Technical Support Specialist with English

About Silvair

Silvair is an agile startup developing innovative technologies for the Internet of Things. Being at the forefront of the smart lighting revolution, we provide advanced software solutions for commercial building automation. As a leading contributor to the Bluetooth SIG, we also drove the development of Bluetooth mesh - a new wireless communication standard for the most challenging IoT applications.

Overview

We are looking for a person who will play a cross-functional role, as he or she will have three major types of responsibilities: troubleshooting, resolving technical issues and being our main customer support specialist. If you know your ways around the domain of the Internet of Things and have excellent communication skills, you will be more than satisfied with this important role. This position bears little resemblance to a typical technical support as we are still a startup and R&D team without any excessive policies and processes. You will have an influence on shaping our support division as we will be growing stronger.

Responsibilities

  • to identify and resolve technical issues - working in a lab environment
  • to maintain and continuously improve the process of resolving technical problems
  • to build good customer relations
  • to write product-related documentation
  • to cooperate with product and development teams (engineers, developers, product owners)
  • to propose product improvements to development teams

Essential job requirements

  • 2nd line support experience (e.g. SaaS, mobile applications, embedded software solutions)
  • strong analytical skills - you will be recreating clients’ working environments in order to analyze issues, establish the differences in configuration and test possible solutions
  • excellent verbal and written English - you will communicate technical information and prepare documentation regarding case management, knowledge capturing and training
  • ability to create the so-called “steps to reproduce” in order to understand and solve the client’s problem
  • ability to provide product training and recommend improvements
  • strong teamwork and collaboration skills - our team relies on each engineer to communicate and collaborate

Nice to have

  • ITIL foundation
  • basic AWS knowledge
  • experience in the IoT domain
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