Product Support Specialist

About the Role

Modo Technologies is looking for a committed Product Support Specialist to assist customers using its smart home products. The role centers on helping users with installation, device pairing, and troubleshooting through the ticketing system. You will serve as the initial contact for product-related concerns and will need to provide clear, timely resolutions.

Key Responsibilities

• Handle support tickets connected to product setup, pairing, and troubleshooting.
• Walk customers through the configuration of sensors, smart switches, curtains, and locks in a simple step-by-step manner.
• Investigate frequent issues such as connectivity problems, pairing errors, app-related glitches, and hardware defects, then suggest fixes.
• Route unresolved or highly technical matters to the appropriate internal team.
• Coordinate with the technical teams of brand partners such as Aqara, Lockin, SwitchBot, and others to resolve issues and better understand product performance.
• Collect faulty devices from customers or field teams, carry out basic checks to identify recurring fault patterns, and share observations with the R&D team.
• Keep ticket logs, issue details, and resolution notes accurate and up to date.
• Spot repeated customer issues and communicate those trends to the product or technical team.
• Contribute to building and maintaining a knowledge base or FAQ for common concerns.
• Make sure tickets are closed within the agreed response and resolution timelines.

Requirements

• Previous exposure to customer support, technical support, or a similar function.
• Ability to troubleshoot both hardware-related and app-based issues; product-specific training will be provided.
• Strong written and spoken communication skills.
• A patient, customer-first approach, especially when supporting non-technical users.
• Basic familiarity with Wi-Fi, Bluetooth, or Zigbee-powered smart devices is an advantage.
• Experience with ticketing tools such as Zendesk or Freshdesk is helpful but not required.

Preferred Background

• Experience supporting smart home, IoT, or electronics products, including brands such as Aqara, SwitchBot, or Lockin.
• Ability to support customers in more than one language.

What We Offer

• Practical, hands-on training on Modo’s product range.
• The chance to progress into a senior or lead support position as the team expands.

About the Company

Modo Technologies is a technology company focused on creating products and solutions that improve everyday living rather than simply serving as tools. The company emphasizes humane technology and takes responsibility for how it is designed, developed, and delivered. Its work spans enterprise and smart home solutions, including system integration and custom product development. Modo Technologies also operates as an authorized distributor of Aqara and an authorized partner of Loxone.

Eligibility

Applicants with any graduate degree may apply.

Compensation

The role offers a salary in the range of INR 3,50,000 to 5,00,000 per year.