Job description
Role:
We are looking for Product Support Engineers for Mobile and IOT devices. The role is based out of Johannesburg, South Africa. The work involves supporting ongoing activities of the products before, during and after development. This includes testing functional and non-functional aspects of the product, customer support & visits, supporting sales team, Technical issues, etc.
Reporting to:
- Digital Endpoints R&D manager
- Liaising with stakeholders: Sales, Engineering, PLM, Customer, etc.
Experience
- 5+ years up to a max of 10yrs
Skillset & Experience:
- Extensive experience in IoT products and Device on-boarding, Hardware troubleshooting, Well versed about Cloud Architectures - Google, Microsoft or AWS.
- Should have knowledge about User Account Management, Billing etc. for Carriers / Network Operators.
- Basic knowledge about product development lifecycle related to Linux based embedded products such as Smartphones, Gateways, Routers, Set Top Boxes, Smart Cameras, Point of Sale running on Android or such OS stacks.
- The work involves deploying new platform capabilities, enhancing, customizing existing capabilities, rearchitecting them for scalability, power & performance, adaptability across various HW configurations, Testability & OS Upgradability.
- Preferable to have worked as an R&D Support engineer, Customer Facing roles (Requirement gathering and product deployment) during earlier years of the career is a must.
- IOT Smart Home Solutions Knowledege is a must have
Key Responsibilities:
- Participate in all stages of the product development process, including conceptualization, development, testing, post sales.
- Prepare documentation when logging product issues with all details, preparing reports on product performance, troubleshooting guides, manuals, etc.
- Handles technical issues with high priority, must act quickly to analyze the available data and find the root cause of the problem. Suggest solution/ support in complete analysis of the problem and keeps updating stakeholders regularly.
- Suggest overall product improvements, such as features that customers want.
- Surveys and shares feedback on market trending features/ inputs on market opportunities for business.
- Support after sales teams and engineering team on issues as and when needed.
- Required to visit customers regularly and support ongoing development activities
- Supports sales teams for business, product related activities.
- Field Testing of products in real network conditions and sharing reports with engineering, related stakeholders.
- Maybe required to travel within country/outside based on business needs.
Personality and Soft Skills:
- Supportive and having a positive attitude, a person who is collaborative and a good team player.
- Creative, gritty, driven by curiosity, go getter attitude with a winning culture.
- Has a burning desire and hunger to contribute to business impacts in much like a startup environment.
- Should be willing to work under tremendous pressure situations in a team environment.
- Does not hesitate to experiment and have an attitude to take pride, celebrate failures, quickly learning from them and apply
- Team player, ability to collaborate, accept mistakes.
- Excellent aptitude, command over language and communication skills Strong cognitive intuition: Ability to identify and visualize patterns
- Demonstrates sense of ownership, urgency and strives for own and others success
Qualification:
- Masters / Bachelors degree.
- Diplomas in Computers and testing
- Project Management
Employment Type - Permananet
