Technical Support Engineer

Role OverviewThe Technical Support Executive will be the first point of contact for customers requiring assistance with installation, operation, troubleshooting, and product-related technical queries.

The role requires excellent spoken and written English, strong communication skills, patience while dealing with customers, and the ability to understand technical products.

This position will operate during US business hours from India.

• Key ResponsibilitiesHandle technical support calls, emails, WhatsApp messages, and video calls from US customers and partners.
• Guide customers and installers through product installation and setup.
• Troubleshoot issues related to motors, movement mechanisms, remote controls, RF controls, control boxes, limit settings, wiring, relays, mechanical alignment, and installation.
• Conduct remote troubleshooting through photos, videos, and live video calls.
• Explain technical solutions clearly to customers who may not have a technical background.
• Assist AV installers, system integrators, electricians, and contractors during installation.
• Identify whether an issue is related to installation, programming, electrical components, mechanical components, or product failure.
• Escalate complex cases to the engineering/product team in India.
• Coordinate internally for replacement components or spare parts when required.
• Maintain records of customer complaints, troubleshooting carried out, and final resolution.
• Follow up with customers until the issue is completely resolved.
• Develop familiarity with Tono product manuals, wiring diagrams, installation guides, and troubleshooting procedures.
• Help improve FAQs, troubleshooting documentation, installation videos, and customer-support processes.
• Provide a professional international customer experience representing Tono Systems in the US market.

Mandatory Requirements

• Excellent spoken English – mandatory
• Excellent written English – mandatory
• Clear and easily understandable communication.
• Comfortable speaking with US customers over phone and video calls.
• Willingness to work a permanent US/night shift from India.
• Good computer skills and ability to work with email, WhatsApp, CRM and online communication tools.
• Ability to understand technical products, diagrams, instructions, and troubleshooting processes.
• Strong problem-solving ability.
• Patient and composed while dealing with customer complaints.
• Ability to take ownership of a customer issue until closure.

Preferred BackgroundCandidates from any of the following backgrounds would be preferred:

• Electronics / Electrical
• Mechanical / Mechatronics
• AV / Home Automation
• Consumer Electronics
• Technical Customer Support
• International BPO Technical Support
• Technical Helpdesk
• CCTV / Security Systems
• Industrial Automation
• Smart Home / AV Integration

A diploma or engineering qualification is beneficial but not mandatory if the candidate has strong technical understanding and communication skills.

ExperiencePreferred: 1–4 years

Freshers with exceptional English communication and good technical aptitude may also be considered.

Previous experience supporting customers in the US, UK, Canada, Australia, or other international markets will be an advantage.

We are looking for someone who:

• Speaks fluent and confident English.
• Is comfortable talking to international customers.
• Can understand how a product works instead of simply reading from a script.
• Is naturally good at troubleshooting.
• Can remain calm when a customer or installer is facing a problem.
• Takes ownership instead of simply forwarding complaints.
• Is comfortable learning mechanical, electrical, and automation products.
• Can independently manage customer support during US working hours.

Women candidates are encouraged to apply.

Shift :The position will work from India while supporting customers during US business hours.

The exact shift may vary depending on whether the support coverage is focused on US Eastern, Central, Mountain, or Pacific time and may change seasonally due to US daylight-saving time.

Candidates must be comfortable working a regular night shift.

Performance IndicatorsPerformance will primarily be measured on:

• First-response time
• Issue-resolution time
• Percentage of issues resolved remotely
• Customer satisfaction
• Accuracy of troubleshooting
• Follow-up and closure rate
• Number of unnecessary escalations
• Quality of case documentation
• What Tono Will ProvideDetailed product training
• Installation manuals and technical documentation
• Troubleshooting guides
• Product videos and drawings
• Support from Tono's engineering and product teams
• Training on common installation and service issues
• Exposure to international customers and Tono's growing US operations

Career Growth

Senior Technical Support Executive → US Technical Support Lead → Customer Success / Technical Support Manager – North America