Customer Technical Support Engineer

Velit Camping; Washington (District of Columbia); Remote; USD 125,000 - 150,000; Part time

Job summary

Join a forward-thinking company as a Customer Support Engineer, where you will provide essential technical support for innovative off-grid climate control solutions. This part-time remote role offers the opportunity to engage with customers, troubleshoot issues, and collaborate with engineering teams to enhance product offerings. If you have a passion for technology and customer service, and enjoy solving problems in a dynamic environment, this position is perfect for you. Embrace the adventure of working with cutting-edge products designed for the great outdoors and help users achieve the best experience with Velit systems.

Qualifications

• Experience in technical support or customer support roles, preferably in hardware or IoT.
• Strong troubleshooting skills in mechanical and electrical systems.

Responsibilities

• Assist customers with setup and troubleshooting of Velit's products.
• Develop and maintain a comprehensive knowledge base and FAQs.

Skills

Technical Support

Troubleshooting Skills

Customer Support

Communication Skills

Patience

Tools

IoT Connectivity

Off-grid Electrical Systems

Job description

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Job Overview

This is a remote part-time position that requires the candidate to be on-call during business hours and the actual work requires around 10 hours per week.

We’re looking for a Customer Support Engineer who will play a critical role in providing top-tier technical support to our customers and partners. This role requires a deep understanding of our products, troubleshooting skills, and a customer-first approach to ensure users get the best experience with Velit systems. You will work closely with our engineering and product teams to diagnose issues, provide solutions, and contribute to product improvements.

Key Responsibilities

• Assist customers with setup, configuration, and troubleshooting of Velit's air conditioners, heaters, and smart dog crate systems.
• Diagnose hardware issues through email, chat, phone, and video calls.
• Guide customers in resolving common issues such as fuel supply problems, connectivity issues, and system errors.
• Develop and maintain a comprehensive knowledge base, FAQs, and troubleshooting guides.
• Provide clear and professional support to customers, ensuring their issues are resolved efficiently.
• Collect feedback from users and relay insights to the product and engineering teams.

Preferred Qualifications

• Experience in technical support, customer support, or field service roles, preferably in hardware or IoT-based products.
• Strong troubleshooting skills in mechanical and electrical systems.
• Basic knowledge of off-grid electrical systems, fuel-based heaters, and IoT connectivity (Bluetooth, Wi-Fi, cellular).
• Excellent communication skills, with the ability to explain complex concepts in a simple, clear manner.
• Ability to handle customer interactions with patience and professionalism, even in high-stress situations.

About Velit

Velit is a leader in off-grid air conditioning and heating solutions for camper vans, RVs, and overland vehicles. We design and manufacture high-quality, innovative climate control products, including smart portable heaters and cutting-edge air conditioning systems. Our products are built for adventure, ensuring comfort and reliability in the most demanding environments.

Seniority level

Entry level

Employment type

Part-time

Job function

Information Technology

Industries

Motor Vehicle Parts Manufacturing