The company

Ingy is a global player in the smart-lighting industry. We have created a very innovative product that helps the largest lighting players in the world to extend their luminaires to be used as a backbone for a smart building. If you are thinking of a Philips Hue when hearing smart-lighting think again, we go far, far beyond this. Our playing field is entire hospitals or enormous logistic warehouses which we retrofit with a single wireless mesh containing all lighting nodes. And that is only the beginning, what we then do is we use the wireless chips in the lighting nodes to offer location based services, we for example track the location of all medical equipment in a hospital based on a radio tag that we attach to each device or we make google maps work indoors, based on our build-in Bluetooth beacon. But there is more: we deploy battery free and wireless sensors for temperature and window open/close detection which communicate through our backbone network, we count people using our light sensors and we check desk occupancy.

We are a small team, but everyone is highly capable, enabling us to punch significantly above our weight in terms of company size. People understand complex issue quickly and we often make decisions on the spot, which is possible as we show up prepared and we know our stuff. We value our people and there is a lot of coaching and mentoring available to help you master any part of the business or skillset you still need to train, but there is no place to hide and no room for any unawareness of your own strengths and weaknesses. Everyone that joins our company, finds this confrontational in the beginning, those that stay value the immense amount of learning and growth they experience at Ingy. This in no way means we do not value work/life balance (we generally stick to normal working hours, the odd exception left to the side), as a matter of fact we are very flexible in shifting working hours around our lives such a children/family/friend activity. It does mean that the hours we are at work are a few gears higher up then some might be used to.

The role

You will be the person ensuring that our customer have all technical support, training and information they require to be successful. Your work on a daily basis will include:

  • Helping our customers trailing our solution to have an optimal experience
    • gathering hardware and software components from different partners
    • pre-configuring the setup for the customer so the whole setup will work plug and play
    • prepare all documentation for the customer and give him a customized short instruction on where to start based on their specific intended use of our product
    • Train the customer in how to use the system and explain the system technical capabilities and how to best use it
  • Providing remote support to customers
    • Be the primary contact person for all incoming support tickets in our support system, ensure all tickets are responded to in a timely manner and customers are updated on the status of their request
    • Ask clarifying questions until the exact issue is clear
    • If possible, clarify with the customer how to use the system to achieve their objective and point them to the right documentation
    • If it looks like our system is not working correctly, reproduce the issue and make a bug report to development with a clear and concise report on how to reproduce the issue
    • Escalate the issue to 3rd line support if you are unable to resolve the issue
  • Provide onsite commissioning support to customers (typically western Europe) for customer that hire us to provide on-site support services (incidental)
  • Support partners that are joining our ecosystem with integrating their product with our software (can be a hardware supplier integrating our software on their embedded hardware or a software integration based on APIs)

Your profile

  • A technical background which must include previous experience on the Linux command line (this is not something you can learn on the job, you do not need to be a kernel developer, but you must be able to perform basic tasks on the command line: editing files, navigating directories, configuring a network interface, working with a package manager, checking system log files etc.)
  • Basic knowledge of network and IT systems, you should have used and configured end-user PC with systems like VPN, firewalls, port forwarding, DHCP, DNS etc.
  • Worked in customer facing roles and you have a stellar ability to communicate with customers
    • You are an excellent communicator both in understanding what a customer tries to tell you and explaining a complex issue to a customer
    • You can always put yourself in the customers shoes and know how to make them feel great after each interaction
    • You are aware of customer relation sensitivities and understand how to communicate with a customer appropriately given our relationship and wider interests
  • Analytical and a problem solver, you can think over multiple subsystems and identify in which subsystem the issue must be, without knowing the details of each subsystem
  • Some basic knowledge of electronics and embedded software
  • It would be great if you can do some basic scripting or simple programming (like a simple bash script or basic Python script)
  • You definitely know how to use Google and find basic resources on how to solve basic technical challenges
  • We love to hear about your Arduino based home made weather station, how you build your own raspberry pi based robot vacuum cleaner based on an open-source project or how you have setup your own Linux home server to share all the media files.

 

What we offer

  • Being part of an exciting startup just about to hit scale
  • Very flexible work from home / remote policy. The company is fully supports working from home / remotely (although we do have an office and do value seeing each other, which means we do expect you to be in the office regularly)
  • Flexible IT policy choose your own devices and environment
  • Flexible secondary conditions, choose between pension, car, cash, education, bike lease as fits you
  • Be part of a proper startup entering scaling phase, we have found product market fit and our product has been tried and tested, but we still have the flexibility to write a lot of the rules around how to scale our product