Job
Description
Experience Required: 2–5 years Work Type: Full-time | Weekend shift rotation required Role Summary We are looking for a proactive and empathetic Solution Analyst with a Degree in Instrumentation, Mechanical, or Electrical Engineering to join our L1 Support team. The ideal candidate will have strong foundational knowledge of IoT and Industry 4.0 technologies, excellent customer-facing communication skills, and a keen problem-solving mindset. This is a critical front-line role responsible for delivering high-quality support to customers, ensuring timely resolution of technical issues, and contributing to a seamless product experience. Key Responsibilities Act as the first point of contact for customer-reported issues via email, phone, or support portals. Diagnose and troubleshoot L1-level technical problems related to IoT devices, sensors, gateways, and platform configurations. Log, categorize, and triage tickets within SLA timelines using ITSM tools (e.g., Jira Service Management). Communicate clearly and empathetically with customers in fluent English—both written and verbal. Escalate complex or unresolved issues to L2/L3 support or engineering teams with detailed context. Coordinate with cross-functional teams (product, engineering, QA) for issue follow-up and feedback. Document solutions and contribute to the knowledge base. Be available for weekend support shifts as part of the team’s rotation plan. Required Skills & Qualifications Bachelor’s degree in Instrumentation, Mechanical, or Electrical Engineering. 2–5 years of experience in customer-facing technical support or field application roles. Solid understanding of IoT architecture, protocols (MQTT, OPC UA, Modbus), and Industry 4.0 concepts. Excellent English communication skills – spoken and written. Strong sense of ownership, common sense, and customer empathy. Proficiency in tools like Jira, Confluence, Excel, and ticketing platforms. Willingness to work on weekends and flexible shifts when needed. Desirable (Nice to Have) Experience working in a smart manufacturing or industrial automation environment. Exposure to edge gateways, cloud platforms (Azure, AWS IoT), or PLC, SCADA systems. Familiarity with SQL, Python scripts, JavaScript. What You’ll Bring A customer-first mindset with attention to detail. Strong communication and interpersonal skills. A curious learner with the ability to work independently and collaboratively. The emotional intelligence to handle tough customer situations calmly and professionally. Show more Show less
