Senior Technical Support Engineer
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Job Description
Technical Support Engineer providing first-line technical support and training for IoT solutions in the Asian Customer Success Team. Collaborating with customers, partners, and internal teams to enhance product usage and resolve issues.
Responsibilities:
- Providing first-line technical support (through the support platform and remote connection if required)
- Provide support by troubleshooting problems and diagnosing and solving hardware or software faults, including procedural documentation and relevant reports if required
- Working continuously on a task until completion including escalations and development requests
- Responding within agreed time limits to call-outs
- Prioritizing and managing many open cases at one time
- Open, manage, and follow up until the closure of the RMA process (return merchandise authorization) of damaged material
- Constantly improve your performance, meeting the goals assigned by the company and the manager of the department
- Guide customers through the CMT Cloud deployment and configuration process
- Onboarding and training partners and customers when required
- Keep updated on Worldsensing products and solutions
- Coordinate the technical services purchased by the customer
- Provide technical guidance to sales teams and customers as technical presales point of contact (eg, 3rd party software integrations)
- Taking part in new developments and helping the Product team when required
- Collaborate with other departments (R&D, Product, Sales, Customer Operations…) on existing and new process deployment when required
Requirements:
- 10+ years of work experience in technical field support roles that require frequent interaction with customers, with products that include hardware, software, and networking
- Knowledge of computer networking
- Knowledge of server administration and Linux / Windows
- Practical knowledge of web-based APIs and front-end web-based technologies (HTML, CSS, Javascript, ...)
- Knowledge of script programming
- A technical degree preferably in Computer Science, Telecom, or Electronics is a plus
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
- The ability to work well in a team
- Problem-solving skills
- A strong customer focus
- The ability to prioritize your workload
- Attention to detail
- Strong language skills in English
- Experience in similar positions will be considered
- Willingness to travel
Benefits:
- Competitive salary and benefits package
- Opportunity for professional growth and development
- Great work environment: we are a passionate, tight-knit team hailing from 20+ countries
- We are a family-friendly company and support a healthy work-life balance, we’re outcome oriented
- Work-from-home policy (flexibility)
- We like grabbing lunch or a drink together, and coming together for fun events organized by Worldsensing
- We love to learn and we love to share so you will actively participate in our knowledge sharing initiatives or transversal committees (communities, show and tell, etc.)
- Opportunity to work for a global IoT player which has been labeled as one of the organizations actively shaping and pioneering the Industrial Internet
- Hybrid working environment
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