Hybrid Product Support Specialist II (Mishawaka, IN - Hybrid) en Digi International
Digi International · Mishawaka, Estados Unidos De América · Hybrid
- Junior
- Oficina en Mishawaka
Join a high-performing, tight-knit team at a fast-growing company that is using the Internet of Things (IOT) to transform how organizations sense, monitor, and make decisions. Founded out of MIT in 2005, Smart Sense is trusted by more than 2,000 organizations, including Walmart, SpaceX, Apple, CVS Health, Coca-Cola, and the US State Department to help them make sensor-driven decisions. We have a solution that our customers rely on every day to make mission critical decisions; we are looking for team-oriented change agents to help shape the future of IOT.
What We Offer
- A fun, fast paced team that turns data into valuable information
- Opportunity to work with market leaders in the healthcare/pharmacy, food service and transportation industries
What You Will Do
We are seeking a detail-oriented and technically skilled Tier 2 Product Support Specialist to join out team. In this role, you will serve as a bridge between frontline support teams and engineering by owning the triage, grooming, and prioritization process for reported software and hardware issues. You will be responsible for analyzing bug reports in JIRA, ensuring tickets are well- documented, reproducible, and accurately categorized for prioritization by engineering team.
You will help support our customers with their SmartSense by Digi Software and Hardware. This is done through troubleshooting and educating them on how best to leverage our products. You will be working with some of the market leaders in the healthcare/pharmacy, food service and transportation industries and must have a willingness to learn and excel in utilizing our Customer Relationship Management (CRM) system. In utilizing our CRM, you will work daily support tickets and provide accurate documentation for our customers. The day-to-day activities of a Tier 2 Product Support Specialist will require attention to detail, speed, and effective communication skills.
- Work through customer’s problem, questions, bugs etc. via email and phone to resolution while maintaining SLA’s and KPIs
- Learn industry standards and terminology including CDC guidelines and HACCP compliance
- Be proficient in tools such as JIRA and NetSuite
- Manage customer escalations by leveraging expertise in industry knowledge
- Serve as subject matter expert on known product bugs and limitations, assisting in internal teams in issue escalation and root cause of understanding
- Work cross functionally with product, QA, and customer success teams to communicate known issues and work-around recommendations
Who You Are and What You Bring
- Passion for working with customers and providing outstanding experiences
- Strong multitasking and organizational skills in a face paced environment
- Strong and effective communication skills
- Comfort with reading technical logs and reproducing bugs in various environments
Desired But Not Required
- 2+ years of experience working in technical/product support or advanced technical/product support
- Previous experience in working with CRM software tools
- Previous experience in working with JIRA
*Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.
Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.
The anticipated base pay range for this position is $21.15/hr – $30.05/hr. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.
At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.
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