We are looking for an engineer who will be a part of Silvair’s Support Team which is responsible for resolving highly technical, complex issues touching many different areas of our solutions.
You will have a chance to work with Silvair’s top specialists to support robust smart lighting solutions that are rapidly gaining momentum in the lighting industry.
We are a vivaciously developing startup with multiple technologies and domains which need to be covered. That’s why we’re on the hunt for a flexible, strong technical engineer who is not afraid of changing domains.
You will get a chance to showcase your strengths and find your area of expertise. The dynamic work environment at Silvair will help you find your niche and give you the opportunity to plan, co-create and implement various support-related internal and external processes.
As you know, we are not a corporation and our support team is a non-traditional one - there’s no first, second or third line. You will get a chance to be involved in helping partners every step of the way and debugging our solutions along with the teams responsible for implementing and developing (cloud, hardware, software/firmware solutions, mobile, product).
Other areas tackle providing workarounds to mitigate product defects and writing product-related documentation.
responsibilities :
identify, troubleshoot and resolve technical issues: identification, replication in a lab environment and workarounds preparation
own technical issues - maintain and continuously improve the process
build and maintain good customer relations
write product-related documentation
cooperate with product and development teams
communicate suggested product improvements to development teams
requirements-expected :
excellent verbal and written English
previous experience in a support role or equivalent
proactive and empathetic approach to delivering exceptional customer service
proficiency in diagnosing and troubleshooting hardware/software issues
familiarity with tools like ticketing systems (e.g., Jira, Zendesk)
ability to independently gather fragments of knowledge and transform them into well-structured, comprehensive documentation or a knowledge base
strong analytical mindset to prioritize and escalate critical customer issues as needed
