Senior Support Engineer - North America

HiveMQ; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Senior Customer Support Engineer to join their dynamic team. This role is pivotal in ensuring exceptional customer experiences by solving complex technical challenges and supporting key clients using cutting-edge technologies. As a remote-first organization, you will work collaboratively with various teams, contributing to product improvements and customer satisfaction. If you have a passion for technology and a commitment to customer service, this position offers an exciting opportunity to make a significant impact in the IoT space.

Qualifications

• 5+ years of experience in technical support in IT.
• Experience leading communications during customer escalations.

Responsibilities

• Support large customers during escalation processes.
• Provide hands-on support to key customers.

Skills

Technical Support

Problem Solving

Customer Communication

Object Oriented Programming

Network Technologies

Linux Systems

Container Technologies

Cloud Platforms (AWS, Azure, GCP)

Education

Bachelor's Degree in Computer Science or related field

Tools

Docker

Kubernetes

Job description

HiveMQ empowers businesses to transform with the most trusted MQTT platform. Designed to connect, communicate, and control IoT data under real-world stress, the HiveMQ MQTT platform is the proven enterprise standard and powers use cases in automotive, energy, logistics, smart manufacturing, transportation, and more. Leading brands like Audi, BMW, Liberty Global, Mercedes-Benz, Siemens, and ZF choose HiveMQ to build smarter IoT projects, modernize factories, and create better customer experiences.

HiveMQ is a remote-first company headquartered in Landshut, Germany, with a US office. The last time we counted, we spoke 32 languages within our diverse team at HiveMQ. We are looking for innovative, motivated, and passionate individuals to join our rapidly growing company.

HiveMQ’s Vision for this role

As a part of our Support team at HiveMQ in the role of Senior Customer Support Engineer, your primary goal is to independently solve questions and problems for our customers quickly and efficiently in order to ensure a smooth customer experience.

You will…

• Support different, larger customers during escalation processes in a leading role.
• Be actively involved in evaluating and possibly improving existing processes.
• Provide hands-on support to our key-customers in order to help them overcome technical challenges.
• Be directly involved in enabling innovation for companies using cutting-edge technologies.
• Be the first point of contact and process requests from existing and prospective customers through multiple channels.
• Work in close cooperation with our quality assurance, test, and developer teams.
• Proactively improve our products and documentation.
• Independently acquire the technical know-how to understand the typical challenges of our customers step by step and are in constant exchange with the HiveMQ core developer team.
• Occasionally be on-call, in line with our shift work routine
• Stay calm and friendly, even if our customers confront you with an elevated stress level.
• Be dedicated to providing exceptional customer support to HiveMQ customers and are always willing to go the extra mile.
• A passion for identifying and solving complex problems
• A friendly demeanour and you are confident in person and via phone or email
• The ability to adapt to constant development and mastering new technologies
• A self starter attitude and you are able to work independently
• At least 5 years’ experience in technical support in the field of information technology
• Experience in leading communications during a customer escalation
• Basic knowledge of object oriented programming
• Solid understanding of network technologies
• Knowledge of Linux systems
• Experience with container technologies such as Docker and Kubernetes
• Willingness to fully understand all aspects of HiveMQ technology and services
• Willingness to support HiveMQ customers on site or through on-call support (separate compensation)
• Experience with cloud platforms such as AWS, Azure, or GCP

Informations about our job advertisements

Job advertisements of HiveMQ GmbH are always directed at female, male and various applicants, regardless of age, gender, religion, sexual identity, disability, race, ethnic origin, world view, etc. The selection of a candidate is exclusively based on qualifications. For organisational reasons, we cannot return application documents and cannot reimburse any expenses that you incur during the application process.

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