Job Description
Key Responsibilities: Troubleshooting Support - Diagnose and resolve customer-reported issues on Dozee devices (sensors, gateways, Android management). - Perform root cause analysis of hardware, firmware, and network failures, and drive corrective actions. - Document incidents in JIRA (or equivalent) and maintain clear, actionable knowledge-base articles. - Monitor network performance, latency, and packet loss; recommend optimizations for reliable uptime. - Assist in firmware updates, over-the-air (OTA) rollouts, and version management. Data Analytics & Reporting - Analyze telemetry and logs to identify patterns and anomalies. - Generate weekly/monthly reports on device health metrics, uptime statistics, and MTTR (Mean Time To Repair). - Propose data-driven improvements for predictive maintenance and proactive support. Cross-Functional Collaboration - Work closely with Software, Hardware, and QA teams to communicate field feedback and bug trends. - Participate in sprint planning and technical design reviews to ensure supportability. - Train Customer Success and field engineers on common quick-fix procedures and best practices. Skills: Nursing, Consulting, Business Excellence, Sensors, Automation Experience: 1.00-3.00 Years
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