IoT Support Engineer This role demands a proactive approach to maintaining our high standards of data accuracy and reliability as well as outstanding attention to the customer experience. In this position, you will be responsible for troubleshooting and resolving hardware-related issues efficiently. Your expertise in hardware troubleshooting and network programming will ensure seamless server communication and functionality of our deployed IoT electrical, gas, and water meters, sensors, and networking devices. "> - Close out hardware-related maintenance tickets using a ticketing software solution (e.g., Zendesk or Zoho Desk) - Identify, troubleshoot, and resolve hardware issues flagged by our software or reported by customers and key stakeholders - Maintain accurate documentation for ticket resolution, including steps taken and outcomes - Diagnose hardware issues using various communication channels such as phone, text, and email - Report maintenance issues to internal teams with clear documentation and recommendations for action - Provide clear and timely updates to customers - property managers, building engineers, and internal stakeholders - Utilize standard operating procedures (SOPs) to troubleshoot and, if necessary, coordinate replacement and commissioning of equipment Customer Communication Build relationships with property managers and building engineers to ensure effective communication, issue resolution, and strengthening relationships. Collaborate with the Customer Success team to identify the correct client contacts when needed. Provide exceptional customer service, even in challenging situations with frustrated customers with a goal of driving to a quick resolution that exceeds expectations and strengthens relationships. Process Documentation and Optimization Develop and maintain a maintenance handbook covering troubleshooting guides and replacement procedures for equipment. Analyze recurring hardware issues to identify trends and recommend process improvements. Document the most common issues with equipment, including their monitoring, correction, and preventative maintenance strategies that improve customer experience. Analyze existing workflows and processes to identify inefficiencies and propose innovative solutions to optimize operations. Develop and implement strategies to improve troubleshooting methods and streamline response times. Leverage prior experience to introduce best practices and new tools that enhance the functionality of hardware support and ticketing systems. Collaborate with internal teams to refine SOPs, making them more effective and easier to follow for long-term use. Stay informed on industry trends and technologies to proactively suggest improvements to hardware systems and processes. Act as a thought leader by presenting ideas that challenge the status quo and elevate the team's capabilities. Conduct post-resolution analysis to identify recurring issues and drive initiatives to reduce their frequency or eliminate them entirely Reporting and Metrics Track and analyze key performance indicators (KPIs) such as: tickets resolved per week, efficiency improvements in response time, average time to resolve tickets, etc… Monitor and communicate the impact of maintenance on labor and equipment costs Collaboration with Internal Teams Work closely with onsite, finance, and engineering teams to align on operational costs and budget impacts Qualifications And Attributes Excellent English verbal and written communication skills to effectively liaise with clients and internal teams. Ability to build rapport with customer contacts, maintain relationships over time, and handle challenging situations with professionalism. Customer-centric approach with a focus on delivering high-quality support. Bachelor's degree in Electrical Engineering or a related field. More than 2 years experience working with IoT or connected devices and solving hardware problems. Proven ability to troubleshoot and resolve hardware-related issues effectively. Experience in fieldwork and an understanding of metering infrastructure are desirable. Strong background in utility metering systems (electric, water, gas) is highly preferred. Experience working with ticketing systems (e.g., Zendesk, Zoho Desk) and managing maintenance workflows. Strong project management and organizational skills, with a detail-oriented mindset. Data-driven mindset with a focus on analyzing and improving processes. Ability to effectively juggle multiple competing priorities. A natural commitment to continuous learning and improvement