Senior Support Engineer - North America

Position Overview

• Location Type: Remote-First (US Office)
• Employment Type: Full-Time
• Salary: Not Specified

HiveMQ empowers businesses to transform with the most trusted MQTT platform. Designed to connect, communicate, and control IoT data under real-world stress, the HiveMQ MQTT platform is the proven enterprise standard and powers use cases in automotive, energy, logistics, smart manufacturing, transportation, and more. Leading brands like Audi, BMW, Liberty Global, Mercedes-Benz, Siemens, and ZF choose HiveMQ to build smarter IoT projects, modernize factories, and create better customer experiences.

HiveMQ is a remote-first company headquartered in Landshut, Germany, with a US office. The last time we counted, we spoke 32 languages within our diverse team at HiveMQ. We are looking for innovative, motivated, and passionate individuals to join our rapidly growing company.

HiveMQ’s Vision for this role: As a part of our Support team at HiveMQ in the role of Senior Customer Support Engineer, your primary goal is to independently solve questions and problems for our customers quickly and efficiently in order to ensure a smooth customer experience.

Responsibilities

• Support different, larger customers during escalation processes in a leading role.
• Be actively involved in evaluating and possibly improving existing processes.
• Provide hands-on support to our key-customers in order to help them overcome technical challenges.
• Be directly involved in enabling innovation for companies using cutting-edge technologies.
• Be the first point of contact and process requests from existing and prospective customers through multiple channels.
• Work in close cooperation with our quality assurance, test, and developer teams.
• Proactively improve our products and documentation.
• Independently acquire the technical know-how to understand the typical challenges of our customers step by step and are in constant exchange with the HiveMQ core developer team.
• Occasionally be on-call, in line with our shift work routine.
• Stay calm and friendly, even if our customers confront you with an elevated stress level.
• Be dedicated to providing exceptional customer support to HiveMQ customers and are always willing to go the extra mile.

Requirements

• A passion for identifying and solving complex problems
• A friendly demeanour and you are confident in person and via phone or email
• The ability to adapt to constant development and mastering new technologies
• A self starter attitude and you are able to work independently
• At least 5 years’ experience in technical support in the field of information technology
• Experience in leading communications during a customer escalation
• Basic knowledge of object oriented programming
• Solid understanding of network technologies
• Knowledge of Linux systems
• Experience with container technologies such as Docker and Kubernetes
• Willingness to fully understand all aspects of HiveMQ technology and services
• Willingness to support HiveMQ customers on site or through on-call support (separate compensation)

Company Information

HiveMQ is a remote-first company headquartered in Landshut, Germany, with a US office. They empower businesses to transform with the most trusted MQTT platform. They have worked with leading brands such as Audi, BMW, Liberty Global, Mercedes-Benz, Siemens, and ZF.