Tier 2 Technical Support Specialist - Sensi.ai

About The Company

Sensi is an industry leading startup that is on a mission to change the way we, as a society, take care of every older adult who needs it. We are leveraging the power of AI and data to ensure safety, dignity, and satisfaction in every caregiver-care recipient interaction. Our product harnesses the power of audio, networking and monitoring to provide 24/7 wellness related insights to care agencies.

Why Sensi

Work with a purpose. Join us in creating an ideal care environment for older adults. Be a part of our founding team; help us make Sensi a new industry standard for the long-term care industry.

Job Summary: The Tier 2 Technical Support Specialist will provide advanced technical support with a primary focus on deep troubleshooting of remote networked devices, and creating/maintaining detailed technical documentation. The ideal candidate will have outstanding customer experience capabilities, technical prowess, excellent problem-solving skills, technical writing, and a customer-focused mindset.

Job Location: This role will be located in Austin, TX because it requires troubleshooting of physical hardware (we don't want to use the employees home as a warehouse for hardware storage). Relocation will not be offered. Currently the role is remote with option to go into the office in South Austin. Candidates will need to live within 1-hour of South Austin for possible commuting on our transition to hybrid work days.

Key Responsibilities:

• Provide Tier 2 technical support to Tier 1, clients, and internal teams via phone, email, and chat; escalating complex issues to engineering and product if necessary
• Diagnose and resolve advanced hardware, software, and network related issues; and assist in the diagnosis, configuration, and maintenance of networking equipment 
• Create and maintain detailed written documentation, including knowledge base articles, user manuals, FAQs, and troubleshooting guides.
• Collaborate with cross-functional teams to solve complex technical problems and implement solutions.
• Track and document all support interactions and resolutions in the ticketing system.
• Stay up-to-date with the latest industry trends and technologies.

Requirements:

• 3+ years of experience in technical support or a related role, with at least 1 year in a Tier 2 support capacity.
• 2+ hands-on experience with networking concepts and protocols, including TCP/IP, DNS, DHCP, VPN, and more
• Previous experience utilizing terminal to investigate network hardware installed remotely
• Experience in technical writing, with the ability to create clear and concise customer facing documentation including Knowledge Base articles, installation guides, and more
• Empathetic and effective verbal and written communication skills
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.

Preferred Skills:

• Relevant certifications (CompTIA Network+, CCNA, etc.) are a plus.
• Extended experience with network hardware monitoring and troubleshooting.
• Experience with remote support tools and software.
• General Knowledge of HIPAA best practices.