Technical Support Engineer

United States of America
19 January 2022
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Ensuring customer satisfaction with every order

As part of our tight-knit team, you will work with a strong customer focus, in a fast-paced environment where no two days are ever the same. Our common goal is to deliver the right material to the customer at the right time and place. It takes a special type of person to make that happen. Your personality and attitude is crucial in ensuring an excellent customer experience. In return, you will work with great products and get the right training and tools to enable you to reach our ambitious service goals. 

At Grodan, we are at the forefront of innovating the horticulture industry, by creating media solutions for sustainable cultivation of vegetables, flowers and plants using stone wool. This way of growing results in higher yields while using less of the world’s natural resources – today and for generations to come. In our team-oriented and entrepreneurial environment, you will work with many challenging and interesting assignments that make a real impact on sustainability. Your contribution will be vital as we continue to create new chapters of our business story.

This is the role:

Do you like to help others solve their technology issues? Do you keep up with the latest trends in technology and are you always interested in learning more? Do you get a sense of satisfaction from sharing your knowledge to help people? If you answered yes to the questions above, we want to hear from you!

We are seeking a Remote Technical Support Engineer to deliver excellent technical customer support on behalf of Grodan - a world leader in agriculture, technology and innovation. You will be working in the e-Gro team. e-Gro is a software platform and sensor portfolio that allows growers to collect and combine the relevant data from their greenhouse and translate it into real-time insights for data-driven Precision Growing. e-Gro supports grower’s knowledge, experience and growing strategy with real-time insights and smart recommendations based on the root zone, climate, crop and harvest data. Growers across the globe, both in the vegetables and the legalized cannabis industry already benefit from the added value of e-Gro.

As a Technical Support Engineer you will provide in-depth technical support, leveraging your experience and knowledge to deliver advanced technical troubleshooting and analysis to Grodan customers.

The Technical Support Engineer’s main areas of responsibility:

  • Provide superior application support relating to software- and hardware functionalities including analyze, troubleshoot, diagnose, and resolve solution related issues. This includes professional, courteous and timely communication at all levels of interaction. You will provide world class solutions-oriented technical support with a strong focus on customer service that is designed to maximize customer satisfaction. This includes:
    • Incident resolution and systems configuration
    • Recognizing both basic and advanced problems
    • Conducting research, providing resolution and follow up with customers as needed
    • Escalating more complex cases to the appropriate team, both internal and external
    • Logging and tracking calls using CRM, maintaining incident history and related problem documentation
    • Consultation with the Development teams in Poland and Lithuania as necessary to explain software errors or to recommend changes to programs.
    • Acting as mentoring resource for junior staff.
  • Assist the Customer Success Engineer in solving technical problems, investigating elevated issues by confirming the validity of the problem and seeking known solutions related to these more complex issues. Occasionally you also assist them with onboarding new customers.
  • Take initiative together with the e-Gro Product Marketeer, to develop technical support documentation in order to make the onboarding as smooth as possible and to stimulate self-help.
  • Feed the e-Gro Product Team with ideas for the Product Roadmap. In this position you are the eyes and ears in the market, relevant customer feedback about the platform should be captured and shared.

This is what you offer:

  • 3-5 years’ prior experience in a technical support or professional services role supporting complex SaaS solution(s) for Enterprise B2B customers.
  • Bachelor’s  degree or equivalent work experience of 4 years.
  • Deep understanding of software- and hardware solutions, high level solution architecture knowledge.
  • Strong analytical and problem solving skills
  • Able to clearly explain complex information and technical terms in a simplified manner
  • Proficiency in Jira, Jira Service Desk, Confluence and Microsoft Office
  • Excellent command of the English language in word and writing
  • Ability to travel: 5%
  • Willingness to give support in other time zones. 

This is what we offer:

Our culture is one of teamwork, respect and support. We are proud to be able to offer a comprehensive benefits package and flexible work environment, including but not limited to:

100% Tuition Reimbursement Program
Flexible Work from Home Policy

If you're looking for a well-paying job and the potential for a rewarding career, please apply now!

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