Product Support Engineer @

2 weeks ago

Kraków, Lesser Poland, Czech Republic Silvair Full time
  • 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

Nice to have:

  • knowledge and experience within the electronic engineering field
  • experience with electronic types of equipment, e.g. multimeter, oscilloscope, generator
  • experience in the field of embedded systems
  • experience in the IoT domain

About Silvair

Silvair is a company developing innovative IoT technologies for the smart lighting industry. We provide advanced software solutions for wireless lighting control and commercial building automation.

As a leading contributor to the Bluetooth SIG, we drove the development of Bluetooth mesh - a new communication standard for the Internet of Things. We were the first company in the world to develop a qualified Bluetooth mesh stack, and the first IoT business listed on the Warsaw Stock Exchange. Now we aim to be the world's no.1 provider of wireless solutions for professional lighting applications.

Position Overview

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.

,[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: Electronics, problem solving, Protocols, Embedded system, IoT Tools: Jira, Confluence. Additionally: Private healthcare, Flat structure, International projects, Small teams, Free coffee, Canteen, Bike parking, Playroom, Shower, In-house hack days, Modern office, Startup atmosphere, No dress code.

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