Technical Support Specialist

About BiltOn:

BiltOn is an advanced, cloud-based platform designed to allow construction companies to easily and efficiently supervise and coordinate workflows and worker safety on construction sites. Over the years, BiltOn has rapidly grown into a comprehensive platform with innovative tools and features that enable construction managers to streamline their work processes.

With a strong customer base that includes many large companies in Israel and the United States, we are committed to providing cutting-edge solutions to meet the evolving needs of the construction industry.

About the Role:

We are seeking a talented and motivated Technical Support Engineer to join our growing team. This role is ideal for individuals passionate about providing exceptional technical support, solving complex problems, and contributing to the success of our customers. The primary focus is on resolving customer software (SW) issues, with secondary responsibilities in supporting and managing the Access Control hardware (HW) solution.

Key Responsibilities:

Customer Software Technical Support

• Act as a Tier 2 escalation point for resolving software issues.
• Communicate directly with customers to understand, analyze, and resolve technical challenges.
• Diagnose and troubleshoot complex problems, coordinating with R&D teams for advanced solutions.
• Document issues, troubleshooting steps, and resolutions using CRM systems like Salesforce and Jira.

Escalation Management

• Manage escalations from Tier 1 support or directly from customers, ensuring timely resolution.
• Prioritize and escalate critical issues internally while keeping customers informed of progress.
• Serve as the liaison between customers and internal teams to ensure smooth issue resolution.

Hardware Solution Support

• Provide technical support for the Access Control system, including hardware and integrated systems.
• Monitor system performance and proactively address potential issues to ensure reliability.
• Support deployment, installation, and configuration of Access Control hardware and software as required.
• Collaborate with suppliers and subcontractors for hardware maintenance and field operations.
• Maintain inventory records and ensure availability of necessary components.

CRM and Systems Utilization

• CRM tools like Salesforce are used to track and manage customer communications and issue resolution.
• Document technical issues, resolutions, and ongoing communications with both customers and internal teams using Jira and other platforms.
• Leverage system analytics to identify trends and suggest improvements.

Team Collaboration

• Participate in support shifts to ensure seamless team operations.
• Contribute to process improvement initiatives and knowledge sharing.

Qualifications:

• Bachelor’s degree in Computer Science or Industrial and Management Engineering or a related field.
• 1-2 years of experience in software technical support or quality assurance (QA).
• Familiarity with access control systems or hardware components is an advantage.
• Strong diagnostic and troubleshooting abilities for software issues.
• Excellent communication skills, with the ability to convey technical information clearly to non-technical audiences.
• Proven ability to manage escalations effectively and professionally.
• Experience with CRM and issue-tracking systems like Salesforce and Jira.
• Exceptional problem-solving skills and a proactive approach to customer satisfaction.
• Ability to multitask and manage priorities in a dynamic environment.
• Good communication skills in English - Must