DOMOTZ | CUSTOMER SUPPORT ENGINEER JOB POSITION

Want to leverage your experience and development skills working in the Computer Observability Industry for an innovative, fast-growing company? If yes, this role might be for you.
Domotz is now looking for a talented, passionate and motivated Customer Technical Support Engineer to join our awesome team.
The Role.
The Customer Support Engineer plays a key role in troubleshooting software issues, providing technical support, and ensuring the smooth integration of systems.
This professional will support customers and internal teams by identifying and resolving software problems, code device and software application monitoring scripts, and enhancing system functionality.
The ideal candidate has a strong background in networking, coding as well as customer support.
In a nutshell, soft skills are really important.
Key Responsibilities.
Software Troubleshooting & Support.
Provide expert technical support on the Domotz App by diagnosing, resolving, and report software issues for customers and internal users.
Troubleshoot malfunctions, identify root causes, and recommend effective solutions.
Customer Interaction & Issue Resolution.
Maintain high customer satisfaction, by addressing customer issues in timely manner.
Follow up with customers and work closely with Engineering to ensure their technical issues are resolved.
Programming & Script Writing.
Troubleshoot and code specific scripts (Javascript ECMA) that provide efficient observability/monitoring for devices as well as software services.
Documentation & Reporting.
Report Domotz Application bugs being able to use web development tools to catch errors on API calls.
Create and maintain detailed documentation on troubleshooting processes, issue resolutions, and integrations.
Continuous Improvement.
Analyze recurring issues and customer feedback to identify areas for improvement in software functionality and customer support processes.
Provide recommendations to improve the user experience and system performance.
Ideal Candidate Profile.
Bachelor’s degree in Computer Science, Information Technology, or a related field.
3+ years of experience in a technical support or troubleshooting role, with a strong focus on resolving software issues.
Knowledge of Networking and Observability.
Knowledge of JavaScript (for integration scripts), Python to automate processes.
Knowledge of OS scripting languages such as PowerShell and Bash.
Excellent problem-solving and analytical skills, with the ability to quickly diagnose and resolve software issues.
Strong communication skills and a customer-oriented mindset.
Familiarity with help desk or ticketing systems for managing support cases.
Strong technical skills in network infrastructure (CISCO CCNA Certifications will be considered as a plus).
Experience with software testing and quality assurance processes is a plus.
What We Offer.
Permanent position.
Competitive compensation package.
Hybrid-work solution, with only two days per week in our Office in Pisa.
Collaborative work environment with smart, driven colleagues who value respect and professionalism.
Opportunity for an international career growth in a very innovative company.
Attention to people's wellbeing and work-life balance.
About You.
Incessantly curious, you love to understand and diagnose, resolve, and report software issues, and you are passionate about providing expert technical support to customers and internal users.
You're equally comfortable diving deep into technical details and collaborating with stakeholders across and outside the organization.
Most importantly, you're a great team player who thrives in a collaborative work environment.
If you're excited about the challenge of enhancing our Customer Support function and working with a team of smart, good people who don't tolerate lone wolves in the workplace, we want to hear from you! About Us.
Domotz is a leading Software as a Service (SaaS) provider specializing in network monitoring and management solutions.
Our innovative platform empowers IT professionals, integrators, and service providers with comprehensive tools to manage and secure networks efficiently.
At Domotz, we are committed to delivering excellence and fostering a culture of innovation, collaboration, and customer-centricity.
Domotz is an equal-opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
Join us at Domotz and be a part of a team that's shaping the future of network management and security! All applications for this position must be submitted in English.