About SmartSightsSmartSights is a global leader in industrial analytics, alarm notification, and automated reporting software. We are trusted by manufacturers and critical infrastructure providers around the globe to reduce downtime, ensure compliance, and boost productivity through real time insights and rapid response workflows.About the RoleAs a Technical Support Representative, you will assist our partners and customers in resolving issues and provide training and support to help facilitate our global growth objectives. The successful candidate will be resourceful, self-motivated, and responsible for handling both telephone and email support requests. We are looking for candidates with a strong communication, reasoning, and technical support background. If you are someone who possesses a strong work ethic, can act without being told, have meticulous attention to detail, and aren't afraid to think outside the box, then you will be a great fit in our company.You will need to present yourself professionally whether it is on the phone, in-person, or when responding to emails. Organizational skills are crucial to keeping track of issues and working efficiently. You will work with Product Management, Engineering, Channel Sales, and System Integrators to ensure we deliver not just support, but expertise.Responsibilities and DutiesResolve customer issues utilizing phone, email, and TeamViewer remote sessions, with exceptional customer relationship and ticket management skillsManage and contribute to our online knowledge baseIdentify and report software bugsCollaborate with Product Management and Software Development teams to resolve customer issuesWrite new technical documentation, support articles, and record how-to videosOffer technical training of customers as neededHandling inbound phone volume for customers based in the US, Europe, and AsiaOther duties as requiredQualifications and SkillsExcellent verbal and written communication skillsTime management and prioritization skillsBSc (Hons) Bachelor of Computer Science or BEng (Hons) Bachelor of EngineeringMinimum of 2 years' experience in a product support roleStrong customer service and critical thinking/troubleshooting skillsKnowledge of Windows Server and Desktop Operating SystemsKnowledge of Microsoft ExcelExperience with network configurationsNice to HavesExperience working with automation vendors (GE, Rockwell Automation, Schneider Electric, Wonderware, ABB, Siemens, etc.), industrial software vendors, systems integrators, or industrial distribution channelsExperience with troubleshooting hardware for use with softwareSQL Server, IIS, and Domain/AD experienceExperience with Voice technologies such as VoIPCompensation and BenefitsCompetitive salary & bonus structureRemote first companyCompetitive insurance (medical, dental, vision, STD, LTD, basic and voluntary life insurance)401(k) plan with a company matchFlexible PTO (no accruals)Career development opportunitiesSmartSights is an equal opportunity employer. We celebrate and are committed to creating an inclusive environment for all employees.