Support and Customer Success Engineer

Our mission is to give people the power to build ultra-large IoT fleets, sensor networks and meshed information systems around the globe and behind. We're building a different kind of company that connects billions of devices around the world, gives them ways to share data and create a data-driven economy for everyone. Together, we help people build spheres and communities around sensors, networks and other things people want to connect - we're just getting started.

We are looking for smart engineers who want to learn something new every day and work in an Agile team to make it happen. Software Engineering is in our nature, and much more than a job. We wear many hats - while everybody may be specialized, our engineers often work in multiple roles (DevOps!) and use this as an opportunity to broaden their skillset. You always put the team and its goals before individual accomplishments.

Our Support team is made up of product and information experts, always ready to help our customers and partners. They turn questions into answers, and problems into solutions.

Who you are

• You have strong understanding of software development concepts in Angular, Vue.js, Javascript
  
• On-the-job experience troubleshooting enterprise customer issues
  
• Understanding of networking and distributed systems
  
• Knowledge of relational database management systems (RDBMS), SQL and database concepts
  
• Official Kubernetes certification of any kind (can be done in job)
  

What you'll do

• Triage, diagnose, escalate and resolve customer support requests
  
• Provide technical support via infinimesh’s support forum, phone and web cases
  
• Investigate product related issues both for individual customers and for common trends that may arise
  
• Be a liaison between our senior level customer operations engineers and customers
  
• Manage the day to day interactions with our customers
  
• Identify requirements for additional focused services engagements
  
• Direct customer feature requests to product management and infinimesh engineering
  
• Provide customers with upgrade best practices, patches and maintenance
  
• Participate in the queue management and coordination process by owning customer escalations, managing the unassigned queue and assigning cases to Customer Operations Engineers
  
• Be involved and work on other support related activities
  

What you've done

• At least 1-3 years of technical software experience preferred
  
• Linux experience and/or understanding of basic concepts
  
• Go, Rust, C/C++ experience and/or understanding of modern software development concepts preferred
  
• Excellent communication skills (Written and Verbal)
  
• Strong problem-solving and analytical skills
  
• Solid attention to detail
  
• Demonstrable troubleshooting skills
  
• Strong customer service skills and empathy
  
• Must be a proactive self-starter who is ready to learn a lot from a lot of smart people and be humble enough to ask for help, yet independent enough to find existing knowledge too
  
• Fluent written and verbal English, other languages a strong plus