Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.
Join us on our journey for a better tomorrow.
Your Role
We are looking for a Support Engineer to join our core SMARTLINK IoT team and provide excellent customer service and technical support for our IoT platform, web and mobile applications.
You will be working with two other dedicated Support Engineers and act as a Level 2 responder to customer inquiries. You will also collaborate with the Level 3 Support team and the SMARTLINK Product Manager to ensure the quality and usability of our product.
Main responsibilities
- You will offer 2nd line technical and customer support in solving complex problems with our worldwide customer center's SMARTLINK champions.
- You will continuously help improve the overall product quality through a proactive reporting follow-up. This includes analyzing failure reports and the behavior of our connected equipment. You are a key contributor in the technical committee meetings (TCM) and participate in the product quality meetings (PQM).
- You will play an active role in product development to assure exceptional serviceability by giving key input in the project team meetings (PTM and PCM).
- You will develop and provide technical and marketing training, troubleshooting guidelines, video instructions, following our CTS divisional strategy.
- You will collaborate with all stakeholders (cross-departmental and cross-divisional).
To succeed, you will need
- A bachelor's degree in computer science, engineering, or a related field.
- At least 3 years of experience in customer service or technical support, preferably in the IoT domain.
- A thorough technical understanding of IoT machine connectivity technologies, such as MQTT, REST, OPC UA, etc.
- A basic understanding of SQL commands to query databases that will allow you to troubleshoot issues.
- Strong English verbal and written communication skills, and the ability to explain complex technical concepts in a clear and concise manner.
- An eagerness to help customers, help improve the product, and learn new skills.
We are looking for a customer-centric, down-to-earth and dynamic person, a result-driven, radiant personality who leads by example. Someone who thinks of solutions instead of problems and is excited to take on small and bigger projects together with the global product development team.
Attitude is key! Even if you don't meet all the requirements but are eager to learn, we would love to hear from you!
In return, we offer you
Atlas Copco is a global, industrial company based in Stockholm, Sweden, with almost 40, 000 employees and customers in more than 180 countries. Atlas Copco has been driven by an innovative spirit ever since the start in 1873.
The
Appsand Software Team is a team of highly motivated resources who are responsible for application development, support, and maintenance. The rapid web application developments are aimed at supporting business needs. While you will be part of Local application development team, you will participate in Global Project Developments if required where you will play active role.
City
Pune
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