Responsibilities:
* Extensive working knowledge of the Data Platform Hardware and Software Solution and connected instruments.
* Guide the customer on best practices using the solution to meet customer expectations.
* Problem-solve and troubleshoot basic problems involving software and hardware products via video call.
* Internal champion for customer requests and needs requiring escalation to engineering, field services, or manufacturing teams.
* Provide updates and help coordinate as necessary, including remote updates, feature requests, on-site support visits, warranty replacements, and bug fixes.
* Support the sales team with technical expertise and insights.
* Work cross-functionally with the sales team to ensure a best-in-class customer experience.
* Advocate for the customer; provide updates to internal cross-functional partners (Product Management/Development) on customer perspectives, requests, and strategic insights.
* Manage CityKinect SIMs as needed for new accounts or account closures.
* Other duties as assigned by management.
Qualifications:
* Minimum of 2 years of related geotechnical experience, including comprehensive monitoring solutions.
* Minimum college diploma in a related field; equivalent education and experience will be considered.
* Strong written and verbal communication skills (English).
* Exceptional relationship-building skills.
* Comfortable troubleshooting software and hardware remotely with customers.
* Spanish or Portuguese proficiency considered a strong asset.
* This role may be considered for remote work, with onsite travel required 25% of the time. The incumbent should ideally be based in the posted location. This role works a set schedule of Mon-Fri 8am-4:30pm in their respective time zone.
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