Partner and Customer Support Engineer
Looking to work on the new new thing? Come join Aetheros, we are an established innovative company that specializes in massive machine-type communications. We are looking for talented customer support engineers to work on AOS, our open distributed operating system software based on Linux, designed to provide secure and scalable edge computing and the internetworking of machines.
The successful candidate must have the ability to work independently and within small project teams in an energetic and fast-paced environment. As an integral member of our Customer Success team, your role will be dynamic. You will become proficient in the use of our products and be responsible for providing effective level 1 and level 2 support services to our customers. This position will require close collaboration with our product and engineering teams internally, as well as with our global partners. This position reports directly to our Director of Quality Assurance and Customer Success.
Job Responsibilities Include:
- · Fielding, triaging, and responding to inbound product and support inquiries from our customers
- Gathering and diagnosing trouble ticket information and assisting with remote investigations
- Resolving or escalating trouble tickets to our product teams
- Maintaining ticket resolution communications with our customers to maximize satisfaction
- Assisting our QA team in the lab testing of our patch, minor, and major software versions releases
- Participate in authoring product support knowledge base articles and other product documentation
- Assisting with lab test equipment setup and general lab activities as needed
- Participating in daily scrum meetings and interfacing with team members internally as needed
Required Education and Experience:
- Bachelor’s degree in Computer Science or Electrical Engineering
- 1-2+ years of experience in Customer Support and/or Product QA (desired)
- Utility and/or Cellular Telecommunications Industry experience is highly desirable
- Excellent communication, writing, organization, and people interactions
Required Knowledge and Skills:
- Proficient in Linux
- Proficient in IP networking protocols
- SQL
- Microsoft Office suite
- Atlassian software (Jira, Confluence)
- ZenDesk Support software
- Basic programming/scripting skills (C++/Python)
- Strong technical diagnostic skills and the ability to think analytically
- Ability to communicate effectively across diverse stakeholder groups
- Self-directed, highly motivated, and able to exercise independent judgment
- Ability to balance and drive multiple simultaneous issues and projects to success
- Exceptional initiative, desire to learn new concepts, and excel in daily activities
- Automated Test Management Software (plus)
- Understanding of basic electrical safety protocols (plus)
- WiFi, WiSUN, and LTE wireless networking technologies (plus)
Job Type: Full-time
Pay: $75,000.00 - $110,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Vision insurance
Experience level:
Schedule:
Education:
Experience:
- Product Support Engineer: 2 years (Preferred)
Work Location: In person