Source description
About the role
Provide remote assistance to field teams to diagnose and troubleshoot hardware/software issues with Dozee devices using Slack, WhatsApp, calls, or email.
Use various diagnostic tools and software including but not limited to OpenObserve, Postman, MDM, monitoring tools, and internal dashboards to remotely assess and troubleshoot issues.
Work to quickly identify the root cause of and provide effective solutions or guide field teams in implementing temporary fixes until proper resolution can be made.
Collaborate with on-field teams, engineering, Hardware and product teams to escalate complex issues and work towards long-term solutions.
Analyze device logs, system data, and dashboards to identify potential issues and provide appropriate resolutions.
Provide clear and concise instructions to field staff and customers, ensuring they understand the troubleshooting process and solutions.
Stay up to date with product updates, troubleshooting techniques, and relevant hardware knowledge to ensure effective support.
Provide insights on recurring issues and suggest improvements to enhance the product’s reliability and the efficiency of the support process.
Identify root causes of internet and Bluetooth connectivity issues, and troubleshoot in coordination with the client point of contact (POC).
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