Mechatronics / Technical Support Engineer

About the role

1st-line technical support via a tech services agent model: hands-on mechatronics/electromechanical aptitude + clear, calm client communications. Diagnose, guide troubleshooting, escalate with good notes, keep clients informed — not pure call-center, not pure bench technician.

Key responsibilities

• 1st-line support (chat / email / calls / tickets as directed)
• Triage and diagnose electromechanical, hardware, and related issues
• Communicate clearly with clients (expectations, next steps in plain English)
• Follow SOPs; document tickets thoroughly; escalate with context
• Basic setup / config / functional checks as trained
• Flag recurring issues; improve knowledge base / scripts
• Hit agreed 1st-line response and resolution targets

About you

• Mechatronics, electromechanical, electronics, mechanical, or related technical background
• Real diagnostic ability (not only escalate)
• Strong English for client-facing support
• Comfortable in ticket / agent workflows; accountable in outsourced delivery
• Fast learner on product SOPs / tools
• 1–4+ years technical support, field service, or hardware-facing helpdesk (preferred)
• Outsourced / BPO / MSP / international client experience (preferred)
• Sensors, motors, PLCs, basic electronics, or commissioning exposure (preferred)
• Ticketing / PSA / knowledge-base experience (preferred)