Technical Analyst

Key Responsibilities:

Troubleshooting Support

• Diagnose and resolve customer-reported issues on Dozee devices (sensors, gateways, Android management).
• Perform root cause analysis of hardware, firmware, and network failures, and drive corrective actions.
• Document incidents in JIRA (or equivalent) and maintain clear, actionable knowledge-base articles.
• Monitor network performance, latency, and packet loss; recommend optimizations for reliable uptime.
• Assist in firmware updates, over-the-air (OTA) rollouts, and version management.

Data Analytics & Reporting

• Analyze telemetry and logs to identify patterns and anomalies.
• Generate weekly/monthly reports on device health metrics, uptime statistics, and MTTR (Mean Time To Repair).
• Propose data-driven improvements for predictive maintenance and proactive support.

Cross-Functional Collaboration

• Work closely with Software, Hardware, and QA teams to communicate field feedback and bug trends.
• Participate in sprint planning and technical design reviews to ensure supportability.
• Train Customer Success and field engineers on common quick-fix procedures and best practices.