Customer Operations Engineer

Job Title: Customer Operations Engineer

Location: Estonia, Tartu

Position Summary:

**This role is with an Apkudo partner supporting Apkudo's business**

Do you enjoy working with smartphones, tablets, and notebooks and supporting external and internal customers with world-class system support? In this role, you will work with cutting-edge technologies to assist onsite customer operations using our proprietary maintenance and testing support systems. You will help lead the triage process and work with support from local and remote teams to implement solutions. You will develop a complete understanding of these unique systems and help our customers advance their processes, productivity, and profitability.

What you’ll do:

We are agile, and so our days and duties can vary. In this role, you own and are responsible for

delivering to your colleagues:

● Work at our client’s facility in Tartu where you will be supporting the initial setup and then ongoing support activity of Apkudo’s automated device processing system known as RFA

● Drive to company and client KPIs; accuracy, stability, and volume capacity 

● Respond and resolve issues to minimize downtime of the test systems, ensuring operations run smoothly

● Perform preemptive and corrective maintenance through daily, weekly, and monthly activities; parts usage and tracking through internal systems

● Provide detailed descriptions of the state of the system and provide insight into the cause of any issues

● Capture and analyze (quality inspection) supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other Apkudo teams

● Perform regular testing based on a strict set of instructions throughout the lifecycle of systems

● Work with teammates and our Engineering team to streamline existing support material, including but not limited to training guides, FAQs, and troubleshooting steps

● Support client operators on processes and training as new features and functionality are added

● Perform other related customer support duties as required

● Participate in team calls as needed 

Additional responsibilities may include:

● Travel to the US for up to one month of training. Passport required

● Inventory management

What you’ll need:

We come together to deliver for each other and our customers, and we know there are many paths to performing well. We will expect you to come up to speed fast and deliver great work without too much guidance. We think it would be hard to do that in this job without specialized education or proven successful experience in:

● Degree (B.S. or Associate) in Computer Science, Information Systems, Quality, or a similar field is preferred but not required

● 1-5 years of progressive mobile device customer support experience; Android or iOS mobile device testing and customer support experience

● Motivated self-starter who is results-driven, conscientious, dedicated, and a capable communicator both up and down

● Customer 1st thinking mindset

● Proficiency with Google Docs, Sheets, and Slides

● The ability to meet deadlines while overseeing multiple short-term activities; the individual must be detailed and organized

● Excellent written and verbal skills with a demonstrated ability to communicate system function and operation effectively

Our Core Values:

● Hooked on customers. Our passion for innovation propels our customers forward. We thrive on solving our customers’ problems, big and small.

● We communicate confidently and with generosity. We not only spread ideas, but we also spread understanding to help every team succeed.

● Champion the use of data. We use data to build solutions to problems, promote collaboration, and inform decisions for us and our customers.

● Proudly accountable. We follow through because the alternative is not an option. Every word, every action, and every result reflect the improvements we seek to make. 

● Be you. We bring our whole selves to our work, our teams, and our customers. The collective ‘we’ will shine bright for all to see.

● I have your back. Trust and respect each other to do the right thing when someone needs an extra hand. We go farther together than we do alone.

● It matters how we show up. Sometimes bold, sometimes brave, always curious. We expect more of ourselves to be our best for the team. 

What you can expect from us:

● Generous holidays plus your birthday off.

● Paid parental leave benefits.

● Casual dress.

● A company-paid Google Pixel phone or a monthly tech stipend that you can use for your tech needs.

● A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.

● 401(k) matching

● Up to $5,250/year for certification, continuing education, and tuition reimbursement.

● Competitive package with benefits.

About Apkudo:

Our Vision

Devices connect the world. We help ensure there will still be a world to connect. This is ambitious, on purpose. We must lean into our shared passion for change and do whatever it takes to do our part to regenerate resources and build sustainable processes and behaviors to leave the world a better place.

Those who do good, do well.

The Fine Print:

**This role is with an Apkudo partner supporting Apkudo's business**

We are an agile organization, and so the duties and description of this role (like every other at Apkudo) may change at any time as we adapt.

This position is exempt under the Fair Labor Standards Act (FLSA).

Note: Apkudo is an Equal Opportunity employer. We are committed to diversity and inclusivity and to creating a culture where everyone feels respected and connected, no matter the location of their work. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.