Iot Support Engineer

**Locations**:Colombia only (remote)**:
Come join us at Odisea and work with some of the most exciting start-ups in the US

In this role you will work with a trailblazing company in the realm of smart building technology, specializing in a SaaS-based connected platform that integrates hardware and software solutions to optimize building operations. Renowned for its innovative approach to enhancing the performance and health of building systems, the company leverages cutting-edge IoT technology, data analytics, and real-time insights to revolutionize energy management, operational efficiency, and cost reduction in the commercial and industrial real estate sectors.

**The Role***:
As an IoT Building Systems Engineer, you will play a critical role in maintaining excellent customer satisfaction by ensuring the integrity of data collection by minimizing hardware downtime. Your expertise in hardware troubleshooting and network programming will ensure seamless server communication and functionality of our deployed IoT electrical, gas, and water meters, sensors, and networking devices. This role demands a proactive approach to maintaining our high standards of data accuracy and reliability as well as outstanding attention to the customer experience.

**Responsibilities**:
**Ticket Management and Issue Resolution**: Close out hardware-related maintenance tickets using a ticketing software solution (e.g., Zendesk or Zoho Desk)

- Utilize standard operating procedures (SOPs) to troubleshoot and, if necessary, coordinate replacement and commissioning of equipment

**Customer Communication**: Build relationships with property managers and building engineers to ensure effective communication, issue resolution, and strengthening relationships

Collaborate with the Customer Success team to identify the correct client contacts when needed
- Provide exceptional customer service, even in challenging situations with frustrated customers with a goal of driving to a quick resolution that exceeds expectations and strengthens relationships

**Process Documentation and Optimization**: Develop and maintain a maintenance handbook covering troubleshooting guides and replacement procedures for equipment

Analyze recurring hardware issues to identify trends and recommend process improvementsDocument the most common issues with equipment, including their monitoring, correction, and preventative maintenance strategies that improve customer experienceAnalyze existing workflows and processes to identify inefficiencies and propose innovative solutions to optimize operationsDevelop and implement strategies to improve troubleshooting methods and streamline response times.Leverage prior experience to introduce best practices and new tools that enhance the functionality of hardware support and ticketing systemsCollaborate with internal teams to refine SOPs, making them more effective and easier to follow for long-term useStay informed on industry trends and technologies to proactively suggest improvements to hardware systems and processesAct as a thought leader by presenting ideas that challenge the status quo and elevate the team's capabilities
- Conduct post-resolution analysis to identify recurring issues and drive initiatives to reduce their frequency or eliminate them entirely

**Reporting and Metrics**: Track and analyze key performance indicators (KPIs) such as: tickets resolved per week, efficiency improvements in response time, average time to resolve tickets, etc
- Monitor and communicate the impact of maintenance on labor and equipment costs

**Collaboration with Internal Teams**:

- Work closely with onsite, finance, and engineering teams to align on operational costs and budget impacts

**Qualifications and Attributes**: Excellent English verbal and written communication skills to effectively liaise with clients and internal teams

Ability to build rapport with customer contacts, maintain relationships over time, and handle challenging situations with professionalismCustomer-centric approach with a focus on delivering high-quality supportBachelor's degree in Electrical Engineering or a related fieldMore than 2 years experience working with IoT or connected devices and solving hardware problemsProven ability to troubleshoot and resolve hardware-related issues effectivelyExperience in fieldwork and an understanding of metering infrastructure are desirable.Strong background in utility metering systems (electric, water, gas) is highly preferredExperience working with ticketing systems (e.g., Zendesk, Zoho Desk) and managing maintenance workflowsStrong project management and organizational skills, with a detail-oriented mindsetData-driven mindset with a focus on analyzing and improving processesAbility to effectively juggle multiple competing priorities
- A natural commitment to continuous learning and improvement

**About the Company**:
Odisea fue fundada bajo la creencia de que las empresas increíbles solo pueden ser construidas sob