Remote FST Tech: Fire Safety Troubleshooter & Support Pro

Whisker Labs, Inc.; United States; Remote; USD 50,000 - 54,000; Full time

Benefits offered by this job

Competitive salary + equity

Health, dental, and vision insurance

401(k) with match

Job summary

Ting Labs is seeking a remote FST Technician to blend hands-on technical troubleshooting with customer service for fire safety solutions. You will engage with customers, guide them through troubleshooting steps, and collaborate with engineers to resolve hazards.

The role requires strong communication skills, a methodical approach, and flexibility to work nights, weekends, and holidays, with occasional travel for training and team meetings.

Qualifications

• Minimum of 2 years' experience in technical support or customer service.
• Education and/or experience in technical troubleshooting, electrical systems or fire safety is an advantage.
• Excellent communication and interpersonal skills, with the ability to articulate complex information clearly.

Responsibilities

• Respond to Customer Inquiries After Ting Fire Hazard Cases are Initiated using calls, text and email.
• Engage with customers and follow up to gather information for troubleshooting and resolution.
• Perform Tier 1 troubleshooting with customers and document case progress and outcomes.
• Escalate Tier 2+ cases to FST Engineers as needed for deeper troubleshooting.
• Work remotely with a flexible schedule, including nights, weekends, and holidays, and travel for training and meetings.
• Collaborate with customers, FST Engineers, and Ting Labs team to ensure smooth service delivery.
• Develop notes and documentation to support ongoing cases and future training.
• Support continuous improvement by creating and maintaining internal processes and troubleshooting guides.

Skills

Technical troubleshooting

Customer service

Electrical systems

Fire safety

Job description

Ting Labs is seeking a remote FST Technician to blend hands-on technical troubleshooting with customer service for fire safety solutions. You will engage with customers, guide them through troubleshooting steps, and collaborate with engineers to resolve hazards.

The role requires strong communication skills, a methodical approach, and flexibility to work nights, weekends, and holidays, with occasional travel for training and team meetings.