Technical Customer Success Engineer, IoT – French Speaker

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate the onboarding process and assist customers in deploying IoT devices, ensuring seamless network connectivity.

• Diagnose and resolve IoT connectivity challenges, including TCP/IP, DNS, VPN, and NAT issues.

• Conduct packet analysis utilizing tools such as Wireshark.

• Provide training for customers on the usage of Monogoto’s backend and API.

• Set up network preferences and activate features like reverse access via the Monogoto admin portal.

• Perform routine account evaluations and monitor network health metrics.

• Proactively address customer issues.

• Collaborate with internal teams to resolve escalated issues.

• Contribute to the development of technical documentation.

• Create internal tools designed to enhance customer service.

• Assist French-speaking customers approximately 30% of the time.

• Manage select Customer Success Management (CSM) backoffice projects.

⛳️ Requirements

• Degree in a technical field.

• Proficient in English.

• Strong customer-facing and communication abilities (both verbal and written).

• Fluent in French (professional proficiency in both verbal and written forms) - Mandatory.

• Capable of managing time effectively and working independently.

• Competent in creating short videos to elucidate troubleshooting procedures.

• Proficient in Microsoft Excel.

• Able to work efficiently and adhere to deadlines.

• Strong communication and problem-solving skills.

• Experience with Zendesk is a plus.

• Familiarity with Kibana is an advantage.

• Experience in creating or utilizing APIs or scripts - Mandatory.

• Background in helpdesk software is a plus.

• Experience in the IoT or telecommunications sectors is advantageous.

• Experience in developing user guides or tutorial videos is an advantage.

• Understanding of cellular network technology and SIM card functionalities.

• 3-5 years of experience in technical support, helpdesk, telecommunications, or IoT.

• Ability to troubleshoot basic networking concepts (TCP/IP, DNS, VPN).

• Fluency in both French and English.

🏝️ Benefits

• Comprehensive training and professional development opportunities.

• Collaborative and inclusive work environment.

• Competitive salary and performance-based bonuses.

• Flexible working hours and the possibility of remote work.

• Health and wellness benefits.