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Customer Support Engineer (Munich, DE)

Azena

Company Description

Azena (formerly known as Security & Safety Things) is an innovative IoT start-up funded by Bosch. Our goal is to be the leading open platform and marketplace for smart security and safety solutions. The platform we offer is based on a camera operating system that empowers cameras from various manufacturers. It connects to our Application Store, where leading video analytics companies offer cutting-edge apps.

If you would like to be part of our team and become our next IoT hero, we cannot wait to hear from you!

We do not only provide a state-of-the-art Tech Stack, but also a company culture where everyone of our employees can make their mark and has room to grow. Our work environment is value driven, offers a lot of flexibility and is built on trust in each other. We combine the best of the corporate and the start-up world and enjoy what we do.

Visit our career page to learn more about our values, our perks and our culture here at Azena.

Job Description

As a Customer Support Engineer, you will be in charge of all topics related to the customer care and success of our B2B IoT platform business shaping Azena’s customer-centric development. You will ensure customers are scaling effortlessly through impactful engagements, all focused on driving business and technical value. Furthermore, you will be responsible for the following tasks:

  • Establish a trusted relationship and support standards with the multiple B2B stakeholders of our ecosystem (camera manufacturers, app developers, integrators/end user)
  • Support our stakeholders with all related aspects of our offering ranging from answering queries to solving issues
  • Collaborate across teams internally (product owners and development, UX, business operations) and externally to maximize the customer experience
  • Develop and extend our knowledge base
  • Conduct internal trainings to foster the customer support mindset within our organization
  • Monitor and coordinate all customer support measures and goals
  • Ensure continuous improvement and performance management of the customer support
  • Exchange regularly and collaborate closely with all locations regarding all Customer Success related topics

Qualifications

Who you are

You are passionate about all technologies related to the IoT and disruptive businesses and have a strong understanding and interest in complex technical matters or similar
You have strong problem-solving skills and a conceptual and analytical way of thinking
You approach things in life with a positive attitude and the engine behind your motivation is a strong customer orientation

What you bring

  • 5+ years of experience as a technical customer support engineer or related position, preferably in an IoT field, start-up or a digital business environment
  • Experience with Video Management Systems (VMS), Android ecosystem or the Security Industry Experience is a plus
  • Willingness to travel 3-4 times a year
  • A pragmatic collaborative, autonomous and hands-on working-style and strong networking skills
  • Self-initiative, courage and pragmatism in order to identify and overcome impediments
  • Fluent in English

Additional Information

  • Join a great and international team — Work with international colleagues (we have more than 25 nationalities) and enjoy our great team culture inside and outside work
  • Have impact - Join a venture at an early stage and play a key part in revolutionizing and digitizing the security industry
  • Get the best out of both worlds - Enjoy the benefits of a dynamic start up environment and the security and expertise of a corporate company
  • Everyone matters - Get things moving quickly and take your own decisions within a fast-paced company culture - we live agile and flat hierarchies
  • Feel comfortable - We offer a comfortable working space, diverse employee discounts and free drinks as well as home office opportunities
  • Be yourself - Work in an open culture where everyone can be themselves and can come to work in a casual dress code
  • Have fun at work! — Our teams love to have fun and so will you
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