Technical Support Engineer

As a Technical Support Engineer, the candidate will work in a stimulating environment that is collaborations-paced and technically innovative. This role requires external-facing client communication, so the candidate will have a professional approach and will be comfortable working with customers across the globe and time zones. We require a go-getter proactive personality with exceptional communication skills.

• Provide Technical Support to Enterprise customers via web, email, online sessions, and other channels as required i.e. handling technical customer queries day-to-day.
• Perform problem determination to identify and isolate failure points including hardware, application, customer setup, and/or documentation.
• Take quick ownership of customer issues (as L1 support) and strive to achieve customer satisfaction/resolution quickly.
• Follow standard procedures for escalation of unresolved issues to the appropriate internal teams after accurate analysis and issue re-creation process.
• Research, diagnose, troubleshoot, and identify solutions to resolve non-standard customer issues.
• Funnel product improvement requests to the engineering development pipeline Drive the resolution to customer issues.
• Work with sales to effectively handle pre-sales questions, and as appropriate pass sales leads to the Sales team.
• Champion customer satisfaction.

• Requires 0-1 year of IT and/or technology work experience Or Technical Support work experience (L1/L2)
• Requires excellent communications skills and presentation skills with the ability to communicate effectively at all levels both within and outside the organization.
• Knowledge of communication protocols such as I2C, SPI, CAN, or USB is required.
• Programming/Scripting skills (Eg., C/C++/Python, XML)
• Prefer prior Embedded Technology Experience providing L1/L2 support.
• Good knowledge and hands on experience in PC (Personal Computer) configurations (both Software and Hardware) with methods of Troubleshooting.
• Prefer diverse Operating System experience including Windows, Mac OS X, and Linux OS.
• Bachelor's degree in Computer Science, Electronics Engineering, or a related field.
• Certification in Embedded Systems, Python programming, or IT support may be a plus.

• Require a Bachelor's Degree in Electronics and Communication Engineering (or equivalent)
• Strongly prefer a Masters Degree in Electronics and Communication Engineering (or equivalent)