Technical Support Engineer

Smartthings Minneapolis , MN 55415

Posted 3 months ago

Did your things make you go "wow" today? At SmartThings, we are dedicated to making every home a Smart Home - and as the IoT platform of Samsung, with millions of users and connected devices, we are well on our way. We strive to create an easy-to-use, secure, and above all intelligent IoT solution for the home that delights our customers. Our fun, intelligent, and creative teams need your help to make our things a little more connected, and a lot smarter.

The Customer Engineering team is the global center of excellence for partners and end-user service teams around the world. They guide partners and agents, document and track issues, and describe the details of a technical decision. Technical Support Engineers display superb troubleshooting skills and a strong desire to help others.

A successful candidate will have expert knowledge in the expected performance and troubleshooting steps for SmartThings devices and partner products, differences between Hub technologies, clients, regions, and other nuances of the platform. Technical Support Engineers must understand the needs and launch scopes of the regional subsidiaries and partners and provide the necessary resources to ensure a successful rollout.

Responsibilities

  • Serve as the primary technical support liaison for key industry partners

  • Engage with B2B VIP customers around the world using email, phone, social media, and community forums

  • Dive into complicated IoT technical issues using of various tools such as Sumo Logic, JIRA, GitHub, and more.

  • Maintain a clear understanding of customer concerns and how users interact with our products

  • Serve as voice of customer with reporting to leadership, product, and engineering stakeholders

  • Work with various teams to ensure consistent content and copy/language use across all channels

Requirements

  • At least 2-3 years working on IoT technologies in a professional work environment

  • Flexibility to support global VIP partners across time zones

  • Superior verbal and written communication, including experience with public presentations

Desired

  • Experience with end-user customer service

  • Strong technical acumen with SmartThings and IoT technology, including LAN, Zigbee, and Z-Wave protocols, embedded software and hardware

Take your career to the next level at SmartThings ....... APPLY TODAY!


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Technical Support Engineer

Smartthings