Technical Customer Support Engineer – Embedded & Networked Systems

Location: Pune (Office + Pan-India Travel)

Department: Technical Support

Experience: 4-6 Years

Qualification: B.E./B.Tech/Diploma in Electronics / E&TC / Electrical / Instrumentation

Role Overview

We are seeking a technically strong and customer-focused engineer to support embedded, network-connected industrial systems deployed across nationwide sites.

Key Responsibilities

• Provide remote and on-site technical support

• Diagnose hardware, firmware, communication & network issues

• Perform structured root cause analysis (RCA)

• Validate RS485 / TCP-IP / RF communication

• Analyse logs and diagnostic parameters

• Support remote firmware upgrades & configuration

• Support installation & system configuration at site

• Ensure environmental compliance (IP rating, temperature, grounding)

• Log and manage support cases through JIRA

• Track, update and close tickets as per SLA

• Coordinate internally for escalations

• Support preventive maintenance planning

• Prepare service reports & MIS documentation

Required Technical Skills

• Embedded systems & microcontrollers

• Industrial power supplies & LED systems

• RS232 / RS485 / Modbus / TCP-IP networking

• Basic Linux command-line knowledge

• Web-server configuration & IP addressing

• Reading schematics & using diagnostic tools

• Familiarity with JIRA ticketing tools