Tbwa Chiat/Day Inc | Customer Success Engineer
vor 1 Tag
About the Role
As a Customer Success Engineer at Morse Micro, you will play a critical role in ensuring our customers successfully deploy, integrate, and maximize the value of our cutting-edge WiFi HaLow solutions.
You will be responsible for providing frontline technical support, troubleshooting, and offering technical solutions to complex issues, while also maintaining and improving internal and external knowledge resources.
This role bridges the gap between engineering and customer support, contributing directly to customer satisfaction and product success.
Key Responsibilities
Technical Support & Troubleshooting: Provide excellent support by resolving technical issues related to Morse Micro's WiFi HaLow IC, including troubleshooting, configuration, and technical inquiries.
Apply your knowledge of networking protocols to solve issues and improve customer experience.
Knowledge Base Development: Create, maintain, and enhance detailed knowledge base articles, troubleshooting guides, FAQs, and product documentation.
Ensure content is easily accessible and comprehensive for internal and external customers.
Collaborate with Engineering Teams: Work closely with the internal engineering team on escalations, bug reports, and product improvements.
Provide timely feedback to the product and R&D teams based on customer interactions.
Platform Management: Utilize platforms like Zendesk and JIRA for managing customer tickets, tracking issues, and following up on resolutions.
Drive continuous improvement in customer support efficiency by leveraging automation and integrations.
API and Database Management: Ensure seamless platform integrations through API usage and effective database management.
Collaborate with technical teams to develop new integrations or optimize existing ones for better data handling.
Customer Engagement & Satisfaction: Proactively engage with customers to ensure their success with Morse Micro products.
Lead customer training and onboarding, provide product demonstrations, and guide them through the deployment process.
Root Cause Analysis: Perform root cause analysis by examining logs, packet captures, and debugging information to resolve customer issues.
Utilize tools and scripting languages to automate repetitive tasks and resolve issues efficiently.
Continuous Improvement: Participate in improvement initiatives to refine the support process and enhance customer experience.
Requirements
Bachelor's degree in Electrical Engineering, Computer Science, or a related field.
2+ years of experience in a technical support or customer success engineering role.
Strong understanding of WiFi technologies, RF principles, and networking protocols.
Hands-on experience with APIs, data integration, and database management.
Familiarity with scripting languages such as Python or Bash for automation.
Proficiency with support tools like Zendesk and JIRA for ticketing and issue tracking.
Strong debugging skills, including root cause analysis using logs, packet captures, and signal traces.
Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
Experience collaborating with cross-functional teams, including sales operations and engineering.
Preferred Qualifications
Experience working with embedded systems, microcontrollers, and communication interfaces (SPI, I2C, UART, GPIOs).
Solid understanding of RF testing tools (e.g., spectrum analyzers, signal generators, network analyzers) and debugging tools (e.g., oscilloscopes, logic analyzers, packet sniffers).
Experience in the IoT or wireless communication sector, with a focus on RF product bring-up and performance optimization.
Previous experience supporting customers in the semiconductor industry, particularly in embedded system development and RF performance tuning.
Familiarity with Linux systems, shell scripting, and kernel-level debugging.
Who we are:
Morse Micro is Australia's largest semiconductor company building Wi-Fi HaLow (802.11ah) chips for the Internet of Things (IoT).
We are a team of wireless experts that love to work hard, innovate & invent.
Together, we are building the world's lowest power Wi-Fi technology that will enable billions of IoT devices to connect securely to the internet.
We are a global team with offices in Sydney & Picton (Australia), Irvine & Bay Area (USA), Bangalore (India), Cambridge (UK), Hangzhou & Shenzhen (China) and Taipei (Taiwan).
What we offer:
Competitive salary + excellent stock option package Healthy work environment with sit/stand desks and large screens Office perks such as stocked drinks fridge, snack bar and barista coffee Newly fitted-out offices, with a relaxed, friendly work environment #J-18808-Ljbffr
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