Tier 3 Support Engineer

About WINT

WINT develops IoT hardware and software water-management solutions for the real-estate and industrial sectors.

The devices are installed in buildings – such as the Empire State Building and on construction sites. The system monitors usage patterns and uses Machine Learning, signal processing and statistical analysis techniques to detect anomalies and prevent leaks by shutting off water. Our customer prevents massive damage to facilities – which could reach millions of dollars per incident, and save 20%-25% of their ongoing water consumption.

WINT was named in Fast Company’s Annual List of the World’s Most Innovative Companies for 2020 and has won numerous other awards.

Job description

The Tire Support Engineer is the final escalation point for customer issues within the Support department, managing technical issues that cannot be resolved by levels 1 & 2 support staff.  The Senior Support Engineer is capable of troubleshooting and resolving the most difficult and complicated issues.  This position works closely with the Pre/Post Sales and R&D departments. The senior Support Engineer is required to provide a clear and concise communication with all forms of client and internal interactions.

Responsibilities

Primary escalation point for technical issues that cannot be resolved by Tier-1 and Tier-2 support staff

  • Responsible for advanced troubleshooting of WINT’s products and services
  • Provide training to Tier-1 and Tier-2 Support Technicians
  • Provide ‘on-site’ support where as needed. This may require some international travel
  • Responsible for escalating to R&D those issues that cannot be resolved by the support department
  • Act as a backup for Tier-2 support staff
  • Document support-related Standard Operating Processes and Procedures (SOP)
  • Maintain Service Level Agreements (SLA) on service requests
  • Accurately document and classify client requests and incidents
  • Provide courteous and professional communication with clients and internal departments

Requirements

  • 5+ years of experience in tech support (experience with SaaS and IoT devices an advantage)
  • Strong analytical and troubleshooting skills
  • CRM system knowledge (JIRA, SalesForce, Zendesk etc. ) – advantage
  • Excellent written and verbal skills
  • Ability to work unsupervised
  • Ability to handle multiple priorities
  • Ability to also work as a member of a team
  • Strong client support services skills (customer service)
  • Attention to detail
  • Strong organizational skills
  • Ability to think outside the box
  • Strong communication skills and excellent English
  • A degree in Mechanical/ Electrical Engineering / Industrial Engineering 

Apply now

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