Technical Support Engineer

Company Summary

Metron is a leading provider of AI enabled smart water management solutions that provide our customers with best-in-class, real-time water use intelligence. Metron offers both the hardware required to monitor water usage and identify costly leaks as well as WaterScope, our advanced water data software that evaluates water usage and allow our customers to quickly and easily identify risks, reduce consumption, and ultimately, increase property values. With over 30 years providing smart water solutions, Metron now has over 8,000 networked customers and 500,000 installed network devices that have saved over one billion gallons of water through enhanced efficiencies, usage reductions and leak mitigation.

Commercially, Metron Farnier is one of the fastest growing companies within the digital water space, having achieved market-leading year-over-year growth. In 2019, Metron Farnier partnered with XPV Water Partners, the world’s leading Water investor. XPV has extended the investment horizon based on their conviction in Metron-Farnier’s growth potential. Metron Farnier has the technology in place to execute on the next phase of the growth plan – there is significant opportunity within other Real Estate market segments and with Utilities.

Position Summary

As a Technical Support Engineer, you will play a crucial role in ensuring our customers receive the best support in every channel we interact with them. This position involves troubleshooting complex issues, responding to customer inquiries, and delivering exceptional service for Metron Meter products. You will be required to communicate directly with customers, both verbally and in writing, requiring excellent communication skills and diligent follow-up. In this role, you will respond to customer inquiries related to both hardware and software questions, logging the details of your interactions and the steps taken to resolve issues.

You will escalate product issues or bugs to the appropriate functional areas for further investigation and collaborate with various departments to ensure accurate and prompt technical support. You will be skilled in interacting with technical water experts, executive business owners and day-to-day operators with all different needs effectively.

Position Responsibilities:

• Filter internal Metron Sales and CX questions to streamline engineering time spent and vet requests.
• Meet with Engineering to troubleshoot 2X per week with an organized list of issues and provide follow up training and documentation to internal teams
• Provide timely responses in Teams, by Phone and Email for customers, and internal teams.
• Diligently follow up with customers on open issues and escalate as needed to leadership
• Coordinate with engineering and service departments to ensure that service performance and quality specifications are met.
• Troubleshoot warranty products and identify the need for replacement. Process returns using the approved process.
• You will focus on performance improvements through analyzing trends in customer issues and contribute to improving our products by providing feedback to the product, engineering and quality teams.
• Mentoring and Support: Act as a mentor to Customer Excellence Advocates by providing advice and guidance. Help improve the team's overall technical acumen.
• Documentation: Suggest and create detailed documentation of troubleshooting processes, solutions to common problems, and any other reports needed to understand customer data.

Candidate Requirements

• Bachelor of Science Degree in computer science, network administration or electrical engineering; or equivalent experience is desirable
• 4+ years of experience in a technical support role, particularly in engineering and mechanical fields with a focus on software support
• Self-starter and someone who takes the initiative on issues with minimal supervision
• Knowledge of ticketing systems such as Zendesk and Salesforce

Work Environment and Physical Demands

A combination of working in an office and occasional remote work. The role requires prolonged periods of sitting at a desk and working on a computer. Frequent use of hands to type, handle documents, and operate office equipment is necessary. Occasional standing, walking, and light lifting (up to10 pounds) may be required. The role also necessitates the ability to communicate effectively via phone and video conferencing, which may involve extended periods of speaking and listening.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person