Technical Support Engineer - IoT

Job Summary :

Key Responsibilities :

- Provide timely and effective technical support to customers via phone, email, and chat.

- Troubleshoot and resolve hardware and software issues related to IoT devices and systems.

- Guide customers through diagnostic processes to identify and resolve problems.

2. Product Knowledge :

- Develop and maintain in-depth knowledge of our IoT hardware and software products.

- Stay up to date with industry trends, technological advancements, and product updates.

3. Collaboration :

- Collaborate with cross-functional teams, including engineering, product development, and quality assurance, to address and resolve customer issues.

- Act as a liaison between customers and internal teams to communicate technical information effectively.

4. Documentation :

- Create and update technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.

- Document customer interactions, issues, and resolutions in a comprehensive manner.

5. Quality Assurance :

- Participate in testing and quality assurance processes for new product releases.

- Provide feedback to the development team regarding common customer issues and potential improvements.

6. Training :

- Conduct training sessions for customers and internal staff on the use and troubleshooting of IoT hardware and software.

Qualifications :

- Proven experience in technical support, preferably in the IoT industry.

- Strong understanding of IoT hardware and software architectures.

- Excellent troubleshooting and problem-solving skills.

- Exceptional customer service and communication skills.

- Familiarity with networking concepts and protocols.

- Proficient in using diagnostic tools and software.

Preferred Skills :

- Experience with cloud platforms and services (e.g., AWS, Azure).

- Knowledge of programming languages such as Python, Java, or C++.

- Certifications in relevant technologies (e.g., IoT certifications, networking certifications).

Salary : 10 - 15 LPA