Technical Support Engineer

1 month ago

Blacksburg, Virginia, United States Dwelo Full time

About Dwelo:

Dwelo is changing the way people live and work in apartments. We are building a reliable and secure smart device management platform for rental housing. Dwelo's platform enables apartment residents to live in a smart home and owners and managers to improve the operational efficiency of their properties. Residents in Dwelo communities can control their locks, lights, thermostats, and more from their Dwelo mobile and voice apps, while managers use Dwelo's web portal to reduce property-wide energy use, streamline access for staff, and limit the risk of leaks and extreme temperature events. Our commitment to customer success has helped us grow more than 6x the last three years, and we have raised $25M to achieve our vision. There are more than 250 Dwelo smart communities going live across the country, from Miami to Seattle, representing hundreds of thousands of devices. What we do is new, what we do is hard, and what we do is fun - and we want you to join us.

Dwelo is a young company, but mature in the experience of the team and the phase of the business. Our team members are experts in their respective crafts, knowledgeable about the space, and expect and encourage each other to achieve great results. We welcome folks from all backgrounds and all walks of life, just like our customers. We share a commitment to ownership, inclusivity, a growth mindset, and proactive communication. We challenge each other, learn from one another, and know when to have fun.

About the Role

The TSE/PSE is a high impact, senior level role in the DweloCare department. This role is a key member of the organization and will be the driving force behind cross-functional improvements with both our Operations and Engineering departments. You will work as the liaison between the two departments to discover and solve for system and product defects, and be involved in EFFA (Early Field Failure Analysis) testing to help uphold the world-class customer experience Dwelo provides.

What you'll do

  • Provide Tier 3 support for items that were previously taken to QA/Engineering
  • In conjunction with QA/Engineering, investigate and manage advanced product and technical problems that surface to DweloCare
    • Perform root cause analysis, and pass along well-captured data to QA
    • Identify patterns and trends – collect, organize, and present data to Operations
  • EFFA for new products and releases
    • Periodic travel for on-site testing
  • Work with DweloCare Leadership to resolve complex and complicated customer issues
  • Work with DweloCare Team Manager to create efficient and scalable escalation processes
  • Create and provide ongoing technical training resources to DweloCare Leadership
  • Become a Subject Matter Expert (SME) as needed
  • Projects as assigned by Support Operations Leadership Team

What you'll need to succeed

  • Bachelor's degree (in a technical discipline preferred) or proven related experience
  • Five plus years of experience as a technical support professional in a hi tech or consumer electronics industry
  • Strong understanding of IoT hardware and software
  • Ability to communicate effectively with both customers and Engineering/Operations
    • Translate back and forth between the two
  • Advanced, methodical, and exceptional troubleshooting skills
  • Advanced knowledge of CRM and ticketing tools, specifically Salesforce Service Cloud and JIRA
  • Strong organizational and time management skills
  • Professional written and verbal communication skills
  • Must be able to work in a fast-paced environment with dynamic requirements and
  • priorities
  • Must be able to exercise judgment within defined procedures to determine appropriate action plans and resolutions
  • Attention to detail and committed to managing problems through resolution

Disclaimer

This role expectations document is not an exhaustive list of activities, duties or responsibilities that are required of you and you may be required to perform additional activities, duties or responsibilities. Level reserves the right to change, modify, suspend, interpret, or cancel in whole or in part, any of the role expectations outlined above at any time and without notice. You are reminded that your employment with Level is "at will," meaning that either you or the company may terminate your employment at any time and for any reason, with or without cause. You must be able to perform the essential duties and responsibilities of the role satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential duties and responsibilities of their job, absent undue hardship.

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