IIoT Technical Support

Provide first-tier System/Application technical support to customers and field consultants on
Influent IIoT products via email and phone promptly to ensure the highest level of client
satisfaction. As required, actively work on internal Influent support projects, have a passion for
technology, and enjoy solving business problems.

ESSENTIAL FUNCTIONS:
* Assist customers and field personnel with resolving IIoT Applications/Systems issues,
ensuring high customer satisfaction.
* Act as a liaison between clients and other Influent team members to help deliver a fast
and efficient resolution to issues or questions that our end users have raised.
* Identify, organize, and prioritize issues based on the severity of customer impact.
* Escalation and follow-up of critical customer accounts and keeping management
apprised of the situation.
* Write tech notes and FAQs regularly.
* Must be comfortable working under pressure at times during unsociable hours

NON-ESSENTIAL FUNCTIONS:
The ability to communicate in the Spanish language is preferred, not required.

REPORTING RELATIONSHIP:
Reports to Influent Delivery Manager

SUBORDINATE STAFF:
None

PAY RANGE: $30-35

EDUCATION:
A 4 yr degree in Information Systems or a 2 yr degree with IT-related work experience is
preferred.

EXPERIENCE:
* BA/BS/MS in Computer Science, Management Information Systems, related discipline,
or relevant professional experience.
* Minimum of 3+ years of System/Application technical support experience in enterpriselevel mission-critical software
* Prior experience providing support to large enterprise customers, preferably with
customer management interaction.
* Experience working with at least one type of relational database and SQL
* Postgres experience is a plus.

SKILLS:
* Understands the Ins and Outs of technical customer support, having worked with
complex technology products
* Excellent communication skills and an ability to work collaboratively with others
* Able to work on problems of diverse scope where data analysis requires evaluation of
identifiable factors.
* Demonstrates good judgment in selecting methods and techniques for obtaining
solutions.
* Able to balance multiple responsibilities and work effectively/independently in a fastpaced environment with attention to details
* Result-driven, deadline-driven, goal-oriented, highly motivated, take ownership and new
challenges on an ongoing basis to meet the department's objectives.
* Knowledge of Network service
* Knowledge of IIS, Windows Active Directory
* Broad knowledge of fundamental information security concepts.
* Good written and oral communication
* Highly collaborative, positive, go-getter attitude.
* Comfortable working in a fast-paced startup environment; ability to juggle multiple
questions, requests, and bug reports at once, practicing excellent follow-through
techniques
* Proven track record in building positive relationships with clients
* Strong analytical, critical thinking, and problem-solving abilities
* 3+ years of customer support, technical support, system administration, or related
customer-facing role
* Experience with installation and configuration of applications within Windows Server
environments
* Ability to remain calm, composed, and articulate when dealing with challenging customer
situations.
* Experience translating customer issues into engineering-centric reports via JIRA or other
bug-reporting systems
* Strong competency in technical problem solving, with demonstrated experience working
with advanced log analysis and other debugging techniques
* At least 3-5 years of experience in a client-facing engineering or technical role, ideally
involving a complex and rapidly evolving software/product.
* Excellent problem-solving and analytical skills with an aptitude for learning new
technologies
* Ability to be autonomous, resourceful, and a proactive self-starter while remaining
process-oriented and a team player.

TRAVEL:
Occasional.

MENTAL ABILITIES:

* Ability to work harmoniously with others
* Ability to accept and follow instruction * Ability to maintain a positive attitude * Ability to work alone and without direct supervision * Ability to take the initiative, ownership, and be proactive
WORKING CONDITIONS:
LIFTING: Average Weight: 25 lb. Frequency: Daily