Customer Field & Support Engineer

Hoopo is a fast-growing, venture-backed startup, transforming unpowered assets into connected fleets. We empower global logistics companies in industries such as maritime, transportation, and aviation with power-efficient tracking solutions for unpowered assets.

We are looking for a Customer Field & Support Engineer with a passion for IoT and Data technologies, exceptional problem-solving skills, and a drive to enhance customer experience. This role is crucial for ensuring the seamless deployment and ongoing support of our advanced tracking and monitoring solutions.

Key Responsibilities

• Customer Relationship:
• Build and maintain strong client relationships, ensuring a high level of customer satisfaction.
• Customer Support:
• Provide timely, professionally to customer inquiries via phone, email, and chat.
• Issue Escalation & Collaboration:
• Escalate unresolved issues to relevant internal teams (e.g., development, advanced support) and work collaboratively to ensure resolution.
• Troubleshooting & Technical Support:
• Diagnose and resolve user-reported technical issues. Familiarity with databases and SQL is a plus.
• Documentation & Knowledge Sharing:
• Create and update internal documentation, including troubleshooting guides and knowledge base articles, to support efficient issue resolution.

 

Skills & Qualifications

• Education

:

• Certified Practical Engineer / Electronics Engineer
• Experience:
• Minimum of 2 years in a technical support role.
• Language:
• Fluent in Hebrew and English, both spoken and written.
• Travel:
• Willingness to travel abroad for customer training and installations, up to 20% of the time.
• Problem-Solving:
• Strong analytical skills. Be able to identify root causes and implement effective solutions.
• Communication:
• Excellent verbal and written communication skills for interacting with customers and documenting technical issues.
• Time Management:
• Proven ability to prioritize, multitask, and meet deadlines in a fast-paced environment.
• Software:
• Familiarity with Zendesk, Gmail, JIRA, and Slack is a plus