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IoT Support Engineer and Support Coordinator

Verdigris Technologies

Verdigris Technologies

Customer Service
United States · Canada · Mexico
Posted on Thursday, October 5, 2023
About Us:
Verdigris is a trailblazing company with a mission to sustain and enrich human life through responsive energy intelligence. Our advanced sensors revolutionize energy intelligence by giving our customers easy access to all their electrical data in a single, connected place. We are at the forefront of addressing today's energy challenges, paving the way for a sustainable and responsive future.
At Verdigris, we value collaboration, growth, and innovation. We are seeking a dedicated and detail-oriented individual to join our team as an IoT Support Engineer and Support Coordinator. This role is critical to ensuring our customers receive top-notch technical support while contributing to the optimization of our products and services.


  • Workflow Development
  • Design and develop efficient support workflows to handle incoming support requests, prioritize tasks, and escalate critical issues as necessary.
  • Analyze support case data to identify patterns, trends, and anomalies related to cases opened for Verdigris software products (i.e., Data, Analytics, Admin, Setup Tools) and suggest optimizations.
  • Identify opportunities to optimize platform implementation and improve Verdigris Product and Service delivery performance and customer experience.
  • Collect and analyze customer feedback to identify areas of improvement and ensure the continual enhancement of customer support services.
  • Be available for on-call support during critical situations or emergencies, ensuring prompt response and resolution.
  • Conduct testing and quality assurance processes to validate the functionality and reliability of support workflows, systems, and applications.
  • Create and maintain comprehensive documentation, including troubleshooting guides, support procedures, and knowledge base articles for internal and external use.
  • Customer Support (Tier 2)
  • Provide technical support to customers and end-users, addressing their queries, troubleshooting issues, and ensuring timely resolutions to maintain customer satisfaction.
  • Identify and diagnose technical issues related to IoT sensors, energy monitoring systems, and energy management applications. This involves analyzing sensor data, network connectivity, and system logs.
  • Offer remote assistance to customers and field technicians to resolve issues without physical presence, optimizing support processes, and reducing response time.
  • Manage and deploy software and firmware updates to IoT devices to ensure the latest features, security patches, and bug fixes are implemented.
  • Assist with the integration of IoT sensors and energy management applications into existing infrastructure and systems.
  • On-Site Support (Tier 3)
  • When required, provide on-site support for complex issues that cannot be resolved remotely, which may involve travel to customer locations.
  • Product Support (Tier 4)
  • Monitor the health and performance of IoT sensors, energy monitoring systems, and associated applications.
  • Proactively address potential issues to prevent downtime or bad data.

Required Qualifications

  • You have 5+ years in a customer-facing technical role (eg. as professional services consultant, field engineer, product developer, or systems engineer)
  • You have working knowledge of or a strong desire to learn about AC electrical systems.
  • You are a strong active listener, and can communicate well in asynchronous communication: email, slack, documentation.
  • Ability to diagnosis problems in a linux command line environment. Commands like ssh, ifconfig, nslookup, cd, ls are all familiar.
  • You know network information security requirements and can support enterprise security requests.

Preferred Qualifications

  • You have experience reading, troubleshooting, and updating electrical line diagrams.
  • You have software engineering background and ability to script solutions and tools to solve customer issues.
  • You have project manager experience.
  • You have product management background and experience scoping work for engineering teams.
  • You can prototype and develop lightweight API integrations to enable seamless customer integration and/or project manage or guide 3rd-party developers.