Senior IoT Support Engineer

Simetric; Alpharetta (GA); Híbrido; USD 70.000 - 100.000; Jornada completa

Descripción de la vacante

Simetric is seeking a Sr. Technical Support Specialist to own the customer ticket queue and resolve Tier 1 and Tier 2 issues across its IoT lifecycle management platform.

You will collaborate with Customer Success, Engineering, Product, and Operations to meet response and resolution SLAs while building scalable documentation. The role emphasizes clear customer communication, ownership, and delivering data-driven support.

Formación

• 5+ years in technical or customer-focused support roles.
• Ability to troubleshoot Tier 1 and Tier 2 issues independently.
• Strong written and verbal communication with customers.
• Excellent time management and queue prioritization.
• Detail-oriented with thorough follow-through.
• Experience using ticketing systems like HubSpot, Zendesk, Jira, or Salesforce Service Cloud.
• Bachelor's degree or equivalent practical experience.
• Ability to work from Alpharetta, GA office three days per week.

Responsabilidades

• Own the customer ticket queue end to end, triage and prioritize.
• Perform Tier 1 and Tier 2 troubleshooting across the SaaS platform.
• Investigate platform, connectivity, provisioning, and billing issues using logs and dashboards.
• Document root cause and resolutions for knowledge sharing.
• Escalate to Engineering when Tier 3 is needed and track SLAs.
• Communicate clearly with customers via written and live calls.
• Create customer-facing documentation and help content.
• Collaborate with Success, Engineering, Product, and Operations.

Conocimientos

Technical support

Customer communication

Troubleshooting Tier 1/2

Ticket management

Time management

Educación

Bachelor's degree or equivalent

Herramientas

HubSpot

Zendesk

Jira

Salesforce Service Cloud

Descripción del empleo

Simetric is seeking a Sr. Technical Support Specialist to own the customer ticket queue and resolve Tier 1 and Tier 2 issues across its IoT lifecycle management platform.

You will collaborate with Customer Success, Engineering, Product, and Operations to meet response and resolution SLAs while building scalable documentation. The role emphasizes clear customer communication, ownership, and delivering data-driven support.