Customer Success - Tier 3

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 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. Advantage : 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