Senior Technical Support Engineer - APAC Malaysia

About Worldsensing:

Founded in 2008, Worldsensing works with more than 200 engineering service providers worldwide to help them improve geotechnical, geospatial and structural monitoring in mining, construction, rail and critical infrastructure management.

With over 1,000 networks deployed worldwide and connecting over 65,000 sensors to the Internet of Things, our Loadsensing product is the leader in the IoT remote monitoring space.

The Loadsensing monitoring solution includes best-in-class edge devices, LoRa-based wireless connectivity and a cloud-based connectivity management platform. We also join forces with key industry players to offer software applications and solutions which engineering service providers use to add value to end customers.

We have an exciting opportunity for an ambitious and enthusiastic Technical Support Engineer to join our organization in the Asian Customer Success Team.

The Mission:

Support and become the technical point of contact with our customers and partners to resolve issues, providing best-in-class customer support and training. 

Responsibilities:

• Providing first-line technical support (through the support platform and remote connection if required).
• Provide support by troubleshooting problems and diagnosing and solving hardware or software faults, including procedural documentation and relevant reports if required.
• Working continuously on a task until completion including escalations and development requests.
• Responding within agreed time limits to call-outs.
• Prioritizing and managing many open cases at one time.
• Open, manage, and follow up until the closure of the RMA process (return merchandise authorization) of damaged material.
• Constantly improve your performance, meeting the goals assigned by the company and the manager of the department.
• Guide customers through the CMT Cloud deployment and configuration process.
• Onboarding and training partners and customers when required.
• Keep updated on Worldsensing products and solutions. 
• Coordinate the technical services purchased by the customer.
• Provide technical guidance to sales teams and customers as technical presales point of contact (eg, 3rd party software integrations).
• Taking part in new developments and helping the Product team when required.
• Collaborate with other departments (R&D, Product, Sales, Customer Operations…) on existing and new process deployment when required.

Requirements:

• 10+ years of work experience in technical field support roles that require frequent interaction with customers, with products that include hardware, software, and networking.
• Knowledge of computer networking.
• Knowledge of server administration and Linux / Windows.
• Practical knowledge of web-based APIs and front-end web-based technologies (HTML, CSS, Javascript, ...).
• Knowledge of script programming.
• A technical degree preferably in Computer Science, Telecom, or Electronics is a plus.
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
• The ability to work well in a team.
• Problem-solving skills.
• A strong customer focus.
• The ability to prioritize your workload.
• Attention to detail.
• Strong language skills in English
• Experience in similar positions will be considered.
• Willingness to travel.

Competencies:

• Teamwork and cooperation.
• Customer orientation.
• Learning and use of knowledge.

Benefits:

• Competitive salary and benefits package
• Opportunity for professional growth and development

• Great work environment: we are a passionate, tight-knit team hailing from 20+ countries
• We are a family-friendly company and support a healthy work-life balance, we’re outcome oriented
• Work-from-home policy (flexibility)
• We like grabbing lunch or a drink together, and coming together for fun events organized by Worldsensing
• We love to learn and we love to share so you will actively participate in our knowledge sharing initiatives or transversal committees (communities, show and tell, etc.)
• Opportunity to work for a global IoT player which has been labeled as one of the organizations actively shaping and pioneering the Industrial Internet

*Hybrid working environment

At Worldsensing, we’re committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.