We are seeking a highly proactive and detail-oriented Tech Support Specialist to ensure the continuous operation of our global sensor fleet. This role is crucial in maintaining a 99.9% device uptime, particularly during non-US business hours and weekends. As a key member of our team, you will monitor device health, perform real-time troubleshooting, and take immediate action to resolve any issues, ensuring uninterrupted service for our customers.
Key Responsibilities
- Monitor Device Fleet. Oversee the operational status of devices, especially during non-US business hours (Europe/UK) and weekends, ensuring all devices remain fully operational.
- Respond to Alerts. Quickly address system down alerts by performing manual reboots when necessary to resolve device health issues.
- Escalate Issues. If manual interventions fail, promptly notify customers and engage the engineering team for further troubleshooting.
- Collaborate for Improvement. Work closely with internal teams to identify and address recurring technical issues, enhancing device uptime.
- Documentation. Maintain thorough and accurate records of incidents, troubleshooting steps, and resolutions for future reference.
- Analyze Patterns. Investigate trends in device issues and collaborate with the engineering team to optimize monitoring and improve system resilience.
- Customer Communication. Ensure timely and professional communication with customers during incidents, keeping them updated on resolution progress.
- Reporting. Support continuous improvement initiatives by providing detailed reports on system uptime, recovery times, and incident trends.
Qualifications
- Experience. Proven experience in technical support, preferably within a SaaS or IoT environment.
- Technical Skills. Strong understanding of monitoring tools and the ability to troubleshoot both hardware and software issues swiftly.
- Problem-Solving. Excellent problem-solving skills with a proactive mindset, capable of performing under pressure.
- Communication. Effective communication skills, able to engage with both technical teams and customers clearly and effectively.
- Preferred Experience. Familiarity with sensor or IoT systems and fleet management tools is a plus.
Nice to Have
- Familiarity with API-Based Systems. Experience with device health monitoring or automated alert systems is highly desirable.
Work Schedule
- Shift Coverage. Focused on UK/Central Europe business hours to ensure consistent monitoring of the global fleet's health.
Join our team and play a vital role in ensuring our sensor fleet operates seamlessly, delivering exceptional service to our customers worldwide.