We’re Hiring
Tier 2 Technical Support Specialist - IoT
About The Position
Join Our Mission at Sensi.AI
At Sensi.AI, we are dedicated to creating a world where every older adult receives the care they truly deserve. Guided by compassion and driven by innovation, we aim to redefine the future of caregiving. If you’re passionate about making a meaningful impact, join us in advancing Sensi.AI’s virtual assessment tool. This cutting-edge technology monitors seniors' health in their homes 24/7, delivering emergency alerts, actionable insights, and predictive analysis to enable proactive and effective care.
Here, you’ll discover exciting opportunities for professional growth, make a direct and meaningful impact on our products and company, and contribute to a mission that truly matters.
About the Role
Do you thrive on solving complex problems and delivering exceptional technical solutions? At Sensi.AI, our Tier 2 Technical Support Specialists are the backbone of our AI-powered care platform’s success. In this role, you’ll take on advanced troubleshooting for networked devices, ensuring smooth operations and unparalleled client satisfaction. Your attention to detail in technical documentation and collaboration with diverse teams will drive operational excellence, leaving a lasting impact on the quality of our product and support processes.
Key Responsibilities
- Provide Tier 2 technical support to our customers and internal teams through multiple channels, including phone, email, and chat.
- Troubleshoot and resolve software, hardware, and network-related escalated issues with a deep understanding of networking protocols and configurations.
- Diagnose and address remote network hardware concerns using command prompt and related tools.
- Create and maintain comprehensive documentation such as user manuals, FAQs, and troubleshooting guides to support internal teams and clients.
- Collaborate with cross-functional teams to solve complex technical issues, offering insights to improve products and processes.
- Identify patterns in reported issues and recommend technical or operational improvements.
- Document all support interactions and resolutions in the ticketing system.
- Stay updated on industry trends and technologies to enhance support capabilities.
Requirements
- Support and Networking Expert: You bring at least 3 years of technical support experience with deep network troubleshooting skills, capable of resolving hardware, software, and network-related issues. You are proficient in using command prompt tools to diagnose and address remote hardware problems, showcasing a solid grasp of networking protocols like TCP/IP, DNS, and VPN configurations. Relevant certifications such as CompTIA Network+, CCNA, etc. are an advantage.
- Knowledge Builder: You specialize in crafting clear and engaging technical documentation, from knowledge base articles to user guides and FAQs. Your ability to communicate complex technical solutions in a digestible manner ensures effective support for internal teams and clients. Empathy and clarity drive your interactions, ensuring exceptional customer experiences.
- Analyst: You actively collaborate with cross-functional teams, identifying patterns in reported issues to propose product or process enhancements. Your analytical skills and attention to detail enable you to track trends, contributing to the overall improvement of Sensi.AI’s support ecosystem.
- Self-Reliant Troubleshooter: You bring a self-motivated, problem-solving mindset, adept at independently managing escalations. Balancing autonomy with teamwork, you consistently deliver timely and effective resolutions in a dynamic environment.
- Flexible Learner: You thrive in a past-paced work environment, seamlessly balancing in-office collaboration with remote customer support. Your commitment to continuous learning ensures you remain ahead in adapting to evolving technologies and industry best practices.
