IoT Solution Support Specialist

Company Description

MAKE THE DIFFERENCE! THINK CUSTOMER FIRST! EXPERIMENT! CARE! BE OPEN!

Do you want to make a difference? Our goal is to always put customers and people first! Our challenge is to experiment and innovate, being open to change and diversity. These are the pillars of the Carel Culture Code, the basis of our corporate culture and our platform for growth. If you can relate to these values or want to make them your own, join us and find out just how much we can achieve together!

We are world leaders in control solutions for air conditioning, refrigeration and heating, as well as systems for humidification and adiabatic cooling. Our products guarantee high performance, are energy efficient and environmentally sustainable.

Position

The candidate will join the Digital – IoT team, providing specialized technical support for IoT solutions and acting as a key point of reference for troubleshooting, root cause analysis and the continuous improvement of connected products and platforms. The role involves close collaboration with R&D, Quality, Operations, Sales and Service teams, contributing to product reliability, customer satisfaction and the optimization of support processes across the full solution lifecycle.

Specifically, the candidate will be responsible for:

• providing specialized technical support for IoT solutions, handling troubleshooting and root cause analysis on devices, gateways, cloud platforms and application integrations, by analyzing logs, telemetry and diagnostic data;

• supporting subsidiaries and customers in the configuration, commissioning and validation of IoT devices and solutions, remotely and on site, and coordinating support requests to ensure priorities and SLAs are met;

• collaborating with R&D, Quality and Product Management to identify, track and resolve product anomalies, and supporting the testing, validation and release of new products and features;

• drafting technical documentation and reports, including SQL queries for data extraction and analysis, and monitoring the performance of installed solutions;

• providing technical support and training to colleagues, partners and customers and contributing to the continuous improvement of solutions and support processes;

Requirements

• Excellent knowledge of IoT technologies and architectures, and of networking (TCP/IP, Ethernet, Wi-Fi, VPN);

• Strong skills in technical diagnostics and troubleshooting;

• Good knowledge of data, log and system event analysis, cloud platforms and services, and embedded/connected systems;

• Familiarity with SQL databases (PostgreSQL/pgAdmin) and ticketing/business processes;

• Basic knowledge AWS Cloud Services and industrial protocols (Modbus, BACnet) is a plus;

• Strong customer orientation and problem-solving mindset, with structured analytical skills;

• Proactivity, effective communication with technical and non-technical stakeholders, and cross-functional teamworking;

• Operational autonomy, sense of responsibility, and ability to manage priorities in dynamic contexts;

• Technological curiosity and a continuous learning attitude.

Other information

What we offer

• Work-life balance: remote working and flexitime

• On-boarding program and continuing training

• Company welfare: company canteen, life insurance, welfare platform, company bonus, contributions to school expenses

• Carel BoostCamp, a three-year training course for new hires under the age of 30, aimed at developing transversal skills, such as project management, cross cultural communication and problem solving

MAKE THE DIFFERENCE…ANYWAY: this position isn’t right for you? Check out our other job opportunities: https://www.carel.com/open-positions

ACT FOR THE PLANET - ACT FOR PEOPLE - ACT TO SHARE VALUE

At Carel we are actively committed to achieving our sustainability objectives, outlined in our “Driven by the Future - Sustainability in Action” plan, available for reference at: https://www.carel.com/carel-and-sustainability. Every day we take concrete actions to help combat climate change, identifying and developing products and services that increase energy efficiency and allow us to drastically reduce environmental impact.

Our organisation aims to ensure the establishment of transparent and responsible governance and to foster a fair and inclusive workplace where diversity is recognised as an essential value for the innovation we strive to bring. Carel is committed to equal employment opportunity and prohibits any form of discrimination. In line with these objectives and values, all applications received will be given due consideration and will be exclusively valued based on competences, experiences, motivation and values alignment.

This job post addresses both female and male candidates (see D.Lgs. n. 198/2006 & ss.mm.ii and D.Lgs. 215-216/2003). Candidates are invited to read the privacy statement (see artt. 13 e 14 del Reg. EU 679/2016) at the following link: https://www.carel.com/documents/10191/678238/CAREL_GDPR_Information_Candidates.pdf

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