Responsibilities include, but not limited to the following:
As Technical Support Engineer, you will provide technical support for users of the Aquana platform. The goal of this role is to assist with technical aspects of deployments, monitor system status, and to address technical issues discovered independently or reported by users. These duties and responsibilities are performed through regular interaction with Engineering, Development, Sales, and Customers.
Provide technical support: Troubleshoot, diagnose, and resolve technical issues. If the Technical Support Engineer can’t resolve the issue, the next step is to report it and pass it along to the appropriate individual or department.
Monitor and maintain system platform: Perform regular and routine oversight of an organization’s systems platform to ensure systems and networks are operating properly. The Technical Support Engineer is to use various monitoring tools to detect, identify, and report issues before they cause problems.
Install and configure computer programs and perform system updates: Assist users with device installation and activation. Assists with system updates and test systems to evaluate performance. The goal for the Tech Support Engineer is to suggest and identify steps to improve system performance.
Repair and resolve technical issues: Document the issue and interaction when a hardware or software problem is identified. The Technical Support Engineer will work to resolve reported problems as the final step in the troubleshooting process.
The Aquana Technical Support Engineer will be responsible for:
Conducting weekly and monthly OPS review of active customer accounts. OPS Review consists of an in-depth assessment of all devices in the account and all automated and manual activity that has occurred in the account since the last OPS review. Outcomes of OPS review will include:
Direct interface with the customer to address any issues that have been identified
Adjustments of configuration settings and other account variable as needed to address performance and compliance with customer-specific requirements
Managing all inputs from support@Aquana.com to include:
Administration of the Aquana Service Hub within HubSpot to include triage and logging of all customer support issues, development of intervention plans for customer issues, direct resolution of customer issues.
Working directly with the Aquana CTO to address issues discovered with the Aquana Platform. Logging of issues and suggestions for fixes and enhancements.
Functioning as the primary point of contact for customers and resellers with questions about platform configuration, functionality, and trouble-shooting.
Assisting with development of Aquana documentation related to customer support policies & procedures and technical functionality of the platform.
Creation and maintenance of customer platform accounts.
Creation and maintenance of platform user accounts.
Creation and maintenance of platform account location hierarchy.
Setup and maintenance of platform account rules and alerts.
Interface with Aquana sales representatives to address customer requirements regarding warranty issues, replacement parts, or other sales-related needs
Travel to deployment sites to assist as needed.
This job would be located in Houston, TX at Geospace headquarters.
Candidates will need to have 5-8 years of experience in the following technical and administrative areas.
Customer service
Technical support
System administration
IoT Device Management
LoRa and other radio communication protocol
Network configuration
Wide area networks (WANs)
Local area networks (LANs)
Scripting languages
Mac/Windows
Enterprise software and hardware
Network security
Patience
Positivity
Perseverance
Communication
Collaboration
Troubleshooting
Active listening
Friendliness
Education
Candidates will need to have a minimum of a B.S. in either Electrical Engineering, Computer Science or related field. Please list any certifications obtained. Candidates with 8+ years of job related experience (no degree) may be considered for this position.