Technical Support Engineer
Job Details
Default - Boston, MA

Organization Description:

At Digital Lumens, Inc, we make facilities better and brighter, smarter and safer.  Our sole focus is on helping people by improving the facilities where they work, learn, and heal. We use our proven technology and deep expertise to transform how our customers illuminate, monitor, and manage key facilities — including industrial facilities, offices, and other commercial buildings, healthcare centers, and educational campuses.

We’re adept at solving critical problems by listening to the most important voices at any facility — the people who work there every day. Then we create smart solutions that boost efficiency, reduce waste, increase sustainability, and ensure comfort and safety. With advanced lighting at the core, we go much further — adding exceptional new capabilities that turn illumination into insights, changes into savings.

Digital Lumens, Inc features innovative, dynamic brands ready to improve facility performance.  Our two brands — Digital Lumens and Encelium — bring advanced but easy-to-use solutions to our diverse customers, so they can achieve new efficiency, comfort, and control.

Position Responsibilities

We are looking for a highly motivated, hands-on team member to join us as a Technical Support Engineer providing technical and operational support to our global customers and partners. You will resolve customer technical issues through diligent research, replication of the problem, and troubleshooting. The Technical Support Engineer team works closely with our Engineering, Sales, and Product Management teams to ensure that we deliver superior products, service, and support to our customers. As a member of the Technical Support team, your primary responsibilities include network and hardware troubleshooting and developing technical solutions for various users around the world. This position is at the heart of our customer-focused philosophy, and so your primary goal will be to provide excellent customer service to all of our customers and partners. In addition, a Technical Support Engineer looks for every opportunity to evolve our organization and our services.

  • Provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot, and resolve specific product-related issues while maximizing customer satisfaction.
  • Work cross-functionally with engineering, product management, and application engineering to rectify issues for Digital Lumens products.
  • Acquire a deep understanding of product and customer challenges and recommend feature requests to address concerns
  • Escalate urgent problems requiring more in-depth knowledge to higher tiers
  • Monitor customer sites installation of Digital Lumens hardware and software products
  • Document procedures that are taken when identifying/resolving client issues
  • Provide training to customers in the use of our software and applications
  • Provide customer support and technical issue resolution via email, phone, and video conference.

Qualifications and Skills

What we would like:

  • The ideal candidate must be self-motivated and enjoys getting their hands dirty.
  • Must possess strong technical aptitude with demonstrated problem-solving skills. 
  • Strong organization skills, with the ability to handle multiple tasks, responsibilities and prioritize your active caseload.
  • 0-5 years experience with Lighting controls, building automation systems, or other controls platforms.
  • Associate’s, B.S., or Certified Engineering Technologist in Mechanical/Electrical/Energy Engineering, Computer Science, and/or demonstrated industry experience.
  • Practical exposure to Windows, Unix/Linux, MAC OS X, iOS, and Android
  • Proficient with personal computers and related word processing, presentation, spreadsheet, and project management applications.
  • Exceptional verbal and written communication skills, including appropriate phone and email etiquette
  • Customer service oriented

What we would love:

  • You have experience with installing, commissioning, and configuring IoT products or commercial building systems.
  • You have experience with wired and wireless computer networking.
  • You have previously worked with Salesforce, Zendesk, or other CRMs
  • You have fluency in German, Spanish, or French.

 

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