• Take ownership of customer issues reported and seeing problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve system issues
• Work closely with engineering to help resolve and prioritize technical problems with hardware and software
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Skills: Problem Resolution, Troubleshooting, Technical Support, Customer Communication, Issue Escalation, Record Keeping, Time Management, Client Relations

• Technical assistance to sales, marketing, quality and product development teams
• Collect technical needs from customers for both product design, application and processing, and translate them into a product specification and/or design targets
• Advise customers with the selection of materials
• Participation during trials, assist customers in the optimization of molding processes
• Consultancy for part design in collaboration with the internal design specialists
• Create product manuals, technical datasheets, etc.
• Investigation of technical issues in collaboration with the quality department
• Be responsible for second-tier export customer support for Airborne LiDAR systems for hydrographic charting and mapping purpose
• Work towards international customer support organization supplying local support engineers with expertise related to the bathymetric LiDAR sensors
• Provision of training to customers, both at customers locations, own location and via web-based tools
• Development of training video’s, training materials, maintenance instructions, contribution to manuals and similar documentation
• Repair hardware in the field at customer’s location, software support and failure investigation
• Remote performance of test/calibration flights including analysis and acceptance of data, and document support provided

Skills: Technical Consultation, Customer Support, Material Selection, Process Optimization, Documentation Development, Technical Training, Remote Diagnostics, Cross-Functional Collaboration

• Direct contact with the developers who are using products, and the opportunity to collaborate on solving highly technical problems
• Troubleshoot all aspects of products and gain a broad understanding of the underlying technologies
• Be the friendly face of the company, directly impacting how customers view Improbable
• Represent the customer within the company, collaborating with internal teams to discuss customer issues and requests
• Influence product roadmap by becoming an advocate for customers and needs
• Execute technical support for VCC and QMS (Quality Management Suite) products based on requests received via phone, email and support portal, on-call-duty included every few weeks
• Manage simultaneous customer cases in a highly demanding environment with the help of logging databases and resolve issues using the company-internal knowledge base
• Determine problems and deliver solutions by translating general directions into specific action steps
• Document actions taken on support incidents and logging resolutions in a clear and concise manner
• Accurately and completely document problems and solutions on case notes
• Consistently use active listening skills with a focus on capturing client needs, urgency and issue details

Skills: Technical Troubleshooting, Customer Advocacy, Interdepartmental Collaboration, Technical Support Execution, Case Management, Problem Resolution, Documentation Skills, Active Listening

• Provide escalated technical and triage support for other teams
• Actively contribute to online support documentation
• Work closely with Engineering, Product, and Customer Success teams
• Help define and execute support team processes
• Leverage product expertise and technical knowledge to delight customers.
• Responding to customer emails and driving excellent customer experience and creating an environment for a world-class support team
• As part of 6WIND’s Customer Support team, make sure 6WIND customers and prospects are satisfied using 6WIND network software products.
• Help world-wide customers solve issues by clarifying the customer's complaint
• Determine the cause of the problem, selecting and explaining the best solution to solve the problem
• Expedite correction or adjustment, following up to ensure resolution. 
• Keep records of customer interactions using the company’s tools.
• Interactions with 6WIND software and pre-sales teams located

Skills: Advanced Technical Support, Documentation Development, Cross-Functional Collaboration, Support Process Management, Customer Interaction, Problem Analysis and Resolution, Record Maintenance, Pre-Sales Consultation

• Support customers on all stage of project life cycles for new and existing business
• Co-work with project manager, drive the project milestones timely execution, manage customer delivery and communications, ensure the project status are well synced between project manager and customer
• Provide front line technical support, training to customers, help customer to understand and develop product with Sequans solutions
• Assist customers in all development stages of products and integration into a network and contribute to major design wins by promoting Company’s products
• Support customer technical issues investigation, hardware rework, testing, and trouble shooting. 
• Co-work with internal teams, lead and drive customer issues into resolution
• Analyze application, LTE protocol and performance issues in lab or in the field and narrow them down. 
• Reproduce technical issues in simulation or on Company’s hardware platforms
• Provide fixes or work-around to customers for level-1 technical issues or co-work with the level 2 support by providing them detailed analysis of customers issues
• Provide reactive technical support to customers reported cases: Answer Q&A, integration issues troubleshooting (reproduction, investigation, reporting to Engineering, solution to customers)
• Assess new customer needs and work with product marketing to meet customer expectations
• Provide product demonstrations and attend major tradeshows to promote Company’s products
• Report on a weekly basis a comprehensive statement customers and daily basis for the trip
• Notify the management team of any potential escalations or complex problems in a timely manner

Skills: Project Coordination, Technical Support, Customer Training, Issue Resolution, Protocol Analysis, Simulation Testing, Reactive Support, Stakeholder Communication

• Respond to user support requests
• Diagnose and provide solutions to technical issues
• Research issues while maintaining communication with end users.
• Reproduce customer issues in lab and Escalate to Tier II and Tier III support
• Create end user documentation and recommend procedure changes to improve efficiency.
• Maintain composure in a fast-paced professional environment
• Solving problems accurately, creatively and efficiently
• Work with customers to troubleshoot and resolve complex product issue
• Identify and execute strategic customer focused projects
• Coordinate changes to the configuration, upgrades and related matters
• Interface with world-class support, development and SQA teams to identify and to resolve product issues
• Provide documented in-depth technical solutions for customer and other engineers
• Utilize Knowledge Management database, research & develop technical tips and solutions

Skills: Technical Problem Solving, User Support Communication, Issue Escalation, Documentation Creation, Process Improvement, Complex Issue Resolution, Technical Coordination, Knowledge Management

• Support and improve a comprehensive L1, L2 and L3 customer support function that supports regulated medical device product and services and that will interface with customers
• Support and improve customer support processes that comply with regulatory, security, and privacy policies as well as the policies and procedures outlined in Quality Management System
• Support and improve customer support system that meets personal data handling and privacy rules including HIPAA and GDPR requirements
• Work with L1 vendors to develop call scripts required to support patients, physicians, etc.
• Identify the right vendors and tools to build out and deliver on highest level of customer support.
• Qualify identified tools against quality management, security, privacy and regulatory control policies
• Identify cross-functional roles across engineering, DevOps, and operations needed to support a customer support function within organization
• Support the operational aspects of the customer support function and work closely with engineering and DevOps for customer issues
• Manage customer relationship, monthly reports, customer support calls and first contact for customers
• Managing cases, requests and enhancements using online tools, ticketing system and customer service processes
• Providing highest level of customer service to customers while adhering to strict SLAs for response and restoration times
• Problem identification, workaround resolution, root cause analysis and critical incident management

Skills: Regulatory Compliance, Process Improvement, Vendor Management, Cross-functional Coordination, Customer Relationship Management, Case Management, Service Level Adherence, Incident Analysis

• Act as the main support contact point for troubleshooting customers across different countries  
• Understand the customers problems, asking them the right questions, investigating, finding the root cause and closing issues
• Use a proper communication with customers even when they are really unhappy
• Deescalate tense situations by providing laser sharp technical analysis and solutions
• Maintain customer tickets up-to-date with the latest status in the company ticketing system
• Provide valuable business support in order to win new contracts
• Escalate unresolved issues to software development with comprehensive information
• Works in extremely close relationship with the software development team
• Train the 1st level local engineers in allocated countries
• Continuously learn about products and services and keep yourself up to date with changes, ideally by contribution to the testing of new products
• Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure

Skills: Multinational Customer Support, Problem Solving, Crisis Management, Ticket Management, Business Support, Issue Escalation, Technical Training, Continuous Learning

• Work to achieve the fastest possible resolution to customer product failures
• Document support activities in a thorough and timely manner
• Build trusting relationships with customers and achieve a high level of customer satisfaction
• Assist Sales Account Managers by learning and reporting customer needs and issues with nLIGHT products
• Working with Tech Support, assist in definition and documentation of installation and diagnostic procedures for field support of nLIGHT products
• Provide feedback and recommendations to Management, Technical Support and Sales on nLIGHT product and process improvements
• Deliver basic maintenance and repair training to nLIGHT Customers, Partners and fellow Customer Support Engineers
• Triage technical support requests received via phone, email and support portal
• Consistently using active listening skills with a focus on capturing client needs, urgency and issue details
• Replicating issues reported by clients and working Tier 2/API Support Teams to deliver solutions
• Documenting actions taken on support incidents and logging resolutions in a clear and concise manner
• Manage simultaneous customer cases in highly demanding environment and resolve issues using company internal knowledge base
• Determine problems and deliver known solutions by translating general directions into specific objectives, priorities, and action steps

Skills: Rapid Issue Resolution, Support Documentation, Customer Relationship Management, Collaborative Problem Solving, Feedback Integration, Technical Training, Issue Triage, Active Listening

• Responsible for building customer relationships, handle existing Service contracts, develop commercial proposals and negotiate deals for new projects
• Actively seek and identify sales, aftermarket sales options and upgrades
• Perform opportunity assessments, screen the RFPs, identify potential issue and risks, review customer specifications, define scope of works to be offered, configure the associated cost model and prepare bidding documentation
• Prepare Service proposals across all different type of Service offering (new Service contracts, renewals, Time and Material) on time and with high quality
• Monitor Service KPIs to control the performance of the department, promote profitable sales and backlog's growth in line with business targets
• Act as a key interface between customers and a range of stakeholders within Vestas 
• Ensure Service Contracts are carried out within the base-lined time scales and cost plan and in compliance with contract commitments and commercial risk assessment
• Coordinate with Service Operations and Technical department for the resolution of possible issues
• Overview contract's financial performance and requirements, inform/escalate cost overruns, requests out of scope and transition to new contract
• Liaise with all functions (Service Operations, Contract Management, Finance, Legal, etc.) to enhance marketability of Vestas offering
• Ensure the respect of contractual terms and conditions with policies.

Skills: Relationship Management, Sales Strategy, Opportunity Assessment, Proposal Development, Performance Monitoring, Stakeholder Coordination, Contract Compliance, Cross-functional Collaboration

• Proven 2nd Level experience in handling international customer inquiries in consideration of Service Level Agreements
• ITIL, ITIL v3 Foundation Certification, any additional ITIL certification
• Proven experience in administration of heterogeneous Linux/Unix systems and deep knowledge in SAML, SSO, LDAP, JKS
• Proficiency in at least one programming language e.g. Java, or in a scripting language e.g. Python
• Experience with database systems (SAP HANA, Oracle, MS SQL Server)
• Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
• Senior customer communication and handling skills, strong service-oriented mindset
• Passionate about topics like Process Mining, Big Data, Data Lake
• Experience in a customer support role providing technical support in a SaaS organization
• Experience in administration of Microsoft SharePoint 
• Microsoft certification in cloud technologies

Qualifications: BA in Computer Science with 3 years of Experience

• Must be proficient in using O-Scope, DVM and other basic test equipment.
• Skilled troubleshooting complex mechanical, electronic, and pneumatics systems.
• Good customer and communication skills.
• Ability to work in a team environment.
• Commitment to task completion with attention to detail.
• Computer skills, networking knowledge and fab experience 
• Preferably with experience with ebeam, high vacuum and high voltage systems.
• Experience working with relational DBMS (MS SQL Server, PostgreSQL/Postgres, Oracle, mySQL).
• Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, , etc.).
• Familiarity with Docker, Kubernetes, and Helm
• SQL developer experience - understand stored procedure, database design
• Have completed a Bootcamp in programming
• Enjoy working with customers via video call, e-mail and chat

Qualifications: BA in Information Technology with 2 years of Experience

• Good time management skills and demonstrated ability to effectively prioritize own workload
• Confidently able to troubleshoot, debug and reproduce customer scenarios
• Logical thinker with good analytical and problem-solving skills
• Learns rapidly through both formal and informal training
• Required to be flexible, detail-oriented and organized with the ability to multi-task
• Ability to create and deliver peer-level technical training
• Have some experience and interest in technology and programming
• Have patience and integrity working with customers all over the world
• Strong interpersonal and customer support skills
• Speaking and Writing fluently in Spanish and Portuguese or French .
• Demonstrable experience in (HTML, CSS, REST, JAVA, .NET)

Qualifications: BA in Electrical Engineering with 4 years of Experience

• Experience in network management and Service Providers supporting external customers
• Experience in critical and managed customer care
• Deep knowledge of Mobile Protocols and last generation Mobile Network Architectures
• Deep knowledge of IP/Routing protocols
• Proficiency in Linux, Unix, and Windows operating system environments
• Database/SQL knowledge as well as scripting skills
• Understanding of server networking, solid problem-solving skills
• Experience with the primary functionalities of a network analyzer or a packet-sniffer tool for traffic captures
• Ability to contribute to the knowledge base technical articles outlining problems resolution and troubleshooting steps
• Ability to multi-task with strong attention to detail
• Motivated, self–starter, and able to work well within a team
• Exceptional organization, time management, and proven effective oral and technical written skills.
• Experience working remotely, but cooperatively with HQ

Qualifications: BA in Communications with 5 years of Experience

• Experience in Frontend/Backend ecosystem, specifically JavaScript
• Ability to conduct a root-cause analysis on technical issues
• Team player, ability to mentor and coach people to achieve success
• Experience with agile projects and startup environment 
• Experience/ability in identifying repetitive or inefficient tasks to be automated or improved
• Critical thinker, analyses and breaks down issues based on facts to make decisions
• Inquisitive, willing to ask questions as often as there are issues to be made clearer
• Ability to work under stress
• Effective communication skills with the ability to clearly explain ideas and influence decisions
• Self-motivated and constantly looking for ways to improve both product and process
• Broad experience in relevant customer support of advanced embedded systems 

Qualifications: BA in Business Administration with 5 years of Experience

• Excellent communication and customer handling skills
• Ability to work under pressure, and willingness to be flexible
• Strong teamwork ethic and an altruistic attitude
• Excellent customer relationship skills including communication, and accountabilit
• Understand customer needs and how best to handle them
• Experience with non-conformity investigations and 8D reporting
• Native speaker or fluent in Italian and proficient English
• Hands-on mentality and service-oriented personality
• Team spirit and open communicator
• Motivated and creative self-starter
• Experienced MS Office user, CAD systems knowledge 
• Knowledge of CAE for automotive and aviation part design

Qualifications: BA in Network Administration with 3 years of Experience

• Experience in technical support experience for enterprise software.
• Experience with RPA/Automation solutions/Business processes 
• Experience with system implementation and deployment, including system configuration and troubleshooting in a client-server environment.
• Outstanding customer-facing abilities and verbal communication skills.
• Experience in providing customer training and on-site support.
• Excellent project management skills and ability to manage multiple projects simultaneously.
• IT knowledge/background and basic programming skills 
• Strong analytical and troubleshooting skills.
• Strong written and documentation skills.
• Experience in the Salesforce application and applications built upon the Salesforce platform.

Qualifications: BA in Software Engineering with 3 years of Experience

• Experience with Inventor, Solidworks, or similar 3D modeling software product
• Strong written and verbal communication skills
• Strong problem resolution and analytical skills
• Excellent people skills, patient and professional attitude
• Ability to train and mentor customers
• Working knowledge of APEX, JS, CSS, HTML. Have worked on L2 support.
• Salesforce Admin certification
• Fluency in Swedish and English (written and spoken).
• Willing to learn through organized training, self-studies
• Experience in networking/storage/virtualization/compute support - CCNA level of knowledge
• Strong problem-solving, and organizational skills

Qualifications: BA in Customer Service Management with 3 years of Experience

• Customer support/ technical support/customer interaction experience
• Experience in Medical Device technical support
• Experience with REST APIs, user authentication methods
• Basic working knowledge of Google App Engine, GCP (or AWS or Azure)
• Experience in healthcare-related industries, digital health experience
• Experience with Unix/Linux systems with scripting experience in Bash, Perl, or Python
• Expertise in problem-solving, and analyzing, and troubleshooting cloud base software products/systems
• Expertise in the system and security monitoring tools, such as datadog, new relic, Splunk
• Experience releasing and supporting medical device digital solutions
• Familiarity with health and data privacy regulations
• Excellent analytical and problem-solving skills
• People-oriented, strong customer service focus and able to work under pressure

Qualifications: BA in Systems Engineering with 5 years of Experience

• Excellent communication skills and ability to work in an international environment
• Strong analytical and computational skills
• Excellent customer service skills
• Understanding of software development and customer support cycle
• Excellent written and spoken English
• Basic understanding and practical knowledge of networking/storage/virtualization/compute technologies
• Ability to work both independently and as a part of a team
• Experience with Routing/Switching
• Experience in direct customer-facing support roles with SaaS companies.
• Strong computer skills with Windows base application, Excel / power point, and network function / database related.
• Good attitude on learning new technology and willing to take challenge.
• Knowledge of semiconductor manufacturing process 
• Must be a strong team player, supporting & analytical skill and good working habits

Qualifications: BA in Technical Support with 5 years of Experience