Odisea Cultura is seeking an IoT Support Engineer to play a critical role in maintaining customer satisfaction by minimizing hardware downtime and ensuring data integrity for IoT building systems. You'll leverage your expertise in hardware troubleshooting and network programming to maintain seamless communication for our deployed IoT meters, sensors, and networking devices.

What You'll Do

Close out hardware-related maintenance tickets using ticketing software like Zendesk or Zoho Desk.
Identify, troubleshoot, and resolve hardware issues flagged by software or reported by customers and stakeholders.
Diagnose hardware issues via phone, text, and email, providing clear and timely updates.
Report maintenance issues to internal teams with clear documentation and actionable recommendations.
Utilize SOPs to troubleshoot, coordinate replacements, and commission equipment.
Build and maintain relationships with property managers and building engineers.
Collaborate with the Customer Success team to ensure effective client communication.
Provide exceptional customer service, even in challenging situations.
Develop and maintain a maintenance handbook with troubleshooting guides and procedures.
Analyze recurring hardware issues to identify trends and recommend process improvements.
Document common issues and preventative maintenance strategies to improve customer experience.
Analyze existing workflows to identify inefficiencies and propose innovative solutions.
Develop strategies to improve troubleshooting methods and streamline response times.
Introduce best practices and tools to enhance hardware support and ticketing systems.
Collaborate with internal teams to refine and improve standard operating procedures (SOPs).
Stay informed on industry trends to proactively suggest system and process improvements.
Act as a thought leader by presenting ideas that challenge the status quo.
Conduct post-resolution analysis to identify and eliminate recurring issues.
Track and analyze KPIs such as tickets resolved per week and average resolution time.
Monitor and communicate the impact of maintenance on labor and equipment costs.
Work closely with onsite, finance, and engineering teams on operational costs and budget impacts.

What We're Looking For

Excellent English verbal and written communication skills.
Ability to build rapport with customers, maintain relationships, and handle challenging situations professionally.
A customer-centric approach focused on delivering high-quality support.
A Bachelor’s degree in Electrical Engineering or a related field.
More than 2 years of experience working with IoT or connected devices and solving hardware problems.
Proven ability to troubleshoot and resolve hardware-related issues effectively.
Experience working with ticketing systems and managing maintenance workflows.
Strong project management, organizational skills, and a detail-oriented mindset.
A data-driven mindset with a focus on analyzing and improving processes.
Ability to effectively juggle multiple competing priorities.
A natural commitment to continuous learning and improvement.

Nice to Have

Experience in fieldwork and an understanding of metering infrastructure.
A strong background in utility metering systems (electric, water, gas) is highly preferred.