Technical Support Engineer

Job Description

Location: Pulchowk, Lalitpur

Job Type: Full Time

Role Level: Mid – Senior

Timezone: Eastern (ET) / Central (CT)

Work Type : Hybrid

The Role

We are looking for a Technical Support Engineer to own technical support for the lights that we are developing for one of our clients. You will be the primary point of contact for customers, installers, and dealers diagnosing issues, guiding installations, producing documentation, and feeding patterns back into engineering.

You will work closely with our firmware and software developers to stay ahead of product changes, and you will maintain an open channel with our manufacturing partners in China on specification and quality matters. This is not a ticket-queue role; we expect ownership of the support function as a whole.

Requirements

• Technical Background: Bachelor's degree in Engineering, Computer Science, or a related technical discipline, or equivalent professional experience. Product-specific knowledge will be acquired on the job; we are looking for candidates with strong technical aptitude and the ability to learn quickly.
• Working Hours: Availability to work standard US business hours on a consistent basis. This is a firm, non-negotiable requirement, given the geographic distribution of our customer base.
• Language Proficiency: Fluent English is a must. You will be responsible for creating technical documentation and communicating with global project stakeholders.
• Diagnostic Skill: Demonstrated ability to diagnose technical issues end-to-end; reading logs, reproducing bugs, and writing clear, structured escalations.
• Work Style: Proactive and self-directed. You identify issues independently, take ownership of outcomes, and follow through to resolution.

Responsibilities

• Provide technical support to customers, installers, and dealers across email, live chat, and video call channels.
• Diagnose and resolve product issues, including connectivity, configuration, firmware, and hardware-related queries.
• Guide customers through product installation, configuration, and integration with third-party smart-home platforms.
• Produce and maintain high-quality support documentation, knowledge base articles, and installation guides.
• Collaborate with the engineering and software development teams to stay current on new features and firmware releases.
• Maintain ongoing communication with manufacturing partners in China on product specifications, quality assurance, and technical queries.
• Analyse support trends to identify recurring issues and opportunities for process or product improvement.
• Escalate product defects and documentation gaps to the engineering team with clear, reproducible reports.

Preferred Skills

• Prior experience in technical support or customer success for a hardware or smart-home product.
• Experience coordinating with overseas manufacturing partners.
• Familiarity with smart-home ecosystems, Wi-Fi networking, low-voltage DC wiring, or lighting control systems.
• Experience writing customer-facing technical documentation or tutorial content.