Customer Support Technical Specialist

Founded in 2017, Willow is a global technology start-up. The WillowTwin™ is a disruptive IoT/Data SaaS that unlocks the true potential of smart buildings and infrastructure. We are writing a new chapter in human history, with unprecedented resource optimisation and management empowered by data. 

For the second year in a row (2020 & 2021), Willow has been ranked in Linked In's Australian 'Top 25 Start-ups'. You will be joining a team of performance-driven individuals, backed by the most advanced technology the built world has ever seen. We are chartering a new course, Digital First, the Willow Way. Our 'Willow World' is fast-paced, nurturing and collaborative.

Willow is the digital twin of the built world. We enable our users to make proactive, data-led decisions in real-time, to grow profits, reduce expenses, and better manage risk. The Willow Customer Support team is responsible for detecting, troubleshooting, and resolving customer technical support issues in a timely manner. In addition, the team reports on product availability and performance and maintains systems for automated detection and tracking of customer support issues. The Customer Support Technical Specialist works closely with internal and external technical teams to identify, reproduce, and resolve technical issues and escalates issues that cannot be resolved, to Level 3 Software Engineering. 

Roles & Responsibilities:

• Manage and resolve customer technical support issues

• Reproduce technical issues and identify the root cause

• Collaborate with internal and external engineering teams to solve technical support problems

• Raise product bugs with Software Engineering

• Report on performance and availability of the WillowTwin

• Assist in the development and reporting of Service Level Indicators measuring product service quality

• Maintain systems for automated fault detection and reporting 

• Work with Engineering teams to automate Event capture from Willow systems

• Develop automated Event processing rules to diagnose and escalate faults 

• This position requires a nightshift schedule

Skills & Experience:

• Essential Skills:

• Strong problem-solving and analytical skills

• Excellent verbal and written communication skills

• Experience working with software vendors

• Nice to have:

• Familiar with customer support tools and processes: Zendesk, Confluence etc.

• Degree or diploma in software engineering or a related technical discipline 

Benefits At Willow:

We strive to have parity of perks & benefits across regions and while regulation differs from place to place, we believe that taking care of our people is the right thing to do.

• Flexible working arrangements

• Remote/hybrid working where applicable

• Competitive salary banding based on the work you do

• Career Learning & Development through Willow Academy (Education) Program 

• Up to 3 days leave each year to use towards volunteer projects you love 

• Employee Assistance Program

• Embracing parenthood with parental leave 

• Medical insurance coverage (U.S and PH)

• 401K retirement plan (U.S) 

If you are eager to work in a fast-paced, high-growth tech start-up based on collaboration and open communication, then Willow could be the place for you. See the life and culture here through the eyes of #PeopleofWillow 

As a distributed organisation, we value diversity in both backgrounds and experiences. Willow is proud to be an equal opportunity employer and is committed to making diversity, equity, and inclusion a part of everything we do. We believe that regardless of position or tenure, everyone is a leader. We at Willow never give up, we work smart, we care about our fellow human beings, and we always put our best foot forward. This translates to establishing an environment in which everyone can bring their real selves to work and make it easy for others to do the same.

To find out more, visit the website: https://www.willowinc.com

#LI-Remote