Worldsensing · 1 day ago
Senior Technical Support Engineer - APAC Malaysia
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expWorldsensing is a global leader in IoT remote monitoring solutions, working with over 200 engineering service providers worldwide. They are seeking a Technical Support Engineer to act as a technical point of contact for customers and partners, providing best-in-class support and training while resolving technical issues.
Cloud ComputingInformation TechnologyInternet of ThingsSmart CitiesSoftwareWireless
Responsibilities
Providing first-line technical support (through the support platform and remote connection if required)
Provide support by troubleshooting problems and diagnosing and solving hardware or software faults, including procedural documentation and relevant reports if required
Working continuously on a task until completion including escalations and development requests
Responding within agreed time limits to call-outs
Prioritizing and managing many open cases at one time
Open, manage, and follow up until the closure of the RMA process (return merchandise authorization) of damaged material
Constantly improve your performance, meeting the goals assigned by the company and the manager of the department
Guide customers through the CMT Cloud deployment and configuration process
Onboarding and training partners and customers when required
Keep updated on Worldsensing products and solutions
Coordinate the technical services purchased by the customer
Provide technical guidance to sales teams and customers as technical presales point of contact (eg, 3rd party software integrations)
Taking part in new developments and helping the Product team when required
Collaborate with other departments (R&D, Product, Sales, Customer Operations…) on existing and new process deployment when required
Qualification
Required
10+ years of work experience in technical field support roles that require frequent interaction with customers, with products that include hardware, software, and networking
Knowledge of computer networking
Knowledge of server administration and Linux / Windows
Practical knowledge of web-based APIs and front-end web-based technologies (HTML, CSS, Javascript, ...)
Knowledge of script programming
A technical degree preferably in Computer Science, Telecom, or Electronics is a plus
Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
The ability to work well in a team
Problem-solving skills
A strong customer focus
The ability to prioritize your workload
Attention to detail
Strong language skills in English
Experience in similar positions will be considered
Willingness to travel
Benefits
Competitive salary and benefits package
Opportunity for professional growth and development
Great work environment: we are a passionate, tight-knit team hailing from 20+ countries
We are a family-friendly company and support a healthy work-life balance, we’re outcome oriented
Work-from-home policy (flexibility)
We like grabbing lunch or a drink together, and coming together for fun events organized by Worldsensing
We love to learn and we love to share so you will actively participate in our knowledge sharing initiatives or transversal committees (communities, show and tell, etc.)
Opportunity to work for a global IoT player which has been labeled as one of the organizations actively shaping and pioneering the Industrial Internet
Hybrid working environment
Company
Worldsensing
Worldsensing is an IoT company specializing in sensing solutions for smart cities and industries with critical assets in remote locations.
51-200 employees
Funding
Current Stage
Late StageTotal Funding
$23.41MKey Investors
European Investment BankEASMEMitsui Global Investment
2023-03-22Series D
2020-12-03Grant· $12.15M
2017-07-11Series B· $9.52M
Leadership Team
Ignasi Vilajosana
CEO
Jordi Llosa
Co-founder and former CTO
Recent News
2025-04-23
Company data provided by crunchbase