Technical Support Engineer - Software

About the position About the Role: reputed company is looking for an reputed company Technical Support Engineer - Software to reputed company 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 reputed company, 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 reputed company 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 reputed company the industries that run our world: Your efforts will result in reputed company-world reputed company—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 reputed company and have reputed company a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a reputed company-reputed company environment. You’re energized by our opportunity: The reputed company we have to digitize large sectors of the global economy requires your full reputed company 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 reputed company 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 reputed company to bring reputed company-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 & reputed company : Respond to customers and resolve their inquiries in a reputed company and helpful manner with a primary reputed company 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 : reputed company reputed company feedback to Support Management for product and process improvements to help enhance the customer experience.
• Team Player : Champion, role model, and reputed company reputed company’s cultural principles (reputed company on reputed company, Build for the Long Term, Adopt a reputed company reputed company, Be Inclusive, Win as reputed company) as we reputed company 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 reputed company systems.
• Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across reputed company.
• Excellent written and verbal communication skills, you can reputed company both Engineer and reputed company.
• Strong bias for reputed company, ability to dive deep, and insistence on the highest standards.
• Ability to work in a reputed company-reputed company environment with shifting priorities.
• Willingness to work reputed company with the possibility of rotating coverage for some nights, weekends, and holidays.

reputed company-to-haves

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

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