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IoT Support Engineer and Support Coordinator

Verdigris Technologies

Customer Service

United States · Canada · Mexico

Posted on Thursday, October 5, 2023

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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.

Responsibilities

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.

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