Support Technician

Do work that really matters, makes global impact, and is saving the future.

We are building solutions which, on their path to Net-Zero, allow the world's leading energy companies to achieve 65% reduction in emissions, while reducing their operations cost by 45%.

How we do it?

The Support Technician role offers you the chance to have a serious impact. You'll be joining an Industrial Internet of Things (IIoT) company specializing in designing, building, and implementing integrated technologies focusing on methane gas monitoring and tracking. Our solutions help customers optimize field resources and mitigate environmentally damaging situations in real-time. We use a combination of on-site multi-dimensional video and a machine learning/AI-based platform to give industries more data intelligence, flexibility, and reliability down to the device level. All this is replacing bulky and inefficient operating systems of the past.

Who Are We Looking For?

We are a team that works hard and works together. We’re after new team members who are innovative, collaborative, resilient, and solution oriented. We’ll teach you the rest.

If this sounds amazing, read on to learn what we are after.

Responsibilities

As a Support Technician, you’ll play a critical role in our business. You will collaborate with engineering teams, field service technicians, and business units to ensure a seamless and exceptional customer experience.

• Provide first-level technical support for our IIoT SaaS platform through phone, email, and chat channels.
• Troubleshoot and resolve issues related to device connectivity, data integration, and software functionality to ensure smooth operation for our customers.
• Assist customers with onboarding, configuration, and optimization of IIoT solutions, ensuring a seamless user experience.
• Collaborate with engineering teams to escalate and resolve complex technical problems.
• Document customer interactions and issue resolutions in the support ticketing system for accurate tracking and follow-up.
• Contribute to knowledge base articles and technical documentation.
• Monitor system performance and proactively address potential issues.
• Provide feedback to product teams to enhance service quality.
• Stay updated on the latest IIoT technologies and industry trends to provide informed support and recommendations.

Qualifications

• 3 to 5+ years of experience in a technical support or related role.
• Demonstrated experience communicating directly with clients in a business-to-business (B2B) support environment.
• Proficiency in using ticket management tools, with experience in JIRA preferred.
• Prior experience in technical support, ideally in a SaaS or IIoT environment, is highly desirable.
• Familiarity with industrial protocols such as MQTT, OPC UA, and Modbus.
• Strong problem-solving skills and the ability to work effectively under pressure.
• Excellent verbal and written communication skills, with a customer-focused attitude and a passion for helping others.
• Ability to work collaboratively in a team environment and contribute to shared goals.
• Proficiency with Microsoft Office 365 suite, and experience working with Linux and MacOS systems.
• Willingness to learn new skills, share lessons learned with the team, and adapt to a fast-paced, remote start-up environment with a rapidly growing and evolving team and product portfolio.

Nice to Haves

• A degree in Computer Science (CS), Computer Information Systems (CIS), or Computer Information Technology (CIT) is a plus.
• A technical background with relevant certifications, such as CompTIA, is preferred.
• Demonstrated potential to grow into a leadership role and eventually lead a support team.
• Experience working with IoT devices and sensors is highly desirable.
• Knowledge of scripting languages such as Python or Bash is a plus.
• Experience with manual testing for QA protocols, including the creation of test cases, is beneficial.

Benefits

We are a company committed to our employees, which is reflected in our benefits.

• Quality benefits package including health, vision, dental coverage, tax preparation, and more.
• Unlimited vacation
• Monthly wellness allotment
• Professional development for conferences, memberships, and subscriptions
• All-hands Company meetings