Customer Success Engineer

LORIOT; Comunidad Valenciana; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Remote-friendly with weekly office day

Flat hierarchy

Flexible compensation and benefits

Autonomy and personal initiative

Global, international team environment

Job summary

LORIOT is seeking a Customer Success Engineer to provide technical assistance and support to customers using our IoT LPWAN platform and Network Management System (NMS). You will troubleshoot issues and collaborate with sales, engineering, and product teams to ensure timely, accurate resolutions.

You will respond to inquiries, guide customers through technical problems, help document solutions, and stay current with IoT trends.

Qualifications

• Holder of at least a bachelor's degree in Computer Science or related field, or equivalent experience.
• Solid bases on network protocols (OSI model, RSA, VPN configuration).
• Customer success oriented with strong communication skills.
• Systematic and analytical thinking required for troubleshooting.
• 3 to 4 years of experience in a similar role.
• Lean methodology (build - measure - learn) experience.
• Experience with Help Desk platforms and ticketing systems.
• Experience with Grafana or an equivalent solution.
• Experience with wireless systems and LPWAN knowledge.

Responsibilities

• Respond to customer inquiries and technical issues in a timely and professional manner.
• Provide technical guidance and support to customers using our LPWAN platforms.
• Identify, diagnose, and troubleshoot technical issues related to our platform.
• Prioritize and manage several open issues at one time.
• Offer clear, step-by-step technical help in writing and verbally.
• Collaborate with cross-functional teams to resolve complex technical issues.
• Ensure customer satisfaction by following up to confirm resolution.
• Assist in creating technical documentation and user manuals.
• Stay up-to-date with LPWAN and IoT industry trends.

Skills

Customer success oriented

Systematic and analytical thinking

Lean methodology

Help Desk platforms

Ticketing systems

Grafana

Wireless systems

Education

Bachelor's degree in Computer Science or related field

Tools

Grafana

Help Desk platforms

Ticketing systems

Job description

LORIOT is a global scaleup operating in the Internet of Things industry. Our mission is to make IoT accessible to everyone in the world as we believe that technology plays an essential role in making our planet a better place.

Our team is young spirited, energetic, motivated, and we would like to add another like-minded person to it. At LORIOT we promote a culture of talent, which is why we are looking for a professional to join and grow within the company rather than collaborating with agencies or freelancers.

As Customer Success Engineer at LORIOT you will be responsible for providing technical assistance and support to customers using the LORIOT Network Management System (NMS) and related components, troubleshooting technical issues.

You will work closely with other teams, including sales, engineering, and product development, to provide timely and accurate support to customers.

Key Responsibilities:

• Respond to customer inquiries and technical issues in a timely and professional manner.
• Provide technical guidance and support to customers using our LPWAN platforms.
• Identify, diagnose, and troubleshoot technical issues related to our platform.
• Prioritize and manage several open issues at one time.
• Ability to provide step-by-step technical help, both written and verbal.
• Work collaboratively with cross-functional teams to resolve complex technical issues.
• Ensure customer satisfaction by following up with customers to confirm the successful resolution of technical issues.
• Support the creation of technical documentation and user manuals.
• Stay up-to-date with industry trends and emerging technologies related to LPWAN and IoT.
• Work closely with the product and development team to raise missing features, product issues and bugs.
• Participate in improving detailed technical and functional documentation.

Requirements:

• Holder of at least a bachelor's degree in Computer Science or related field, or have an equivalent, demonstrable, relevant work experience.
• Solid bases on network protocols (OSI model, RSA, VPN configuration).
• Customer success oriented.
• Systematic and analytical thinking.
• 3 to 4 years of experience in a similar role.
• Lean methodology (build - measure - learn).
• Experience with Help Desk platforms and Ticketing systems.
• Experience with Grafana or an equivalent solution.
• Experience with wireless systems.

Other Desirable Requirements:

• Highly motivated continuous-learner.
• Interested in the Internet of Things, gadgets, and technology in general.
• Basic knowledge of Sub-GHz radio systems.

What we offer:

• Flexible compensation matching your experience, perks and benefits.
• Flat hierarchy and appreciation of individual work.
• Trust, autonomy, and space for personal initiatives.
• Visibility of your work world-wide.
• Remote work (One mandatory office day per week).
• Working with motivated, passionate people and an international environment.
• Working with exciting, state-of-the-art technology for the Internet of Things.