WINT Water Intelligence is dedicated to helping businesses reduce their environmental footprint by preventing the hazards, costs, waste, and environmental impact associated with water leaks and waste. Utilizing the power of artificial intelligence and IoT technology, WINT provides a solution for commercial facilities, construction sites and industrial manufacturers looking to cut water waste, reduce carbon emissions and eliminate the impact of water-leak disasters. WINT has been recognized by Fast Company and CB Insights as one of the world’s most innovative AI companies and has won multiple awards including “Next Big things in Tech” and Insurance Times’ claims prevention technology award.
Job description:
Tier-2 Support Engineer plays a critical role in the customer support hierarchy, acting as the bridge between basic front-line support and more complex technical issue resolution. They handle escalated issues that require more in-depth technical knowledge and troubleshooting skills. Below is a role specification tailored for a Tier-2 Support Engineer position, which can be customized to meet the specific needs of your organization:
Responsibilities:
- Escalated Support: Address and resolve technical issues of WINT’s products and services escalated from Tier-1 support, employing a deeper level of troubleshooting, analysis, and problem-solving.
- Technical expertise: Maintain in-depth knowledge of the product or service, including configuration, installation, operation, and troubleshooting.
- Documentation and Reporting: Document detailed issue resolution steps, contribute to the knowledge base, and report bugs or product flaws to the development team.
- Customer Communication: Provide clear and concise communication to customers, ensuring understanding of issue resolution steps and status updates.
- Collaboration: Work closely with Tier-1 support to identify common issues and trends, and with Tier-3 support for issues requiring advanced intervention.
- Continuous Learning: Participate in training and professional development opportunities to enhance technical and customer service skills.
- Act as a backup for Tier-1 support staff.
Requirements:
- Education: Associate degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
- Experience: 2+ years of experience in technical support, with at least 1 year in a Tier-2 support role or similar (experience with SaaS and IoT devices an advantage).
- Problem-Solving: Good analytical and problem-solving skills, with a methodical approach to troubleshooting.
- Strong analytical and troubleshooting skills, with the ability to troubleshoot software, hardware, or network issues. Familiarity with support ticketing systems (JIRA, Salesforce, Zendesk etc.) – advantage.
- Communication: Excellent verbal and written communication skills, with the ability to convey technical information in an understandable way to non-technical users.
- Attention to details.
- Ability to work effectively both independently and as part of a team.
What We Do
WINT’s Water Intelligence solutions are trusted by organizations worldwide to save water, reduce consumption, prevent water leaks and make businesses more environmentally responsible. With WINT, commercial and industrial facilities, offices, homes and apartments, as well as construction sites are all protected against the destructive damage that water can cause, through leaks, broken pipes or malfunctioning water systems.
WINT customers gain deep insights into their water use to identify water waste and reduce consumption by 25%. With our commercial water leak detection system, our customers are developing more green buildings and retrofitting technology that saves them hundreds of thousands in utility bills and insurance deductibles.
Our water management system uses artificial intelligence and pattern-matching technologies that combine high-accuracy metering with advanced data analytics, saving tens of millions of gallons of water yearly, and preventing countless water damage incidents for organizations all over the world.
When your priorities are sustainable development of green buildings, cutting down on water waste, and saving on utility and insurance costs, there’s just one water management system out there to choose - WINT water intelligence
