system behavior end-to-end, and ensuring reliable operation of production products, and can translate between user-reported issues and engineering-level diagnostics.

What will you be doing

Customer & Partner Support

• Act as the first technical point of contact for:

1. Customers using our products
2. Deployment partners and field teams

• Handle incoming technical queries related to:

1. Device usage and configuration
2. Platform access and workflows
3. Connectivity, updates, and system behavior

• Communicate clearly and empathetically with users to understand issues, set expectations, and provide timely updates.

Technical Troubleshooting & Issue Resolution

• Diagnose customer-reported issues by:

1. Collecting logs, screenshots, and system details
2. Reviewing dashboards, metrics, and device status reports

• Handle issues spanning devices and applications.
• Reproduce, isolate, and document bugs before escalation.
• Escalate issues to engineering with well-structured reproduction steps and impact analysis.

Engineering & Product Collaboration

• Work closely with engineering teams to:

1. Clarify customer-reported problems
2. Validate fixes and patches
3. Confirm issue resolution before closing cases

• Share recurring customer pain points and field insights with Product and Engineering.
• Assist in pre-release validation and regression testing from a customer-use perspective.

Documentation & Knowledge Management

• Create and maintain:

1. Customer-facing FAQs and troubleshooting guides
2. Internal support playbooks and runbooks
3. Known issues, limitations, and workaround documentation

• Help standardize support processes for scale and consistency.

Operational Support

• Track and manage support tickets using defined workflows and SLAs.
• Maintain clear communication with stakeholders during incidents or outages.
• Support onboarding and training of customers or partners when required.

What you'll need to bring to the table

• 2+ years of experience in a technical support, systems support, or junior engineering role.
• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent hands-on technical experience).
• Strong troubleshooting and problem-solving skills.
• Comfort working with:

1. Web applications
2. Basic networking concepts (Wi-Fi, LAN, Bluetooth)

• Ability to read logs and reason about system behavior.
• Clear written and verbal communication skills.

Good to Have

• Basic scripting experience (bash or Python).
• Familiarity with Linux or device-based environments.
• Experience supporting hardware + software products.
• Experience using ticketing or issue-tracking tools.
• Exposure to products used in education, infrastructure, or large-scale deployments.

Duration

Full Time

Application Process

You can apply for the role via the below link:

https://forms.gle/EM45XbRKiuEPaWwT8