Support Engineer - IoT & Technical Support

Support Engineer IoT & Technical Support

Who We Are

Tor.ai is an Industrial IoT product company that builds connected devices and solutions for industrial applications. Our teams work across hardware, firmware, software, product management, manufacturing, implementation and support to solve real industrial problems.

About the Role

We are looking for a proactive and customer-focused Support Engineer to provide technical support for Tor.ai’s IoT and industrial monitoring solutions. The role involves troubleshooting devices and connectivity issues, analysing logs/data, coordinating with internal teams, and ensuring timely closure of customer issues.

Key Responsibilities

• Troubleshoot issues related to IoT devices, sensors, gateways, connectivity and communication protocols.
• Analyse technical logs, device data and system behaviour to identify abnormalities and root causes.
• Support troubleshooting of Modbus RTU/TCP, RS485, Ethernet, TCP/IP and SIM/network connectivity.
• Assist with issues involving BMS, energy meters, flow meters, temperature sensors and industrial monitoring systems.
• Coordinate with Product, Firmware, Hardware, Software and Implementation teams for issue resolution.
• Track support issues, maintain records and prepare reports using Excel.
• Manage customer escalations with strong follow-up, communication and ownership until closure.
• Travel within Pune and nearby customer locations as required for troubleshooting and support.

Required Skills

• Good understanding of IoT devices, sensors, gateways and networking fundamentals.
• Basic knowledge of Modbus RTU/TCP, RS485, Ethernet and TCP/IP.
• Strong troubleshooting, analytical and problem-solving ability.
• Ability to understand technical logs, device data and communication issues.
• Good working knowledge of Microsoft Excel.
• Good written and verbal communication skills with the ability to interact confidently with customers.
• Proactive attitude with strong ownership, follow-up and coordination skills.
• Comfortable with local travel across Pune based on support requirements.

Preferred Profile

• Exposure to BMS / Building Automation, energy meters, flow meters, temperature sensors or Industrial IoT systems.
• Prior experience in technical support, IoT support, field support or industrial automation environments.
• Immediate or short-notice joiners strongly preferred.

Qualification

B.E./B.Tech/Diploma in Electronics, Electrical, Instrumentation, E&TC or a related technical discipline.

Ideal Candidate: A proactive, technically curious and customer-oriented professional who communicates well, takes ownership of issues, is comfortable travelling locally, and drives problems to timely closure.

Additional Information

Role Title: Support Engineer – IoT & Technical Support
Department: Support-IoT
Location: Pune
Employment Type: Contract Payroll – deployed at Tor.ai
Work Arrangement: Full-time, Work from Office