Customer Success Engineer

The position is in Tampere, Finland or in Grenoble, France.

Wirepas is looking for a skilled and motivated Customer Success Engineer to join our customer success team.

Your primary responsibility is to help our customers (b2b) develop and deploy their products/solutions based on the Wirepas connectivity suite from technical pre-sales to mass production. The focus of your role is to guide and help customers of our Wirepas NMS (Network Management System) Product. Wirepas NMS is a backend product targeted in supporting Wirepas Mesh network management and analytics.

Wirepas NMS consists of microservices implementing Wirepas Mesh network management and analytics related logic as well as of a Web UI providing dashboards and management views for the end users. Wirepas NMS can be deployed to Kubernetes cluster or on a server-based platform depending on the scalability and fault tolerance related requirements.

In Wirepas, the Customer Success Engineer is the key driver to help customer installations to get started and deployed successfully. This role also contributes to enhancements in product content. You will be working within the Customer Success team and in close collaboration with Wirepas Backend team. You also understand both the backend technology and are persistent in supporting customers to succeed.

You will be working in a very dynamic and cross-cultural team focused on helping our customers worldwide. You will have the opportunity to assist globally whenever needed. You will work closely with our internal Customer Success team, as well as with the backend NMS team development and testing to sales. You will improve our customer experience, helping to make our products easier, simpler, and faster to integrate with our customers.

About you

You are enthusiastic about embedded software engineering and the Internet of Things. You are a self-starter who can manage your time effectively. The Customer Success engineer role requires drive and a sense of accountability. You also have an excellent analytical mind, advanced problem-solving skills, and a commitment to giving the best customer experience.

You like working with teams of diverse talent and should see opportunities where other people see challenges. You can build relations with your colleagues, mainly abroad, to help your customers locally. Having the ability to manage multiple projects at once comes easy for you. You’ll have the freedom to plan your schedule - what matters is being there for the customers when they need your expertise, not clocking in at 9.

This position may require occasional travel domestically and internationally.

As a Customer Success Engineer, your responsibilities include e.g.:

• Support deployment and onboarding of new customers by assisting with NMS setup, integration, and training
• Provide timely responses to technical requests from our customers and take ownership to resolve customer issues with best-in-class quality and reactivity.
• Monitor and maintain customer installations when needed with the NMS and cloud service tools like Grafana to ensure reliable and secure operations
• Document and communicate findings from diagnostics and support cases, contributing to internal knowledge bases and customer-facing materials
• Drive root cause analysis and service improvements involving bug reporting in close partnership with the Wirepas NMS backend team.
• Create process or troubleshooting documentation in the Global Support knowledge database.

For this role we are hoping from you:

• Comfortable using Linux (Ubuntu, Debian, RHEL), bash and git.
• Know-how on Kubernetes and Helm
• Previously working with containerized applications
• Good understanding of web services, REST, HTTP, TCP/IP networking and IPv6
• Experience with cloud infrastructures, AWS (preferred), GCP or AZURE
• Experience with relational and non-relational databases, such as Postgres
• Working comfortably across time zones in a remote setup. We’re a global team, so that sometimes means early mornings, late evenings, or the occasional weekends - whatever it takes to support the customer and get things done.
• Strong problem-solving skills.
• Highly self-motivated and detail oriented.
• Can-Do attitude, able to proactively make proposals to improve our customer experience.
• Ability to communicate fluently in English as it’s the company language.

In addition, it would be great if you have

• Experience in customer success, customer support, or field application engineering.
• Experience with wireless communication and IoT domain knowledge.
• Skills on MQTT and Docker swarm

In return, we offer you

• Nordic work culture of trust, responsibility, freedom, and value for flat hierarchies.
• Flexibility for hybrid work – we would love to see you at the office in Tampere or Grenoble weekly.
• Challenging work in the technology field. Not just fridges on the internet, but with real impact.
• Genuinely international working culture with the best talents and bright minds.
• The basics: indefinite contract with money to your bank account every month, maybe in the ballpark of 4500 to 6000€, depending on where you live and how fancy your skills are. And hey, it’s not just about the monthly pay; there might be bonuses too, because we like to keep things interesting.
• We want you to see the success you’re a part of, so we offer options for Wirepas shares.

Don’t worry if you don’t tick all the boxes; we’re sure you’re a quick learner!

Poolia is a recruitment partner of Wirepass. Please note that we do not process applications sent by email for GDPR reasons, so please submit your application via the Apply for job button in the advertisement. For more information about the position, please contact [email protected].

About the company

We’re a Finnish IoT company, straight outta Tampere. You may be thinking: “No, not more of that IoT shit.” IoT is our business, and we’ve made it The Shit. We actually can solve the problems for real, for once and for all. Even for big and bigger global customers.

Wirepas, founded in 2010 in Tampere, Finland, is a global leader in IoT connectivity solutions with people in Australia, Germany, Finland, France, India, Spain, UK and the United States. With a team of more than 80 dedicated professionals, Wirepas specializes in wireless mesh networking technology that empowers businesses worldwide to optimize operations through seamless IoT communication. Their innovative solutions are trusted by industries ranging from smart buildings and energy to asset tracking, driving efficiency and sustainability.