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