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Company

WINT - Water Intelligence · 1 day ago

Tier 2 Support Engineer

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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AnalyticsArtificial Intelligence (AI)

Hiring Manager

Eran Argaman

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Responsibilities

Address and resolve technical issues of WINT’s products and services escalated from Tier-1 support, employing a deeper level of troubleshooting, analysis, and problem-solving.

Maintain in-depth knowledge of the product or service, including configuration, installation, operation, and troubleshooting.

Document detailed issue resolution steps, contribute to the knowledge base, and report bugs or product flaws to the development team.

Provide clear and concise communication to customers, ensuring understanding of issue resolution steps and status updates.

Work closely with Tier-1 support to identify common issues and trends, and with Tier-3 support for issues requiring advanced intervention.

Participate in training and professional development opportunities to enhance technical and customer service skills.

Act as a backup for Tier-1 support staff.

Qualification

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Technical SupportSaaS ExperienceIoT Devices ExperienceSupport Ticketing Systems

Required

Associate degree in Computer Science, Information Technology, or a related field; or equivalent work experience.

2+ years of experience in technical support, with at least 1 year in a Tier-2 support role or similar (experience with SaaS and IoT devices an advantage).

Good analytical and problem-solving skills, with a methodical approach to troubleshooting.

Strong analytical and troubleshooting skills, with the ability to troubleshoot software, hardware, or network issues.

Excellent verbal and written communication skills, with the ability to convey technical information in an understandable way to non-technical users.

Attention to details.

Ability to work effectively both independently and as part of a team.

Preferred

Familiarity with support ticketing systems (JIRA, Salesforce, Zendesk etc.) – advantage.

Company

WINT - Water Intelligence

WINT’s Water Intelligence solutions are trusted by organizations worldwide to save water, reduce consumption, prevent water leaks and make businesses more environmentally responsible.

Founded in 2011

Rosh Ha'ayin, HaMerkaz, ISR

51-200 employees