Technical Support & Customer Success Engineer

About Panoramic Power

Global technology company pioneering smart energy solutions through cutting-edge IoT devices, cloud analytics, and optimization algorithms. Our platform helps business customers reduce energy costs while contributing to a greener energy grid.

The Role

• Provide technical support to customers via Zendesk ticketing system
• Troubleshoot platform issues including IoT devices, connectivity, and data visualization
• Collaborate with DevOps and development teams on customer escalations
• Document customer issues and contribute to knowledge base
• Assist with RMA process for hardware issues and coordinate with partners
• Drive customer success through proactive communication and issue resolution
• Analyze platform logs and data to identify root causes

Required Qualifications

• 2+ years in technical support or customer success
• Strong technical troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• Experience with ticketing systems (Zendesk preferred)
• Customer-focused mindset with ability to explain technical concepts clearly
• Ability to work independently and prioritize multiple issues
• Team player with collaborative approach
• Travel is required occasionally

Preferred Qualifications

• Technical background in electricity, engineering, IoT devices, networking, or embedded systems
• Experience with AWS cloud platforms and SaaS troubleshooting
• Knowledge of networking protocols (TCP/IP, WiFi, cellular connectivity)
• SQL querying experience for data analysis
• Familiarity with log analysis tools (Coralogix or similar)
• Understanding of energy management systems or industrial IoT
• Experience managing partner relationships and indirect support channels
• BSc in relevant technical field

Technology Environment

Support Tools: Zendesk, Slack, Intercom

Platform: AWS-based SaaS, React web application, React Native mobile apps

IoT Devices: Energy sensors, wireless bridges (WiFi, cellular, ethernet)

Observability: Coralogix (logs), Grafana (dashboards), PostgreSQL/MySQL