Technical Support Engineer
hace 7 meses
**Headline**:
ProtoPixel is seeking a talented and passionate Technical Support Engineer to join our dynamic team.
**About us**:
**ProtoPixel** is a people centric
**platform that helps transform light into personal experiences**. From functional configurations to emotional, dynamic and interactive lighting. Our technology allows users to design projects where light is perceived efficiently and impactful. It also allows the creation of a new generation of digital lighting products.
We are an equal opportunity employer; at ProtoPixel we promote and
**celebrate diversity** and we are committed to creating an
** inclusive environment** for our people.
**The opportunity**:
In this role, you will be responsible for providing top-notch technical support to our customers, troubleshooting and resolving technical issues, and ensuring a seamless experience with our lighting solutions. You will work closely with users, as well as collaborate with our product and engineering teams to drive customer success.
**This role requires you to**:
- Diagnose and resolve technical issues related to ProtoPixel's software and hardware products.
- Collaborate with customers to understand their specific requirements and provide tailored solutions.
- Escalate complex issues to the appropriate internal teams for further investigation and resolution.
- Assist in the creation of technical documentation, FAQs, and knowledge base articles to empower customers to self-serve when possible.
- Collaborate with product and engineering teams to provide valuable customer feedback and insights for product improvements.
- Participate in product testing and quality assurance activities to ensure a seamless customer experience.
- Stay up-to-date with industry trends and emerging technologies related to lighting and IoT to better assist customers.
- Maintain a high level of professionalism and customer-centric approach in all interactions.
**What are we looking for?**:
- Bachelor's degree in a relevant technical field or equivalent work experience.
- Previous experience in a technical support role, preferably in the technology or lighting industry.
- Strong troubleshooting and problem-solving skills with a passion for resolving technical challenges.
- Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
- Customer-focused mindset with a commitment to delivering exceptional service.
- Ability to work independently and as part of a collaborative team.
- Familiarity with lighting control systems, IoT, and DMX protocols is a plus.
- Fluent English & Spanish.
**The Benefits**:
- Competitive salary + bonus.
- Health insurance and/or gym membership.
- All the latest working equipment you need.
- Free Friday afternoons.
- Flexible hours.
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