Technical Support Engineer
Puno radno vreme Ugovor Novi oglas

About the role

At PIERRE, we're looking for a Technical Support Engineer who doesn't just solve technical problems, but helps prevent them from happening again.

The core responsibility of this role is: Prevention over reaction — identify problems early, eliminate recurring issues and continuously improve the product, documentation and implementation process.

This is not a typical IT Support role.

You'll be the technical link between customers, partners, electrical designers, project managers, Operations and developers. You'll support projects and integrations, solve technical issues, identify their root causes and make sure that what we learn from Support leads to better processes and a better product.

Your responsibilities:

• Providing technical support to partners and customers throughout the project lifecycle
  Troubleshooting software, hardware and integration-related issues
• Supporting the integration of PIERRE products with third-party systems
• Managing and prioritizing tickets through our Support Portal, with clear response and resolution priorities
• Performing root cause analysis to understand why problems occur, especially recurring ones, and preventing them from happening again
• Identifying potential issues early and creating solutions, guidelines or checks before they become recurring support problems
• Working closely with developers, sharing structured feedback about bugs, recurring issues, customer and partner feedback and opportunities for product improvement
• Participating in customer and partner meetings, providing technical explanations and supporting the preparation of technical proposals and offers
• Reviewing and validating the technical side of electrical projects and proposed solutions
• Working closely with the Operations team during project delivery, implementation and ticket resolution
• Ensuring that Support receives all relevant technical information before a project handover
• Conducting post-project reviews to identify what worked well, what caused problems and what can be improved in future implementations
• Keeping the knowledge base, support guides and technical documentation up to date based on real support cases
• Organizing and delivering technical training for partners, helping them become more independent in implementing and supporting PIERRE solutions
• Participating in project kick-offs, on-site implementations, product demonstrations and trade fairs when technical support is required
• Tracking key Support KPIs, including response time, resolution time, recurring issues and customer satisfaction

What we're looking for:

• We're looking for someone with a strong technical and problem-solving mindset who is comfortable working with both people and technology.
• Someone who takes ownership of a problem, communicates clearly with everyone involved and doesn't stop once the immediate issue is resolved.
• Someone who naturally asks: Why did this happen, and what can we do to prevent it next time?

We expect:

• Experience in technical support or a similar technical role
• Strong analytical and troubleshooting skills
• Ability to independently investigate problems and identify their root cause
• Confidence in communicating with customers, partners and technical teams
• Ability to explain technical topics clearly and practically
• Good organizational skills and the ability to prioritize issues
• A proactive and responsible approach to work
• Willingness to work closely with developers, project managers and Operations
• Willingness to participate in partner trainings, customer meetings and occasional on-site activities
• Good command of English

Why we think you should apply:

• Work on a real smart home product used internationally
• Have a direct impact on the product, support process and customer experience
• Work closely with developers, project managers, Operations and international partners
• Opportunity to actively improve the way technical support works, rather than simply follow an existing process
• Professional development through hands-on work, projects and partner interaction
• Opportunity to participate in implementations and trade fairs
• Access to a wellness center and gym
• Equipment provided — laptop, monitor and everything you need for your work

About PIERRE

PIERRE is a smart home system built on proprietary hardware and software, enabling users to control their home through a simple and intuitive mobile app.

With offices in Subotica and Szeged, we develop our own technology and work with partners and customers across international markets.

As we continue to grow, our goal is to build technical support that is increasingly proactive, structured and preventive — where every solved problem becomes an opportunity to improve the product and prevent the same issue in the future.

If your mindset is “don't just fix it — understand it, improve it and prevent it”, we'd like to meet you.

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