Technical Support Engineer (Remote & Site Support)

Job Description Technical Support Engineer (Remote & Site Support) Position * Technical Support Engineer Department * Technical Support / Customer Service Location * Field & Office (Remote and On-Site Support) Job Summary * Provide remote and on-site technical support for products and solutions, including troubleshooting, installation, commissioning, and customer assistance. Key Responsibilities Remote Technical Support * Provide technical assistance via phone, email, WhatsApp, or remote access tools. * Diagnose hardware, software, firmware, and communication-related issues. * Guide customers through troubleshooting and issue resolution. * Maintain support records and service logs. * Escalate complex issues to the Engineering/R&D team. * Assist with product configuration, firmware updates, and software installation. On-Site Technical Support * Perform installation, commissioning, maintenance, and troubleshooting at customer sites. * Conduct system inspection, fault diagnosis, and corrective actions. * Replace or repair defective hardware components. * Verify system functionality after service completion. * Prepare and submit service reports. * Coordinate with customers and internal teams for timely issue resolution. Technical Responsibilities * Diagnose PCB-level and system-level hardware faults. * Support communication protocols such as RS485, UART, Ethernet, Wi-Fi, LoRa, SPI, IC, CAN, and Modbus. * Upload and update firmware. * Perform functional testing and validation. * Read and interpret circuit and wiring diagrams. * Support product testing and quality improvement activities. Documentation & Reporting * Maintain service logs and customer support records. * Prepare Root Cause Analysis (RCA) reports. * Update troubleshooting guides and knowledge base documents. * Share technical feedback with Product Development and Quality teams. Required Qualifications * Diploma/B.E./B. Tech in Electronics, Electrical, Instrumentation, Mechatronics, or a related engineering discipline. * 14 years of experience in technical support, field service, or electronics troubleshooting (freshers with strong technical knowledge may also apply). Required Skills * Strong knowledge of electronics and embedded systems. * Hardware troubleshooting skills. * Knowledge of communication protocols (RS485, UART, SPI, IC, CAN, Modbus). * Firmware loading and software installation. * Proficiency in using multimeters and electronic test equipment. * Analytical and problem-solving skills. * Good communication and customer-handling skills. * Proficiency in Microsoft Office and technical documentation. Preferred Skills * Experience with IoT devices, industrial automation, fuel management systems, or embedded products. * Knowledge of Linux or Windows diagnostic tools. * Familiarity with remote support software and ticketing systems. * Experience in customer training and product demonstrations. Travel Requirements * Willingness to travel extensively for customer site visits. * Ability to work at different locations as required. * Valid driving license preferred. Email to : monika.phanse@rfbytes.com