Support Engineer

About us:

Butlr is on a mission to make the built environment people-aware. Think about it: we live and work in houses and buildings that aren't really aware of their inhabitants. As a result, we heat and cool spaces when no one is in them, clean areas that haven't been used, and lease office space that are never really occupied.

About the position:

As a Support Engineer, you will be a part of the Technical Customer Operations team, serving as a vital technical resource to support and collaborate with the Customer Success team. Your primary responsibility will be to provide technical assistance and issue resolution for tier 1 and tier 2 support cases during the deployment, activation, and monitoring phases of projects. Additionally, you will work closely with Field Application Engineers (FAEs) and the Product Engineering team to enhance the product and ensure customer satisfaction.

Key Responsibilities:

Manage Ticketing and Knowledge Base Systems:

• Monitor and respond to support incoming tickets promptly
• Prioritize and categorize support tickets based on urgency and impact on customers’ operations.
• Ensure all relevant information is accurately documented in the ticketing system for effective tracking and resolution.
• Maintain an up-to-date knowledge base to facilitate quick issue resolution and knowledge sharing.

Support project Deployment, Activation, and Monitoring phases:

• Work collaboratively with Field Application Engineers (FAEs) during project deployments, providing technical support and expertise.
• Assist in ensuring the successful activation of products and services for customers.
• Proactively monitor the performance and functionality of deployed solutions, promptly identifying and resolving potential issues.
• Serve as the primary technical resource for the Customer Success team, resolving tier 1 and tier 2 support issues.
• Analyze and troubleshoot technical problems reported by customers, providing efficient and effective solutions.
• Collaborate closely with the Customer Success team to ensure clear and continuous communication throughout the issue resolution process.

Collaborate with FAEs and Product Engineering Team:

• Collaborate with the Product Engineering team to address reported product issues and contribute to product improvement initiatives.
• Participate in regular meetings with FAEs and Product Engineering to share customer feedback and insights.
• Participate in post-incident reviews and contribute to process improvements to minimize recurring issues.
• Provide valuable insights and feedback from customer interactions to enhance product usability and functionality.
• Stay abreast of industry trends and technologies to continuously improve technical knowledge and support capabilities.

Qualifications and Skills:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent work experience).
• Three (3) years of experience with IoT applications or combined experience with one or more of the following: sensor integration, networking and communication protocols, data analytics and interpretation, cloud computing, embedded systems, security and privacy, hardware design and prototyping, and IoT project management.
• Proven experience in technical support, customer service, or a related role.
• Strong troubleshooting and problem-solving skills.
• Proficiency in using ticketing and knowledge base tools such as ZenDesk and Asana.
• Excellent communication and interpersonal skills.
• Ability to collaborate effectively with the Customer Success team, FAEs, and Product Engineering.
• Familiarity with project deployment and monitoring processes.
• Knowledge of relevant software, hardware, and networking technologies.
• Adaptability and willingness to learn new technologies and processes.

This Support Engineer role is a pivotal position within the Technical Customer Operations team, responsible for providing top-notch technical support to the Customer Success team and ensuring smooth project deployments and customer satisfaction. Your expertise and proactive approach will contribute significantly to the success of the organization and its commitment to continuous improvement and customer-centric service.

Salary: $120,000-150,000 depending on experience

Why working at Butlr is great!

We are building a culture that puts people first! We’re a team of engaging, motivated, and intelligent problem-solvers who are committed to making an impact. We believe in fostering a culture of healthy work-life balance, and we encourage an inviting, collaborative, fun work environment.

Butlr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage and embrace applicants of all backgrounds to apply!

Disclaimers

Butlr provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Butlr will comply with federal and state mandates regarding COVID-19 vaccinations. We will require employees coming on-site to be vaccinated or in compliance with weekly testing requirements.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.