Customer Support Engineer

Náplň práce, právomoci a zodpovednosti:

On this position you would work closely with our Service Engineers and customers to develop and maintain dashboards and widgets as well as assist the overall Support Team in maintaining an accurate and actionable information model. This role utilizes the Jira Service Management platform and responds to customer requests to ensure the platform is up to date and offering maximum value. This role is the subject matter expert on best practice tools and processes for dashboard/widget development and information model updates. The Customer Support Engineer II is responsible for coordinating ticket deadlines and prioritizing resolutions. This role works closely with fellow Service Team members to continuously refine processes to drive efficiency and improve quality.

- Function as first line of technical support for dashboard and widget troubleshooting for existing clients and internal teams.
- Focus on troubleshooting and improving client’s/internal teams' ability to visualize data in dashboards.
- Assist in coding widgets, deploying new dashboards, optimizing data visualizations, and testing usability of new widgets for clients and internal teams.
- Work with Product and Customer Success Teams to ensure dashboard/widget accuracy and reliability and resolve technical challenges.
- Develop a mastery of client's data model and develop the ability to manipulate large data sets within the data model to deliver outcomes for clients and internal stakeholders.
- Respond to escalated Support Engineer tickets in Jira Workflow within defined response timelines.
- Work with Technical Operations Center team and Analytics team as needed to resolve information model updates per site instructions with keen attention to detail and quality.

Zamestnanecké výhody, benefity:

- paid leave within invoice cooperation

- good amount of remote work.

Informácie o výberovom konaní:
Please send your CV to email stanislav.vrabel@sourcefirstinternaional.com. We have multiple vacancies, not only in Slovakia and Czech, but also at international projects.

Požiadavky na zamestnanca:

- B.S. in Engineering and/or significant HVAC, smart buildings, controls and facilities experience
- 5+ years of experience working in building science, HVAC, mechanical or controls services
- Have ability to read and understand Sequence of Operations documentation to interpret intended HVAC system operations
- Must be able to manage time and communicate quickly when schedule or scope is slipping.
- Is able to effectively communicate technical topics over email and phone
- Highly effective working both independently and with teams
- Has experience with Microsoft products, especially Microsoft Excel and presentation tools like PowerPoint and PowerBI