Job Description

About Nobi USA

Nobi USA is a leading AgeTech company and developer of the Nobi Smart Lamp committed to empower elderly and their loved ones as well as senior care providers by providing discrete technology and smart solutions to deliver best care when needed and not when unwanted. We pride ourselves on delivering exceptional products and services to our customers while fostering a collaborative and innovative work environment.

Job Description

We are seeking a highly motivated and skilled Product Support Engineer (PSE) to join our dynamic team. The PSE will be a technical resource to the wider Nobi team and needs to understand a broad set of technical domains ranging from residential electrical wiring design to Linux CLI. The PSE will also be accountable for maintaining solution viability and customer support experiences. (e.g. upgrades, repairs etc.) The successful candidate will play a crucial role in transforming customer requirements into efficient and effective solutions within tight deadlines. The PSE will be responsible for designing and supporting custom solutions that empower our customers to deliver market leading care.

Responsibilities:

Troubleshoot and resolve technical support issues related to solution configuration, delivery and maintenance for Nobi hardware and software.
Effectively manage our service desk application to document and track customer cases from initial report to resolution, maintaining detailed records of technical issues and solutions.
Provide technical expertise in integrating requirements, design, and technology, and ensuring appropriate infrastructure and system functionality.
Implement system configuration changes for new projects and developments.
Assist in the creation and updating of support documentation, FAQs, user manuals, and project as-built records.
Diagnose limitations in existing solutions affecting customer success, recommend enhancements, and propose effective solutions for configuration, delivery, and support.
Collaborate with Product Development to compile and publish release notes.
Assist in testing, staging, and repairs of products as needed.
Provide additional support to install partners and customers, including project design, training, and escalation support.
Collaborate with Customer Success, Product Development, Marketing, and Management on strategic projects and activities including planning and deploying new products based on customer requirements and feedback.
Utilize various ERP and database tools for regular tasks.
Stay up to date with new technology developments, both internal and external.
Perform other duties as assigned.

Qualifications

5+ years of relevant experience in product support, computer science, electrical engineering IoT or smart lighting engineering.
3+ years of relevant experience managing Level I & II support for a network connected technology solution.
Strong understanding of both hardware (cameras, microphones) and software (AI, mobile applications) components.
Expertise in establishing and troubleshooting Wi-Fi connections, including a thorough understanding of Wi-Fi standards, frequency bands and authentication methods
Deep understanding of electrical circuits and systems, as well as the ability to troubleshoot and resolve electrical issues related to IoT devices, software applications, and network configurations.
Knowledge of industry standards and regulations related to electrical safety, data privacy, and security principles relevant to IoT devices.
Ability to read and interpret technical documents, write routine reports and correspondence, and effectively communicate in group settings.
Knowledgeable in the construction contracting industry, with specific experience in construction processes and cycles.
Strong verbal and written communication skills for interacting with customers, team members, and partners.
Proficient in Microsoft Office, Google Workspace, ERP systems, and service desk tools.

Nice to have

Understanding of user interface (UI) and user experience (UX) principles for mobile applications.
Experience with AI-based products or services.
Familiarity with running basic commands through the Linux command-line: ssh, tcpdump, ping etc.
Experience with change management methodologies (e.g. ADKAR).
Experience in the long-term care or intellectual and developmental disability care markets.

Physical Requirements

Ability to safely and successfully perform essential job functions, including meeting productivity standards.
Willingness to travel long distances and perform tasks on-site.
The ability to carry objects, climb ladders, and maneuver in spaces to install, maintain, or repair equipment safely and effectively.

Ability to commute/relocate

Houston, TX 77024: reliably commute or planning to relocate before starting work (Preferred)

Job Type: Full-time

Pay: $85,000.00 - $95,000.00 per year

Benefits: