AssetWatch, Inc.

Role Description As a Firmware Engineer at AssetWatch, you will work on production firmware for industrial IoT devices, including: - Vibration sensors - BLE-enabled devices - Edge hubs - Diagnostics - Firmware updates - Wired and wireless networking - Wi-Fi communication - Cybersecurity-sensitive firmware protocols - Manufacturing/test workflows You will collaborate closely with: - Hardware engineering - Test engineering - Backend/cloud teams - Product - Support - Cybersecurity stakeholders - Manufacturing partners This role is ideal for someone who enjoys: - Hands-on embedded development - Real hardware debugging - Wireless and wired communication - Production-quality release discipline - Secure firmware design - Cross-functional problem solving Qualifications - Experienced in using AI tools to accelerate FW production and quality - Strong experience developing production embedded firmware in C or C++ - Hands-on experience debugging firmware on real hardware using tools such as J-Link, oscilloscopes, logic analyzers, power profilers, serial logs, packet captures, network logs, or equivalent lab/debug equipment - Experience with Git-based development workflows, pull requests, code review, branching, and release discipline - Understanding of embedded communication protocols, device state machines, diagnostics, logging, and fault handling - BLE experience, especially GATT, central/peripheral roles, scanning, connection lifecycle, pairing/bonding, encryption, authorization, Nordic/nRF, or NUS-style command interfaces - Wi-Fi experience, especially 802.11 behavior, WPA2/WPA3, provisioning, connection management, roaming, signal quality, reconnection behavior, and wireless diagnostics - Wired networking experience, especially Ethernet interfaces, link detection, IP configuration, routing, DNS, DHCP, firewalls, VPN behavior, and network troubleshooting on embedded Linux or edge devices - Experience securing connected firmware systems using TLS/mTLS, certificates, secure provisioning, device identity, signed firmware, secure boot, encrypted OTA/FOTA, key management, or secure storage - Experience with network-connected devices using protocols or technologies such as Ethernet, Wi-Fi, cellular, TCP/IP, UDP, DNS, DHCP, TLS, MQTT, HTTP/HTTPS, VPNs, or similar device communication paths - Experience with firmware cybersecurity principles and secure communication protocols, including authentication, authorization, encryption, secure credential handling, secure firmware update concepts, and protection of device communication interfaces - Experience working with wireless, sensor, IoT, embedded Linux, RTOS, or similar connected-device systems - Ability to collaborate across firmware, electrical engineering, mechanical engineering, test engineering, backend/cloud, cybersecurity, product, support, and manufacturing teams - Strong written communication skills and a willingness to maintain clear technical documentation - Practical problem-solving mindset for ambiguous hardware, firmware, networking, cybersecurity, and field reliability issues Requirements - Experience with low-power battery-powered devices, sleep states, current measurement, power optimization, and field reliability - Experience with embedded Linux, Debian packaging, system services, shell scripting, Makefile/CMake, systemd, networking tools, or device-side daemons - Experience with MQTT, JSON payloads, diagnostics, sensor schedules, edge-to-cloud communication, or industrial IoT systems - Experience with OTA/FOTA firmware updates, rollback strategy, release validation, production deployment risk management, and cybersecurity review of update mechanisms - Experience with CI/CD pipelines, semantic versioning, changelogs, release branches, package repositories, build automation, and software bill of materials or vulnerability tracking - Experience supporting EVT/DVT/PVT, manufacturing test, end-of-line testing, fixture automation, IQA, CM coordination, or production ramp - Experience with vibration sensors, condition monitoring, industrial equipment, or other ruggedized field hardware Benefits - Competitive compensation package including stock options - Flexible work schedule - Comprehensive benefits including retirement plan match - Opportunity to make a real impact every day - Work with a dynamic and growing team - Unlimited PTO Company Description AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – to build the future of predictive maintenance. AssetWatch helps industrial teams monitor the health of critical equipment through connected hardware, sensing, analytics, and condition monitoring workflows.

Role Description AssetWatch is looking to hire our next Backend Engineer on our Data Services team. The Data Services team designs, manages, and optimizes critical backend data infrastructure and pipelines supporting AssetWatch’s condition monitoring and predictive maintenance solutions. Our team maintains and evolves serverless architectures, builds robust APIs, ensures efficient database operations, and drives improvements in data ingestion and alerting systems. We collaborate closely across multiple engineering teams to enhance system performance, scalability, and reliability, ensuring seamless data flow and availability. - Design, develop, and maintain secure, scalable, and highly available microservices, integrations, and jobs. - Work closely with the other backend engineers to enforce consistent and scalable architecture. - Develop and optimize serverless architectures, leveraging AWS Lambda, API Gateway, and related technologies. - Write and optimize performant SQL queries, stored procedures, and database schemas using MySQL. - Monitor, manage, and optimize alerting systems including Sentry and Slack integrations to proactively address infrastructure and database health. - Create, manage, and improve infrastructure-as-code (IaC) scripts and Terraform templates. - Automate CI/CD pipelines, enhancing developer efficiency and ensuring seamless deployments. - Work closely with Data Team to follow and mature best data practices including integration pipeline strategy. - Collaborate with Product and Engineering Teams to identify, plan, and implement system improvements, addressing technical debt and enhancing overall data stack efficiency. - Participate actively in an on-call rotation, managing and coordinating production deployments and production support. - Conduct thorough code reviews, support and guide Engineering Teams with backend best practices, and maintain comprehensive documentation. Qualifications - Strong proficiency in Python development, specifically within AWS serverless environments. - Deep knowledge of AWS services including ECS, Lambda, API Gateway, S3, CloudWatch, IAM, RDS Aurora, SNS, and SQS. - Experience working with third-party APIs and SaaS applications, integrating external services into backend systems. - Experience designing and building scalable APIs, including API documentation, authentication methods, and adherence to best practices, leveraging modern frameworks and patterns. - Solid experience managing infrastructure using Terraform and familiarity with IaC principles. - Expertise with SQL and NoSQL databases, specifically MySQL and DynamoDB, including query optimization and performance-oriented schema design. - Experience with Git, pipeline automation, CI/CD methodologies, and Agile practices (Jira). - Excellent problem-solving and organizational skills, with the ability to manage multiple priorities effectively while operating in a self-driven, ownership-oriented way. - Strong communication skills, both written and verbal, facilitating collaboration across diverse technical teams. - Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field. - Proven experience designing and implementing backend solutions in complex, scalable cloud environments. - A proactive learner, eager to explore new technologies and methodologies. - Comfortable in dynamic, collaborative environments, able to work independently and in teams. Preferred Qualifications - Experience integrating comprehensive testing strategies within CI/CD pipelines. - Experience with IoTCore and time series databases. - Background in managing complex data ingestion workflows and reducing alert fatigue. - Familiarity with monitoring/logging solutions beyond AWS offerings. Benefits - Competitive compensation package including stock options. - Flexible work schedule. - Comprehensive benefits including retirement plan match. - Opportunity to make a real impact every day. - Work with a dynamic and growing team. - Unlimited PTO. Salary Range The base salary range for this full-time position is $120,000 — $155,000 USD, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.

Role Description The Customer Success Team Lead is a strategic, hands-on role responsible for managing and guiding a team of Customer Success Managers (CSMs). This position plays a vital role in scaling our customer success function and ensuring top-tier service delivery, with a focus on client retention, growth, and satisfaction. You'll also foster team development, support strategic initiatives, and help shape the future vision of AssetWatch's customer success journey. This role is located in the United States. Team Management & Leadership - Supervise, coach, and develop a team of CSMs, focusing on best practices, account strategies, and growth opportunities. - Drive career progression within the team, ensuring each CSM has a clear development path and regular access to professional growth opportunities. - Conduct regular check-ins, performance reviews, and professional development sessions with team members. - Monitor key customer success metrics (e.g., NPS, retention, and account health), identifying and implementing corrective actions when needed. - Support team members in contract renewals and upsell/cross-sell initiatives, assisting with escalations as necessary. - Collaborate with the Director of Customer Success to implement and evolve processes, playbooks, and SOPs that enhance team efficiency and client satisfaction. - Coach CSMs to drive strong account health, proactively identifying risks and implementing solutions to address potential issues. - Guide the team to conduct regular business reviews and strategic planning sessions that align with client goals and surface growth opportunities. Cross-Functional Collaboration - Collaborate closely with Product, Engineering, and Sales teams to deliver consistent value and address customer needs and expectations. - Partner with the Product team to provide client-driven feedback, prioritize requests, and support the rollout of new features. - Work with Marketing and Sales to align on customer goals related to CARR (Contracted Annual Recurring Revenue) and ARR (Annual Recurring Revenue) targets. Process Improvement - Help implement tools and processes that increase team efficiency and streamline customer communications and support. - Contribute to strategic projects aimed at improving the customer experience, account management practices, and scaling customer success operations. - Actively participate in developing customer-facing resources and documentation that enhance onboarding, training, and account management. Qualifications - 4+ years of experience in customer success, account management, or a related field, with 2+ years in a team lead or supervisory role. - Proven ability to lead, motivate, and develop a team of customer success professionals, ensuring consistent achievement of customer and business goals. - Track record of exceeding customer retention and expansion targets, with the ability to build strong, trusted customer relationships. - Strong organizational and project management skills, with the ability to balance individual customer account management with team leadership responsibilities. - Fluency in English. Preferred Qualifications - Experience in the manufacturing industry or with predictive maintenance technology. - Familiarity with CRM platforms (Salesforce preferred) and remote communication tools (Zoom, Slack, etc.). - Additional language skills beyond English are a plus. Benefits - Competitive compensation package including stock options. - Flexible work schedule. - Comprehensive benefits including retirement plan match. - Opportunity to make a real impact every day. - Work with a dynamic and growing team. - Unlimited PTO.

Role Description We are seeking a Senior Payroll Analyst to join our growing finance team, reporting to the Director of Accounting. This individual will be responsible for the accurate and timely processing of domestic and international payroll across the organization. This role serves as a subject matter expert on payroll operations, tax compliance, and system administration—primarily within Rippling—while partnering closely with HR, Finance, and Legal to ensure regulatory compliance and operational excellence. This role is located in the United States (remote). Key Responsibilities - US Payroll Processing - Manage end-to-end semi-monthly, bi-weekly, and off-cycle US payroll runs in Rippling for all employee types, including full-time, part-time, and contractors. - Review and validate payroll inputs including new hires, terminations, salary changes, bonuses, commissions, and deductions prior to processing. - Ensure proper configuration of Rippling payroll settings including pay groups, earnings codes, deduction types, and benefits integrations. - Partner with HR and Finance to reconcile payroll data and resolve discrepancies in a timely manner. - Administer garnishments, wage assignments, and other court-ordered deductions in accordance with applicable law. - International Payroll Processing - Oversee payroll processing for international employees across multiple countries, working with in-country payroll providers and Rippling's EOR/global payroll infrastructure. - Coordinate payroll calendars, funding schedules, and approval workflows to meet international payroll deadlines. - Maintain awareness of country-specific payroll regulations, mandatory contributions, and statutory deductions (e.g., social insurance, pension, income tax withholding). - Serve as the primary liaison with third-party international payroll vendors, ensuring data accuracy, timeliness, and compliance. - Payroll Tax Compliance & Filings - Review federal, state, and local employment tax returns including Form 941, FUTA (940), state unemployment insurance (SUI), and local withholding filings to the applicable jurisdictions. - Manage registration, maintenance, and closure of employer tax accounts across all required US jurisdictions as the company expands or reduces its footprint. - Ensure accurate and timely year-end processing including W-2, W-2c, and 1099 filings, and coordinate distribution to employees. - Monitor and respond to notices from tax agencies; research and resolve tax discrepancies, penalties, and interest assessments. - Stay current on legislative and regulatory changes affecting payroll tax obligations and update internal processes accordingly. - Support international payroll tax compliance by coordinating with local advisors on statutory filings, annual employer returns, and employee tax certificates (e.g., P60, T4, BAS). - Systems, Reporting & Process Improvement - Serve as a Rippling power user and internal resource for payroll configuration, troubleshooting, and new feature adoption. - Build and maintain payroll reports and dashboards to support Finance, HR, and executive leadership needs. - Maintain payroll controls documentation, standard operating procedures, and audit-ready records. - Lead or participate in payroll-related audits, both internal and external (e.g., workers' compensation, SOX). - Identify and drive process improvements that increase efficiency, accuracy, and scalability of payroll operations. - 401(k) Audit Coordination & Support - Serve as the primary payroll contact for the annual 401(k) plan audit, coordinating with the plan administrator, TPA, and external auditors throughout the engagement. - Prepare and deliver audit-ready payroll data including eligible compensation, employee and employer contribution schedules, deferral elections, true-up calculations, and census data. - Reconcile 401(k) contribution remittances against payroll records and plan statements to ensure accuracy and timeliness of deposits in accordance with DOL guidelines. - Identify, research, and support correction of contribution errors or late deposits, including preparation of VFCP filings or self-correction documentation as needed. - Maintain organized audit support files including payroll-to-plan reconciliations and funding confirmations throughout the plan year for rapid retrieval during audit. - Partner with HR Benefits and PeopleOps to ensure plan eligibility, auto-enrollment, catch-up contributions, and loan repayments are accurately reflected in payroll. - Support Form 5500 preparation by providing payroll-sourced data and responding to auditor inquiries related to compensation and contribution testing. Qualifications - 5+ years of end-to-end payroll processing experience, including multi-state US payroll. - Demonstrated experience with Rippling payroll administration. - Hands-on experience with employment tax filings across federal, state, and local jurisdictions. - Strong understanding of US payroll regulations, including FLSA, IRS withholding requirements, FICA, FUTA, and SUI. - Experience managing relationships with third-party payroll or EOR vendors for international employees. - Proficiency in Microsoft Excel or Google Sheets for data analysis and reconciliation. - High degree of accuracy, confidentiality, and attention to detail. Preferred Qualifications - Certified Payroll Professional (CPP) or Fundamental Payroll Certification (FPC) designation. - Experience processing payroll in Canada, UK, Mexico, or other key international markets. - Familiarity with NetSuite or similar ERP/HRIS platforms and payroll data integrations. - Experience supporting payroll in a high-growth, scaling environment. Benefits - Competitive compensation package including stock options. - Flexible work schedule. - Comprehensive benefits including retirement plan match. - Opportunity to make a real impact every day. - Work with a dynamic and growing team. - Unlimited PTO.

Role Description The primary function of the Condition Monitoring Engineer is supporting the company’s unique value proposition by generating high quality and actionable data and information for its industrial customers. This role works closely with product development, installation and customer support teams, as well as customers’ reliability engineers. In this role, you will: - Collect and analyze vibration and temperature data at client sites, customizing data processing to the client’s asset and determining if maintenance is needed. - Perform vibration data collection, data analysis, software modeling and programming, and engineering evaluations. - Evaluate machinery health and condition, through detailed analysis of vibration data. - Develop software modeling and programs to maintain and expand vibration data analysis library to improve ability to process data. - Provide high-quality, actionable information to clients (e.g. setting appropriate alarm levels within the analytical tools to alert customers of pending failures). - Accompany hardware installation team and recommend placement of machine condition sensing units. - Lead and grow AssetWatch predictive maintenance (PdM) tool develop program. - Expand AssetWatch expertise in machine condition monitoring, beyond vibration analysis, to include ultrasonic analysis, oil/fluid analysis. - Work closely with the product development team to create high-valued hardware and software solutions and expanded product offerings. Qualifications - Minimum of five years of relevant experience with vibration data collection and analysis, ideally using FFT analyzers and predictive/preventative maintenance software. (Must demonstrate technical competence.) - Valid ISO Category II, or higher, vibration certification preferred. Continued certification expected. - Strong understanding of electro-mechanical fundamentals, including AC induction and DC motors. - Strong mechanical background with industrial equipment - centrifugal and reciprocating compressors, turbines, blowers, pumps, gearboxes, hydraulics, pneumatics, etc. - Proficient with the operation of one or more analyzers measuring vibration spectra and time waveforms. - Proficient with developing optimum corrective actions based on findings of acquired field vibration analysis data, observations and discussions with key plant personnel. - Must be able to work on and around elevated fixed and rotating equipment. - Proficiency with Microsoft Office Suite and standard PC applications. - Good communication and interpersonal skills. - Desire to work in a “startup” environment and have a “startup” mentality – work collaboratively with others across all levels of the organization; resolve obstacles that may prevent the organization from achieving its mission; wear many hats as needed. - Be customer focused - demonstrate the desire and knowledge to understand customer needs; provide personalized, professional service, accurate information and continuous communication. - Demonstrate integrity - behave ethically, act fairly, and take responsibility for accomplishing work. Benefits - Competitive compensation package including stock options. - Flexible work schedule. - Comprehensive benefits including retirement plan match. - Opportunity to make a real impact every day. - Work with a dynamic and growing team. - Unlimited PTO.

Role Description We are seeking a Sales Operations Systems Analyst to support and scale our go-to-market operations. This role will serve as a primary resource for CRM administration, user support, data quality management, system enhancements, and process execution across Sales. The ideal candidate combines strong technical aptitude with a customer-service mindset. They enjoy solving problems, improving processes, maintaining data integrity, and partnering closely with business stakeholders to drive operational excellence. This position reports to the Director of Revenue Operations and will work closely with Revenue Operations, Sales Leadership, Deal Desk, Customer Success Operations, and Business Systems teams. This role is located in the United States. Responsibilities - Sales & Revenue Systems Administration - Serve as a primary resource for day-to-day support of Salesforce and related go-to-market technologies. - Investigate, troubleshoot, and resolve system, process, and data issues reported by business users. - Partner with Business Systems and Development teams to document requirements, validate solutions, and support deployments. - Execute user acceptance testing (UAT) and assist in validating system enhancements before release. - Monitor system adoption and identify opportunities to improve user experience and process adherence. - Support technology implementations, migrations, and operational rollouts across the go-to-market organization. - User Support & Stakeholder Partnership - Serve as a primary point of contact for inbound sales operations and systems requests. - Manage and resolve support tickets in a timely and professional manner. - Partner directly with Sales, Deal Desk, Customer Success, and Leadership teams to understand business needs and recommend solutions. - Communicate system updates, process changes, and best practices to end users. - Deliver occasional live trainings and create short enablement videos to support process adoption. - Data Quality & Governance - Monitor CRM data quality and proactively identify data integrity issues. - Manage duplicate records, account ownership, territory assignments, and enrichment processes. - Maintain integrations with enrichment and data providers such as ZoomInfo and similar platforms. - Identify trends and root causes of recurring data issues and recommend preventative solutions. - Support ongoing governance efforts to improve system accuracy, consistency, and scalability. - Process Improvement & Documentation - Document business processes, system configurations, and operational procedures. - Create and maintain training materials, knowledge base articles, and process documentation. - Identify opportunities for automation and operational efficiency improvements. - Assist in designing scalable workflows that improve user experience and reduce manual effort. - Reporting & Operational Analysis - Support reporting and analysis related to territories, account assignments, capacity planning, pipeline hygiene, and operational performance. - Validate data used in forecasting, territory planning, and executive reporting. - Assist in identifying trends, gaps, and operational risks through data analysis. - Provide actionable insights that support decision-making across the go-to-market organization. Qualifications - 2+ years of experience in Sales Operations, Revenue Operations, Business Systems, CRM Administration, or a related field. - Experience working within Salesforce. - Strong understanding of CRM data structures, reporting, and workflow management. - Experience managing data quality, deduplication, enrichment, and user support processes. - Understanding of CRM data structures, sales processes, and go-to-market operations. - Experience supporting business users, troubleshooting operational issues, and documenting requirements. - Experience participating in system testing, UAT, or technology implementations. - Strong analytical and problem-solving skills. - Excellent written and verbal communication skills. - Ability to explain technical concepts to non-technical stakeholders. - Highly organized with strong attention to detail. - Ability to manage multiple priorities in a fast-paced environment. Preferred Qualifications - Experience with ZoomInfo, Clay, Gong, Nooks, or similar GTM technologies. - Experience with workflow automation tools such as Zapier. - Experience supporting territory management and account assignment processes. - Experience creating training content, documentation, or user enablement materials. - Familiarity with SaaS sales and revenue operations processes. Benefits - Competitive compensation package including stock options. - Flexible work schedule. - Comprehensive benefits including retirement plan match. - Opportunity to make a real impact every day. - Work with a dynamic and growing team. - Unlimited PTO.

Role Description This role exists to build the organic channel from the ground up and turn it into a compounding pipeline asset. - Own the full roadmap: keyword architecture, AEO content structure, and technical SEO requirements. - Work directly with our Webmaster (implementation) and Content Manager (executes your briefs). - Monitor organic traffic, keyword movement, and conversion data daily. - Build and own a clear, documented path from current organic performance to consistent, qualified pipeline. - Be the internal expert on Answer Engine Optimization (AEO). Qualifications - 5+ years in an in-house or hybrid SEO role at a B2B SaaS, industrial tech, or manufacturing-adjacent company. - Demonstrated obsession with performance data. - Proven record of connecting search performance to pipeline. - Deep technical SEO fluency. - Documented keyword research results expressed in business terms. - Familiarity with AEO / GEO. - Strong analytical skills. Requirements - Experience in industrial, manufacturing, or IIoT markets. - Experience briefing and managing content writers to SEO standards. - Familiarity with HubSpot CMS, Salesforce, and multi-touch attribution models. - Experience building search from scratch in a market-creation or category-definition phase. Benefits - Competitive compensation package including stock options. - Flexible work schedule. - Comprehensive benefits including retirement plan match. - Opportunity to make a real impact every day. - Work with a dynamic and growing team. - Unlimited PTO.

Role Description As the Program Manager for electrical monitoring at AssetWatch, you own the program end to end, the offering, the customer outcome, and the domain expertise that drives hardware and software roadmap decisions. You own how software and hardware come together into a monitoring program that delivers value, and you own curating the customer experience. - Work with the PMO and product marketing to ensure we have the right collateral, decks, messaging, and content that clearly communicates the “why” behind this product. - Partner with the Hardware PM and Software PM to translate field insight and domain expertise into their roadmaps, toolsets, feature development, workflows, and what's needed to deliver real value to the customer. - Partner with marketing to show up at trade shows and industry events, articulate the value of electrical monitoring alongside complementary technologies like vibration and lubrication. - Work across sales, CME, the Hardware and Software PMs, and their engineering teams to ensure everyone understands their role, has clear OKRs, and is accountable for their piece. - Avoid single points of failure. Operational Execution - Shepherd the electrical monitoring program through its full lifecycle - from early development through delivery and scaling. - Own the delivery experience end to end, understanding that “the experience” includes the field technician assigning sensors, the customer POC doing the install, and a whole set of unknowns. - Get into the field, be present for installs, and understand how customers are experiencing this product in real environments. - Write alerts, monitor the data, and build your expertise over time. - Make decisions even when you don’t have all the information, making calculated moves and course-correcting with data when needed. Metrics, Performance & Accountability - Define what success looks like for the program and track it. - Continuously assess what’s working and what isn’t, and course-correct fast. - Stay current on what’s emerging in the space and bring relevant ideas back through your partnership with hardware, software, and product. People Leadership & Development - Currently, this role does not have direct reports. As the program grows, you will be expected to identify what talent is needed, make the case for it, and build it. Qualifications - Bachelor's degree in electrical engineering or equivalent experience. - 3+ years of experience in a program management, product, or technical leadership role. - Strong track record of cross-functional execution - getting teams aligned and moving. - Comfort working in a startup-style environment where the playbook isn’t always written yet. - Familiarity with industrial equipment or condition monitoring is a plus but not required. - Multi-sensor integration or data science experience is a bonus - Future requirement. - Excellent communicator who can move between customer conversation, a marketing brief, and an engineering discussion without losing the thread. - Comfortable with 40% travel as the product takes off and for onsite leadership meetings and installs as needed. Benefits - Competitive compensation package including stock options. - Flexible work schedule. - Comprehensive benefits including retirement plan match. - Opportunity to make a real impact every day. - Work with a dynamic and growing team. - Unlimited PTO.

Role Description The Customer Support Representative (Bilingual, Spanish) will develop an understanding of AssetWatch products and services to support both hardware and network outages for external customers. This role requires fluency in both English and Spanish to effectively support and communicate with a diverse customer base. You will collaborate with stakeholders to ensure timely resolution and long-term solutions. - Manage multiple incoming streams of support requests via software platforms, phone, email, and internal channels - Provide support to customers in both English and Spanish across written and verbal communication channels - Support a customer base primarily located in Mexico, ensuring clear, culturally aware, and effective communication - Coordinate with internal and external stakeholders as needed to address complex cases and ensure long-term solutions - Work cross-functionally to support delivery of a high-quality customer experience, including sharing customer feedback with Product teams - Proactively contact customers to resolve issues before they escalate - Build strong, trusting relationships with customers and internal stakeholders through timely and effective communication - Identify opportunities to proactively address potential challenges or recurring issues - Meet or exceed case management and response time expectations - Utilize multiple software tools to diagnose issues and implement appropriate solutions - Promote customer loyalty through recognition and engagement initiatives - Perform other responsibilities as directed by the AssetWatch Support Manager Qualifications - 2+ years of experience in technical support or a related field - 2+ years of customer service experience (in-person or virtual) - Professional fluency in both English and Spanish (written and verbal), with the ability to support customers in both languages as a core job function - Experience working in high-volume support environments and ticketing systems - Experience with CRM platforms (Salesforce strongly preferred) - Ability to effectively use remote communication tools (e.g., Zoom, Slack) to collaborate and provide support - Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment Benefits - Competitive compensation package including stock options - Flexible work schedule - Comprehensive benefits including retirement plan match - Opportunity to make a real impact every day - Work with a dynamic and growing team - Unlimited PTO

Role Description The Field Coordination team serves as the central hub between customers, field technicians, and internal teams—ensuring work is scheduled, supported, and executed seamlessly. They proactively manage incoming requests, troubleshoot issues in real time, and coordinate across stakeholders to deliver a consistent, world-class customer experience. Through strong communication and operational oversight, they help keep field operations running efficiently while anticipating and resolving challenges before they impact the customer. - You want to be an integral part of creating the future of condition-based monitoring with industrial manufacturers. - You pride yourself on delivering the absolute best customer experience possible. - You are comfortable working autonomously, in a fully remote environment, through daily tasks and challenges. - You have a start-up mindset and an ardent desire to help build a great company from the early stages. - You are the epitome of a team player who communicates and collaborates with other team members and divisions fluidly. - You are an eternal optimist and know that every issue is an opportunity to show how great our customer support process is. - You know that Han shot first in the bar scene in Star Wars. - You possess great empathy and can solve customer problems with speed and precision when problems arise. - You are obsessed with our customers and creating a world-class customer experience. - You have a growth mindset and are not happy with the status quo or doing the same thing day in and day out. - You know that great things can be accomplished when intelligent, passionate people work together toward a common goal. - You have no problem jumping in to support the team wherever that may be, regardless of defined role. Responsibilities - Rapidly respond to and address field technician concerns as they arise. - Develop a deep knowledge of company software and hardware solutions to deliver the right solution to customer and internal challenges. - Manage multiple incoming streams of scheduling requests coming in via software, phone, email, and Slack. - Coordinate with internal and external stakeholders as needed to address more challenging concerns and ensure a long-term solution. - Work internally across multiple departments to ensure and support the delivery of a world-class customer experience. - Build a strong, trusting relationship with internal stakeholders through fluid and timely communication. - Identify opportunities to proactively address potential challenges. - Utilize numerous software tools to accurately diagnose problems and proceed with the correct solution. - Assist our Field Service Team via timely confirmation of on-site visits and facility reviews. - Schedule and confirm work orders for the Field Service Team. - Work with our Partner organizations to fulfill a seamless experience for their customers. - Respond to inventory concerns raised by our supply chain team to account for hardware. - Other responsibilities as directed by the Field Coordination Manager. Qualifications - Some form of technical support or equivalent experience. - 2-5 years of customer service interaction in a startup environment. - Experience with CRM platforms (Salesforce proficiency required). - Ability to use remote communication tools to interact and add value to internal and external stakeholders (ie. Zoom, Slack, etc). - Outbound phone customer service preferred. - Some college preferred. 4 year degree, highly preferred. - Empathic, positive, and professional attitude toward our customers at all times. - Ability to communicate clearly, concisely and in a friendly manner through verbal and written forms. - Demonstrate the desire and knowledge to understand and solve customer needs. - Extremely comfortable multitasking and problem solving. - Eager to learn and not afraid to ask questions to get the job done correctly. - Ability to multi-task, prioritize and manage time effectively. - Exceptional organizational skills despite limited/changing workflow structure; be results-oriented with a bias for action. - Must embrace a culture of accountability. - Must enjoy a challenge, have a desire to learn, be passionate about your work and have a commitment to excellence and continuous improvement. - Always behave ethically, act fairly, and take responsibility for accomplishing work goals. - Ability to adapt to change quickly. - Any dispatching and scheduling experience. - Work autonomously with minimal supervision. - Provide personalized, professional, and courteous service, accurate information, continuous communication, and the ability to address customer expectations in an appropriate manner. - Strong collaborator who can build trust and contribute to the success of the team. - Understand how all departments and team members contribute to the success of the organization and be comfortable to step in support however needed. - Professional appearance, excellent communication skills and professional conduct. - Fluency in English; other languages are a plus. - Legally authorized to work in the USA, without sponsorship. Benefits - Competitive compensation package including stock options. - Flexible work schedule. - Comprehensive benefits including retirement plan match. - Opportunity to make a real impact every day. - Work with a dynamic and growing team. - Unlimited PTO.