IoT Technical Support Engineer

Job Description

About Ubiqedge Technology Pvt Ltd : At Ubiqedge, we specialize in innovative telemetry and remote monitoring solutions for process instruments, including flow, level, and pressure. With over 15,000 deployments across India, we serve industries such as water management, infrastructure, and manufacturing, enabling smart automation and data-driven decision-making. Role Overview : As?an? IoT?Technical?Support?Engineer ,?your?primary?responsibility?is?to?assist?customers?with?their?inquiries,?concerns,?and?technical?issues?related?to?the?company's?products?or?services.?You?will?serve?as?a?liaison?between?the?customers?and?the?company,?providing?timely?and?effective?solutions?to?ensure?customer?satisfaction. Key Responsibilities : Respond?to?customer?inquiries?via?phone,?email,?or?WhatsApp?in?a?professional?and?courteous?manner. Diagnose?and?troubleshoot?technical?problems?related?to?hardware,?software,?networking,?and?connectivity?of?IoT?devices.? Provide?technical?support?and?troubleshooting?assistance?to?customers?experiencing?issues?with?the?company's?products?or?services.? Guide?customers?through?product?features,?functionality,?and?usage?to?maximize?their?experience.? Escalate?complex?issues?to?appropriate?departments?or?higher-level?support?personnel?for?resolution.? Document?customer?interactions,?including?inquiries,?complaints,?and?resolutions,?accurately?and?thoroughly?in?the?company's?CRM?system.? Follow?up?with?customers?to?ensure?that?their?issues?have?been?resolved?satisfactorily?and?provide?any?additional?assistance?if?needed.? Collaborate?with?other?team?members?to?identify?and?implement?improvements?to?the?support?process?and?knowledge?base. Stay?up-to-date?with?product?updates,?new?features,?and?industry?trends?to?better?assist?customers.? Assist?in?the?creation?and?maintenance?of?knowledge?base?articles,?FAQs,?and?troubleshooting?guides?for?customer?self-service. Identify?recurring?technical?issues?and?provide?feedback?to?the?appropriate?teams?for?product?improvement. Maintain?a?positive?and?professional?attitude?while?dealing?with?challenging?situations?or?difficult?customers. Participate?in?ongoing?training?and?development?to?enhance?your?skills?and?knowledge?in?customer?support?and?the?company's?products?or?services. Requirements : Bachelor's?degree?in?Electronics,?Electronics?and?Telecommunication,?Computer?Science,?Information?Technology,?Electrical?Engineering,?or?related?field.? Proven?experience?in?technical?support?or?customer?service,?preferably?in?the?IoT?industry.? Strong?understanding?of?IoT?concepts,?protocols,?and?technologies?such?as? MQTT,?HTTP,?MODBUS?RTU,?LTE?Modules,?WiFi?etc. Proficiency?in?troubleshooting?hardware?and?software?issues?related?to?IoT?devices,?sensors,?gateways,?and?cloud?platforms. Excellent?communication?skills,?both?written?and?verbal. Strong?problem-solving?abilities?and?attention?to?detail.? Ability?to?empathize?with?customers?and?provide?exceptional?customer?service.? Technical?aptitude?and?ability?to?quickly?learn?and?understand?complex?products?or?services.? Patience?and?resilience?when?dealing?with?difficult?situations?or?customers.? Ability?to?work?independently?as?well?as?part?of?a?team?in?a?fast-paced?environment.? Prior?experience?in?customer?support?or?a?related?field?is?preferred.? Proficiency?in?using?CRM?software?and?other?support?tools?is?a?plus. What We Offer : A collaborative and innovative work environment. Mentorship from industry experts. Performance-based career growth opportunities