Technical Support Specialist

4 hours ago

Sydney, New South Wales, Australia Morse Micro Full time
About the Role

This is a key position for a Technical Support Specialist with Morse Micro, a leading company in Australia. As a critical member of the team, you will play a vital part in ensuring customers successfully deploy, integrate, and maximize the value of our cutting-edge WiFi HaLow solutions.

About the Job Description

As a Technical Support Specialist at Morse Micro, you will provide frontline technical support, troubleshooting, and offer technical solutions to complex issues. You will also maintain and improve internal and external knowledge resources, bridging the gap between engineering and customer support to contribute directly to customer satisfaction and product success.

Key Responsibilities:
  • Technical Support & Troubleshooting: Provide excellent support by resolving technical issues related to Morse Micro's WiFi HaLow IC, including troubleshooting, configuration, and technical inquiries. Apply your knowledge of networking protocols to solve issues and improve customer experience.
  • Knowledge Base Development: Create, maintain, and enhance detailed knowledge base articles, troubleshooting guides, FAQs, and product documentation. Ensure content is easily accessible and comprehensive for internal and external customers.
  • Collaborate with Engineering Teams: Work closely with the internal engineering team on escalations, bug reports, and product improvements. Provide timely feedback to the product and R&D teams based on customer interactions.
  • Platform Management: Utilize platforms like Zendesk and JIRA for managing customer tickets, tracking issues, and following up on resolutions. Drive continuous improvement in customer support efficiency by leveraging automation and integrations.
  • API and Database Management: Ensure seamless platform integrations through API usage and effective database management. Collaborate with technical teams to develop new integrations or optimize existing ones for better data handling.
  • Customer Engagement & Satisfaction: Proactively engage with customers to ensure their success with Morse Micro products. Lead customer training and onboarding, provide product demonstrations, and guide them through the deployment process.
  • Root Cause Analysis: Perform root cause analysis by examining logs, packet captures, and debugging information to resolve customer issues. Utilize tools and scripting languages to automate repetitive tasks and resolve issues efficiently.
  • Continuous Improvement: Participate in improvement initiatives to refine the support process and enhance customer experience.
Requirements:
  • Bachelor's degree in Electrical Engineering, Computer Science, or a related field.
  • 2+ years of experience in a technical support or customer success engineering role.
  • Strong understanding of WiFi technologies, RF principles, and networking protocols.
  • Hands-on experience with APIs, data integration, and database management.
  • Familiarity with scripting languages such as Python or Bash for automation.
  • Proficiency with support tools like Zendesk and JIRA for ticketing and issue tracking.
  • Strong debugging skills, including root cause analysis using logs, packet captures, and signal traces.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
  • Experience collaborating with cross-functional teams, including sales operations and engineering.
Estimated Salary: $80,000 - $110,000 per year

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