Technical Support Engineer – IoT, SaaS

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

📋 Description

• Delivering first-level technical assistance to our international clientele

• Overseeing and addressing support requests via our ticketing platform

• Conducting preliminary troubleshooting and issue assessment

• Referring intricate problems to Tier 2 or Engineering when necessary

• Handling customer communications and ensuring prompt updates in line with our SLA agreements

• Offering remote technical assistance to Field Service Engineers while they are on-site at customer locations

• Taking ownership of the complete support process: investigate hardware problems to identify/record root causes, determine solutions, and implement hardware repairs (including replacement components and remote assistance)

• Collaborating across functions to clarify issues and escalate as required

• Educating customers on platform/product features and best practices

• Assisting customers in grasping the platform and tools that can advance their business

• Creating the leading customer experience in the industry

⛳️ Requirements

• Minimum 1 year of experience in Frontend Technical / Customer Service (Hardware (IoT) + Connectivity + SAAS Solutions)

• Knowledgeable and experienced in managing databases in a cloud environment

• Solid understanding of customer service and technical support principles and practices

• Skilled in utilizing customer service software and tools, such as CRM

• Proficient in using computers and various software applications

• Excellent communication abilities, both verbal and written - voice & email

• Must possess a high school diploma or equivalent

• Understanding of IoT devices and network functionality

• Preferably experienced in a call center setting

• Previous experience in client-facing roles is preferred

• Familiarity with Salesforce and/or other CRM systems

• Relevant certification

🏝️ Benefits

• 21 Days of Annual Leave Credits

• Medical Coverage

• Remote Work Allowance (400 lei gross/month)

• Meal Tickets (40 lei/working day)

• Opportunities for unlimited fun to facilitate infinite growth