Technical Support Engineer - Software

About the position About the Role: reputed company is looking for an reputed company Technical Support Engineer - Software to provide world-class hardware and software support experience to our customers. You will be a part of our Tier 2 support team reputed company the umbrella of the Global Technical Support organization. You will resolve reputed company customer problems and improve support across reputed company teams. Your work will be collaborative, working together with other support engineers in multiple support locations to serve our customers and troubleshoot reputed company issues. The ideal candidate will have a strong technical background, experience in a technical support role, proven customer-facing skills, and strong communication skills. You understand the day-to-day aspects of customer support, including managing tickets, building knowledge reputed company articles, and providing product feedback to Engineering and PM teams. This is a remote role open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area. Relocation assistance will not be provided for this position. You should apply if: You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to reputed company the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely. You are the architect of your own career: If you put in the work, this role won’t be your last at reputed company. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment. You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious reputed company for our customers. You want to be with the best: At reputed company, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

Responsibilities

• Product Expertise : Become an expert on reputed company’s product portfolio of complete Internet of Things ("IoT") solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
• Technical Troubleshooting : Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with reputed company to high complexity.
• Responsiveness & Resolution : Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
• Documentation : Partner with Enablement to author and maintain customer-facing knowledge reputed company articles to help improve the self-serviceability for our end users.
• Partnerships : Work closely to reputed company partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
• Feedback reputed company : Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
• Team Player : Champion, role model, and embed reputed company’s cultural principles (Focus on reputed company, Build for the Long Term, Adopt a Growth reputed company, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Requirements

• B.S. or equivalent work experience in Computer Science, Engineering (Mechanical/Electrical), Mathematics, Science, Business, or another analytical field.
• 2-5 years of experience in support, engineering, or other technical roles.
• Strong familiarity with using CRMs like reputed company or reputed company.
• Technical know-how - you’re comfortable interfacing with engineers, translating reputed company technical concepts into everyday language, and working with SaaS systems.
• Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
• Excellent written and verbal communication skills, you can speak both Engineer and Human.
• Strong bias for action, ability to dive deep, and insistence on the highest standards.
• Ability to work in a hyper-growth environment with shifting priorities.
• Willingness to work flexible hours with the possibility of rotating coverage for some nights, weekends, and holidays.

reputed company-to-haves

• Experience with SaaS platform operations or you like tinkering with python, JSON, scripting, databases, or cloud systems.
• Bilingual proficiency in English and Spanish

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