Customer Field & Support Engineer

About Hoopo

Hoopo is a fast-growing, venture-backed startup, transforming unpowered assets into connected fleets. We empower global logistics companies in industries such as maritime, transportation, and aviation with power-efficient tracking solutions for unpowered assets.

We are looking for a Customer Field & Support Engineer with a passion for IoT and Data technologies, exceptional problem-solving skills, and a drive to enhance customer experience. This role is crucial for ensuring the seamless deployment and ongoing support of our advanced tracking and monitoring solutions.
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Key Responsibilities

Customer Relationship:

• Build and maintain strong client relationships, ensuring a high level of customer satisfaction.

Customer Support:

• Provide timely, professionally to customer inquiries via phone, email, and chat.

Issue Escalation & Collaboration:

• Escalate unresolved issues to relevant internal teams (e.g., development, advanced support) and work collaboratively to ensure resolution.

Troubleshooting & Technical Support:

• Diagnose and resolve user-reported technical issues. Familiarity with databases and SQL is a plus.

Documentation & Knowledge Sharing:

• Create and update internal documentation, including troubleshooting guides and knowledge base articles, to support efficient issue resolution.
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‍Skills & Qualifications

Education:

• Certified Practical Engineer / Electronics Engineer

Experience:

• Minimum of 2 years in a technical support role.

Language:

• Fluent in Hebrew and English, both spoken and written.

Travel:

• Willingness to travel abroad for customer training and installations, up to 20% of the time.

Problem-Solving:

• Strong analytical skills. Be able to identify root causes and implement effective solutions.

Communication:

• Excellent verbal and written communication skills for interacting with customers and documenting technical issues.

Time Management:

• Proven ability to prioritize, multitask, and meet deadlines in a fast-paced environment.

Software:

• Familiarity with Zendesk, Gmail, JIRA, and Slack is a plus