Tier 2 Technical Support Specialist - IoT

About The CompanySensi is an industry leading startup that is on a mission to change the way we, as a society, take care of every older adult who needs it. We are leveraging the power of AI and data to ensure safety, dignity, and satisfaction in every caregiver-care recipient interaction. Our product harnesses the power of audio, networking and monitoring to provide 24/7 wellness related insights to care agencies.Why SensiWork with a purpose. Join us in creating an ideal care environment for older adults. Be a part of our founding team; help us make Sensi a new industry standard for the long-term care industry.Job Summary: Tier 2 Technical Support Specialist will provide advanced technical support with a primary focus on deep troubleshooting of remote networked devices, and creating/maintaining detailed technical documentation. The ideal candidate will have outstanding customer experience capabilities, deep technical understanding, excellent problem-solving skills, a customer-focused mindset, ans technical writing.Job Location: This position is hybrid - with a requirement to go into the office in Down town, Austin, TX twice a week, Monday & Thursday.*Relocation is not provided.Key Responsibilities:Provide Tier 2 technical support to Tier 1, clients, and internal teams via phone, email, and chat.Provide advanced troubleshooting and resolution for escalated technical issues, including software, hardware, and network problems.Diagnose and resolve advanced hardware, software, and network related issues; and assist in the diagnosis, configuration, and maintenance of networking equipment.Create and maintain detailed written documentation, including knowledge base articles, user manuals, FAQs, and troubleshooting guides.Collaborate with cross-functional teams to solve complex technical problems and implement solutions.Analyze patterns in reported issues to identify trends and recommend process or product improvements.Track and document all support interactions and resolutions in the ticketing system.Stay up-to-date with the latest industry trends and technologies.

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