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Sensi.AI - San Mateo, CA
posted 4 days ago
About the position
At Sensi.AI, we are dedicated to creating a world where every older adult receives the care they truly deserve. Guided by compassion and driven by innovation, we aim to redefine the future of caregiving. If you're passionate about making a meaningful impact, join us in advancing Sensi.AI's virtual assessment tool. This cutting-edge technology monitors seniors' health in their homes 24/7, delivering emergency alerts, actionable insights, and predictive analysis to enable proactive and effective care. Here, you'll discover exciting opportunities for professional growth, make a direct and meaningful impact on our products and company, and contribute to a mission that truly matters.
Responsibilities
- Provide Tier 2 technical support to our customers and internal teams through multiple channels, including phone, email, and chat.
- Troubleshoot and resolve software, hardware, and network-related escalated issues with a deep understanding of networking protocols and configurations.
- Diagnose and address remote network hardware concerns using command prompt and related tools.
- Create and maintain comprehensive documentation such as user manuals, FAQs, and troubleshooting guides to support internal teams and clients.
- Collaborate with cross-functional teams to solve complex technical issues, offering insights to improve products and processes.
- Identify patterns in reported issues and recommend technical or operational improvements.
- Document all support interactions and resolutions in the ticketing system.
- Stay updated on industry trends and technologies to enhance support capabilities.
Requirements
- At least 3 years of technical support experience with deep network troubleshooting skills.
- Proficient in using command prompt tools to diagnose and address remote hardware problems.
- Solid grasp of networking protocols like TCP/IP, DNS, and VPN configurations.
- Relevant certifications such as CompTIA Network+, CCNA, etc. are an advantage.
- Ability to craft clear and engaging technical documentation, from knowledge base articles to user guides and FAQs.
- Strong communication skills to convey complex technical solutions in a digestible manner.
- Analytical skills to identify patterns in reported issues and propose product or process enhancements.
- Self-motivated, problem-solving mindset, adept at independently managing escalations.
- Ability to balance autonomy with teamwork, delivering timely and effective resolutions.
- Commitment to continuous learning and adapting to evolving technologies and industry best practices.
