Key Responsibilities: Troubleshooting Support - Diagnose and resolve customer-reported issues on Dozee devices (sensors, gateways, Android management).
- Perform root cause analysis of hardware, firmware, and network failures, and drive corrective actions.
- Document incidents in JIRA (or equivalent) and maintain explicit, actionable knowledge-base articles.
- Monitor network performance, latency, and packet loss; recommend optimizations for reliable uptime.
- Assist in firmware updates, over-the-air (OTA) rollouts, and version management. Data Analytics & Reporting - Analyze telemetry and logs to identify patterns and anomalies.
- Generate weekly/monthly reports on device health metrics, uptime statistics, and MTTR (Mean Time To Repair).
- Propose data-driven improvements for predictive maintenance and proactive support. Cross-Functional Collaboration - Work closely with Software, Hardware, and QA teams to communicate field feedback and bug trends.
- Participate in sprint planning and technical design reviews to ensure supportability.
- Train Customer Success and field engineers on common quick-fix procedures and best practices.