Technical Support Representative and QA Engineer


: $63,660.00 - $99,190.00 /year *

Employment Type

: Full-Time


: Information Technology

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Fullpower designs, develops and operates a complete platform for hybrid Edge/Cloud AI, algorithms, big data, predictive analytics, together with end-to-end engineering services. The Companys platform is backed by a patent portfolio of 125+ patents. The Companys key areas of expertise are bio-sensing, non-invasive PSG-level sleep technology. The Companys markets are in Medical Solutions, Clinical Trials, SmartHome and Wearable. Fast growing with endless opportunities, come join the Fullpower world-class team.
Fullpower Technologies is seeking a passionate, team-oriented and self motivated Technical Support and QA Engineer to assist consumers with our Sleeptracker Smartbed and mobile applications. You must be willing to work as an individual contributor as well as with a team of Customer Support and Quality Assurance Engineers. The ideal candidate will have 3-5 years of experience working in technical customer support and quality assurance. You will be responsible for troubleshooting customer issues, analyzing issue trends, solving compatibility problems and proposing solutions internally to reduce support volume. In addition to customer support, this position will involve working part time with the QA department testing smart bed solutions, wearables, mobile and desktop applications, performing sleep data collection and documenting results.
Job Responsibilities:
Provide technical support to consumers setting up and using our Sleeptracker smart bed and mobile and desktop applications
Support Sleeptracker bed setup for a variety of configurations
Provide end user support for our our mobile applications running on iPhone, iPad, and Android platformsAssist with compatibility issues which arise from Wifi security protocols and SSID and password formatting
May be asked to generate troubleshooting flow diagrams
Escalate issues and work with the QA and engineering teams on solutions
Prepare reports and metrics for issues that arise
Communicate with our parter support teams to collaborate on issues reported and solutions offered
Technical writing of documentation (user manuals/FAQs/tutorials)
Skills Required:
3-5 years experience working in customer support and quality assurance, preferably in IOT, Android, Alexa skills, Google Home or other connected products
Must have excellent verbal and written communication skills and able to answer questions in a clear and concise manor
Solid problem solving skills with attention to detail
Must be able to type efficiently to answer incoming support requests promptly
Must be well versed in home and office networking and Wifi connectivity including all security protocols
Proficient using and configuring Wifi routers and wifi range extenders
Test experience on both iOS and Android platforms
Education Preferred:
BSCS, BSEE, BSME or related field required, MSCS, MSEE , MSME or related field a plus
Other Requirements:
Fullpower does not sponsor work visas - must already by authorized to work in the United States
Associated topics: assistant, customer support, desk, excel, help desk, information technology support, support, system support, technical support specialist, troubleshoot * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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