As an Enterprise Support Engineer, you will be assigned to work closely with our Enterprise customers, collaborate with engineering, product and professional services teams on responding, identifying, reproducing and resolving issues. You will actively contribute to our knowledge documentation, training materials, and project manage support requests with our Enterprise customers. As a key member of our customer success team, you will support our customers’ implementations and deliver customer loyalty through expert knowledge and great service. You will become an expert in Particle hardware and software platforms, while evangelizing Particle’s solutions to enable customers overcome challenging IoT problems.
To be successful in the role, you must have the necessary technical knowledge and people skills to work effectively with our customers. You have a growth mindset, a natural curiosity and a bias towards action. You understand the importance of customer metrics, you are self directed and can be depended on to deliver the highest quality of work and customer satisfaction.
WHAT YOU’LL DO:
Support a global customer base via the community, email or ticketing systems
Demonstrate ownership, follow-through with customers and drive issues to resolution
Reproduce customer issues and test new product functionality
Partner with customers to achieve their desired goals by illustrating best practices
Actively collaborate with CSMs on driving customer net retention and loyalty
Adhere to contractual SLAs for responsiveness
Update and extend documentation
Be on-call rotation for customers and our product team
Enhance our offering by working with product and engineering to identify bugs and participate in developing workarounds prior to formal releases from the engineering team
Communicate recurring issues, challenges, and roadblocks with fellow team members and products
WHAT YOU'LL BRING TO THE TEAM:
3-5 years experience in a customer-facing technical support position
2-3 years experience working with engineering on resolution of issues
Minimum 3 years experience using Zendesk or equivalent issue management system
2 years experience contributing to knowledge base content
Git or other version control systems experience
Excellent English written and verbal communication skills
Strong empathy for people facing technical challenges
Knowledge in embedded development and troubleshooting
Experienced with microcontroller based applications and wireless technologies
Awareness of at least one scripting language (Node.js, Ruby/Rails, Python, Bash, etc.)
IoT experience, working with APIs and software development is a plus
Professional, personable, conscientious
Troubleshooting different communication protocols (TCP, UDP), WebSockets, REST APIs
Experience with mobile networking technologies (2G,3G,LTE, CAT M1, NB-IoT)
Graduated with a technical degree
We are inspired by our mission of enabling the next technological revolution, and by the incredible products that people build on our platform. We also support our Particle family and community by embracing our core values of caring, curiosity, openness, joy, and trust.
Everyone is welcome at Particle. We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.