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Tier 2 Support Engineer



Customer Service
Austin, TX, USA
Posted on Tuesday, February 13, 2024

WINT Water Intelligence is dedicated to helping businesses reduce their environmental footprint by preventing the hazards, costs, waste and environmental impact associated with water leaks and waste. Utilizing the power of artificial intelligence and IoT technology, WINT provides a solution for commercial facilities, construction sites and industrial manufacturers looking to cut water waste, reduce carbon emissions and eliminate the impact of water-leak disasters. WINT has been recognized by Fast Company and CB Insights as one of the world’s most innovative AI companies and has won multiple awards including “Next Big things in Tech” and Insurance Times’ claims prevention technology award.

Job description

Tier-2 Support Engineer plays a critical role in the customer support hierarchy, acting as the bridge between basic front-line support and more complex technical issue resolution. They handle escalated issues that require more in-depth technical knowledge and troubleshooting skills. Below is a role specification tailored for a Tier-2 Support Engineer position, which can be customized to meet the specific needs of your organization:

Key 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, including providing remote technical support.
      • 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.

      Required Skills and Experience

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