Customer Success Engineer

Opti, a part of Aliaxis Next, is a leader in IoT cloud-based stormwater management, is seeking a full-time Customer Success Engineer to support a fast-growing company whose products help communities adapt to changing societal and environmental circumstances. Opti offers a hybrid work environment based upon trust and transparency.  Office based activities are guided by 'office with a purpose' centered on teamwork requirements.  At Opti, it's possible to 'design anywhere, build anywhere' given our company lives in the cloud! The Customer Success Engineer position is located in our Boston, MA headquarters.

Overview

At Opti, we are a passionate team of water experts and technologists driven to protect our communities, infrastructure, and the environment from the impacts of stormwater runoff. We believe the stormwater management challenges facing communities today require performance improvements, adaptive capacity, and operational transparency that digital approaches can deliver. Opti is the creator and leading provider of Continuous Monitoring and Adaptive Control (CMAC) solutions. Opti's software products provide solutions to multiple, often competing, stormwater objectives, providing customers with economic savings, resiliency and peace of mind since 2007.

The Customer Success Engineer helps customers adopt and use our software platform, making sure they have the configuration updates they need and providing remote support to  our delivery partners - civil and environmental engineering firms and contractors  - with on-site setup and maintenance.

Job Responsibilities

• Educate customers and improve customer experience, including use of our Web portal, hardware integrations with our Control Panel, and questions about our documentation and process.
• Develop and maintain business relationships with customers and maintenance partners
• Collect customer feedback and close feedback loops.
• Provide remote (phone or video conference) support for on-site hardware implementation, commissioning, onboarding, maintenance, and troubleshooting.
• Triage inbound support requests, solving issues directly and translating customer requests into requirements for escalation.
• Oversee and coordinate O&M managed services contracts
• Learn how we expect every component in our Certified Hardware Program to function, what common failures look like, and how to set it up.
• Research warranty information and support RMA of hardware components including sensors, actuators, valves, pumps, control panels, solar panels, batteries, and antennas.
• Enhance our customers’ site metadata with physical asset information as part of our ongoing initiative to catalog the hardware dependencies of all data we produce.

Assist with setup and troubleshooting of customer integrations with our platform’s public APIs: https://optirtc.com/resources/apis.

Required Qualifications

• BS in Science or Engineering with 1-3 years of working experience or can show relevant experience to meet the requirements of the position 
• Effective communications skills including oral, written, and presentation media. You must be comfortable learning and explaining technical content and understanding common engineering plots such as time-series charts and histograms
• Strong organizational skills and attention to detail
• Ability to provide step-by-step instructions via phone or video conference to field personnel
• Experience reading and interpreting wiring diagrams, ability to troubleshoot electrical components
• Experience in customer facing roles, understanding how to communicate effectively with customers as well as gathering feedback from customers

Preferred Candidate Skills

• A background in water resources, environmental technology and/or software implementation
• Experience supporting operations and maintenance crews
• Experience with field sensors and serial protocols (e.g. Modbus, SDI-12) used in environmental monitoring and experience with electrical diagnostics.
• Experience with IoT or SCADA devices
• Experience with Salesforce CRM
• Experience with basic web programming adequate to be familiar with common HTML and HTTP concepts

Current Benefits Summary

Opti offers competitive compensation and an employee-centered benefits package relative to most start-ups, including:

• Competitive base salary and paid time off
• Bonus opportunity based on individual and company performance against goals
• Medical, Dental, and Vision Insurance
• 401(K) - employee contributions plus a corporate match up to 5% of base compensation
• Flexible spending account
• Dependent spending account
• Short term and long term disability
• Home office reimbursement account
• Pre-tax transit account
• Pre-tax parking account

OptiRTC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Please submit your application below. For more information, please contact [email protected]