As a Product Support Engineer at CloudRail, you’ll be part of a dynamic and agile team where each member can uniquely shape our products. Our vision is to empower manufacturers to unlock the full potential of their factories, no matter where they are in the world. Leveraging our advanced technology and commitment to innovation, we’re revolutionizing the way factories operate and contribute to a more connected, efficient, and sustainable future for all.

Your responsibilities include all the duties expected of an efficient and effective Product Support Engineer:

• Provide technical support and troubleshooting assistance on software application-related issues
• Coordinate with the product development team to understand product changes and updates
• Maintain documentation of all processes associated with administration and support
• Report common patterns, questions, and technical issues to the product team
• Collaborate with stakeholders to communicate customer needs and preferences
• Stay up-to-date with emerging trends and technologies related to product support engineering and SaaS platforms

About You

First and foremost, we are looking for passionate support professionals: people who love solving problems, improving products, and are driven to continually improve. We need self-starters with a drive to make a meaningful impact on our continually improving product suite. Start-ups don’t have room for politics; we openly challenge each other’s ideas, but once a decision is made, we’re fully committed to the outcome. Every team member must take responsibility for the success of the company, not just their own work. In return, you’ll have the autonomy to achieve your goals your way. We encourage everyone to take calculated risks, as most decisions are reversible. Speed is crucial, so we rapidly prototype and iterate to find out what works while continually improving our processes.

While we value experience over formal qualifications in a fast-paced start-up, our ideal candidate possesses experience in the following areas:

• Proven experience as a Product Support Engineer or similar role, ideally with a background in providing first-level technical support to customers.
• Strong understanding of software development life cycle (SDLC) and Agile methodologies.
• Basic understanding of manufacturing processes, industrial applications, IoT devices, and gateways.
• Ability to troubleshoot issues related to device and cloud connectivity.
• Proficiency in ticket management platforms such as Freshdesk or Service Now.
• Familiarity with IoT platforms and the ability to provide support on frontend and backend issues.
• Capacity to understand and reproduce customer-reported issues to identify root causes and provide resolutions.
• Understanding of firmware applications, production testing during releases, and the use of best practice documents/SOPs for troubleshooting.
• The ability to work flexible hours, handling product support and customer escalations effectively.
• Basic knowledge of cloud-based infrastructure, such as AWS or Azure, is a plus.

About Us

We currently have 11 employees, 7 in India and 4 in Germany, and we’re planning to scale the team by 50% until the end of the year. Our team is sociable, diverse, and a lot of fun to have around. We’re not just developing technology; we want to build products that delight customers worldwide. To do this, we work diligently to earn and maintain customer trust while continuously improving our product based on customer feedback.

What We Offer

• The opportunity to have a real impact in shaping an exciting new product
• Opportunities for professional growth and development, including regular performance reviews and training programs
• A flexible work schedule, with the ability to work remotely or from home when needed
• Freedom to choose your approach: We hate micromanagement and let you find your own solutions
• A dynamic and collaborative work environment, with opportunities to work with a talented and diverse team of professionals from around the world
• Access to cutting-edge technology and tools, including the latest software platforms and development tools.