Create strong relationships with customer contacts
Have constant dialogue with customers to understand their business, needs, and to look for any issues
When issues are reported or discovered, perform system troubleshooting, issue identification, resolution coordination, and keep the customer and internal teams updated with the current status
Work as a key member of the customer account team to provide a unified front helping the customer support their Clever Devices’ Products
Use the JIRA ticketing system to open issues, track progress and investigate potential issues
Troubleshoot issues with Clever Devices’ products
Use logfiles and other inputs to proactively look for trends in fleet data
Work with Engineering to provide supporting information and log files when an escalated ticket is being worked by Engineering
Travel to customer sites as needed

5+ years of experience in a technical support or engineering environment involving hardware, software, data, and communications technologies troubleshooting
Minimum of bachelor’s level degree in Computer Science, Engineering, or equivalent
Proven track record of creating comprehensive solutions and establishing priorities that provide the best-balanced solution
Good communication skills including oral, written, and customer approach
Familiar with SQL Management Studio and SQL Databases
Familiar with Server Hardware and Microsoft Server Operating Systems
Familiar with TCP/IP and network configuration
Basic understanding of Electronics and reading schematics
Must be able to travel locally, nationally, and internationally as required
Must be familiar with Excel, Word, Visio, PPT, Teams, and Outlook
Must possess a Valid Driver’s license and be able to commute daily to an office

Systems Support Engineer

Key skills