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Tech Support Specialist
2 months ago
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 99.9% device uptime, especially during non-US business hours and weekends. You will monitor device health, perform real-time troubleshooting, and take immediate action to resolve any issues that arise, ensuring uninterrupted service for our customers.
Key Responsibilities:
- Monitor the fleet of devices, focusing on non-US business hours (Europe/UK business hours) and weekends (occasional), to ensure all devices remain operational.
- Respond promptly to system down alerts, performing immediate manual reboots when necessary to resolve device health issues.
- If manual rebooting cannot resolve the issue, escalate by notifying customers and engaging with the engineering team for further troubleshooting.
- Collaborate with internal teams to improve device uptime by identifying and addressing recurring technical issues. Tech Support Specialist (Hardware) 2
- Maintain thorough and accurate documentation of incidents, troubleshooting steps, and resolutions.
- Analyze patterns in device issues and work proactively with the engineering team to optimize monitoring and improve system resilience.
- Ensure timely and professional communication with customers during incidents, keeping them informed of issue resolution progress.
- To support continuous improvement initiatives, provide detailed reporting on system uptime, recovery times, and incident trends.
Qualifications:
- Proven experience in technical support, preferably in a SaaS or IoT environment.
- Strong understanding of monitoring tools and the ability to quickly troubleshoot hardware and software issues.
- Excellent problem-solving skills with a proactive mindset and the ability to perform under pressure.
- Effective communication skills, capable of working with both technical teams and customers.
- Experience with sensor or IoT systems and fleet management tools is a plus.
Nice to have
- Familiarity with API-based systems, device health monitoring, or automated alert systems is highly desirable.
Work Schedule:
- Shift coverage focused on UK/Central Europe business hours to ensure global fleet health is consistently monitored.
