Technical Support Specialist Software Hardware
Technical Support Specialist Software Hardware
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Salary Not Disclosed
1 Vacancy
Job Description
We are looking for a proactive Technical Support Specialist to provide best-in-class technical assistance to our customers. You ll play a crucial role in supporting users troubleshooting integrations with smart devices resolving backend issues using SQL and collaborating across teams to improve product experience.
Responsibilities
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Provide Tier 1 and Tier 2 technical support via email chat and video calls.
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Troubleshoot issues related to smart lock devices PMS integrations APIs and dashboards.
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Perform database queries using SQL to investigate and resolve customer issues.
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Collaborate with engineering and product teams to escalate and resolve complex problems.
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Maintain detailed documentation and support articles for internal and customer use.
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Monitor system performance issues and report trends to improve product stability.
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Assist with onboarding and training for new users as needed.
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Ensure adherence to KPIs related to ticket resolution customer satisfaction and quality assurance.
Requirements
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2 years of experience in SaaS technical support or related roles.
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Strong understanding of APIs webhooks and SaaS architectures.
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Proficiency in SQL ability to write and interpret queries to analyze user and device data.
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Familiarity with smart device ecosystems (e.g. smart locks thermostats leak sensors).
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Excellent communication skills with a customer-first mindset.
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Experience using tools like Zendesk Intercom or Freshdesk.
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Ability to work cross-functionally with engineering QA and product teams.
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Self-starter with strong time management in remote environments.
Nice to Have
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Experience in the hospitality tech space (e.g. STRs hotels PMS software).
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Exposure to scripting languages (e.g. Python JavaScript) for debugging or automation.
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Understanding of IoT protocols (Z-Wave Zigbee WiFi) is a plus.
Employment Type
Remote
Company Industry
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
