Mexico onlyThe Role:
We are looking for a highly skilled Technical Support Engineer to join our team. This role is a hybrid position in the sense that it combines customer support, technical support, and IT responsibilities to help customers troubleshoot issues related to our data loggers, software platform and services.
The support team is at the heart of the company, required to thoroughly understand our products, the development pipeline and the customer’s needs. The support team is central to us, required to have a deep understanding of our products, the development pipeline, and customer needs.
The ideal candidate has strong technical expertise, problem-solving skills, and excellent communication abilities to provide efficient, customer-focused support.
Responsibilities:
- Provide technical support to customers, troubleshooting hardware, software, and connectivity issues
- Guide customers through software setup, API integrations, and system optimizations
- Apply problem solving and out-of-the-box thinking to diagnose and resolve technical problems related to data loggers, sensors, and cloud-based platforms
- Document technical issues, solutions, best practices, FAQs and troubleshooting guides for both internal and customer use
- Collaborate with R&D, Sales, and Production teams to escalate and resolve complex challenges
- Provide training and guidance to customers on best practices for using our solutions
- Continuously improve support processes and contribute to knowledge base development
Requirements:
- Proven experience in technical support, customer support, or IT helpdesk roles
- Excellent English communication skills (written and verbal) with a customer-first attitude
- Technical/Educational background: degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent practical experience
- Ability to clearly explain technical concepts to non-technical users
- Strong SQL knowledge for troubleshooting and querying databases
- Ability to diagnose and resolve complex technical issues efficiently
- Familiarity with UNIX/Linux systems - a plus
- A Problem-solving mindset with ability to think outside the box
- Experience with troubleshooting tools and ticketing systems
- Can-do attitude with the ability to work independently and collaboratively in a fast-paced environment
- Additional languages: Spanish, German, French - a plus
