(Senior) IoT Support Engineer

Cartrack is a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a (Senior) IOT Support Engineer to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Key Responsibilities:

• Technical Support: Provide front-line technical support for IoT-enabled telematics devices, including initial diagnostics, troubleshooting, and resolution of hardware and software issues.
• Remote and Onsite Assistance: Offer support both remotely (via phone, email, or chat) and onsite as needed to assist customers in setting up, operating, and troubleshooting Cartrack devices.
• IoT Device Configuration and Setup: Device setup, network configuration, and ensure correct functionality of sensors and tracking devices.
• Issue Escalation: Identify issues that require escalation and collaborate with engineering or development teams for complex problem resolution.
• Documentation: Maintain clear and accurate records of issues, resolutions, and procedures to enhance the knowledge base for future troubleshooting..
• Quality Assurance: Perform testing on new devices and updates, providing feedback on performance and functionality to ensure quality standards.
• Presales Support: Collaborate with the sales team to provide technical expertise, product demonstrations, and solutions tailored to client needs.

Skills & Qualifications

• Technical Background: Diploma or Bachelors degree in Electrical/Electronics, Mechatronics, IT, or a related field.
• Experience in technical support and troubleshooting, ideally with IoT, telematics, or electronic devices
• Knowledge of IoT Protocols: Familiarity with CANbus, RS-232, LTE, GPS, and troubleshooting IoT connections is a plus
• Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
• Ability to communicate complex technical information in an understandable way to non-technical users.
• English communication is a must
• IOT/Embedded/Electronics Engineer willing to do technical support scope are welcomed to apply

Working location: 408 Dien Bien Phu, Ward 11, District 3, HCMC