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About the Company:

Ambient combines a decade of operational experience with design and engineering prowess to improve apartment living and management in the most impactful, cost-effective way possible.

The name "Ambient" embodies our vision to create a category-defining platform that seamlessly integrates smart technology into the built environment and transforms the way people live, visit, and work in multifamily communities. Our focus is on increasing the value of multifamily properties by making them more efficient to operate and more comfortable to live in.

 

Summary:

As a Tier 2 Multifamily Customer Support Representative, you will play a vital role in resolving complex customer issues, identifying broader system challenges, and creating knowledge resources. You will also be responsible for escalating intricate issues according to established procedures. We are looking for a motivated individual who is passionate about helping others and continuously strives to elevate the customer experience.

 

Main Duties & Responsibilities:

• Case Management & Channel Support: Collaborate with your team to ensure seamless coverage across all support channels. Oversee customer cases and incoming calls, ensuring smooth and timely escalations between support tiers.
• Remote Servicing: Provide efficient, remote assistance to external customers, including seamless replacement of hardware as needed.
• Defects and Problem Management: Identify and document recurring issues raised by the Support Team by creating detailed problem tickets. Collaborate with the R&D team to address these issues through regular communication, including issues on the Defect Board and R&D Sync meetings.
• Agent Workflow Optimization: Continuously seek opportunities to streamline agent workflows for case management. Identify areas for improvement, establish best practices to enhance efficiency, and provide training to team members on these workflows.

 

Key Success Characteristics:

• passionate advocate for improving the customer experience.
• Adaptable to evolving processes and products, with a continuous drive to learn and contribute ideas.
• Strong team player who prioritizes collaboration and effective communication.
• Capable of thriving in a dynamic, fast-paced environment with shifting requirements.
• Exercises sound judgment within established procedures to create effective resolutions and action plans.
• Highly attentive to detail and dedicated to managing issues through full resolution.
• Familiarity with CRM and ticketing systems, especially Salesforce Service Cloud.
• Strong organizational and time management skills, with excellent written and verbal communication.

 

Required Qualifications:

• 1-2 years of experience in technical support within the high-tech or consumer electronics industries.
• A high school diploma with relevant work experience in high-tech or consumer electronics or an associate degree is preferred.

 

Working Conditions & Requirements:

• Consistent and reliable attendance is essential.
• Ability to sit or stand at a desk for an 8-hour shift, perform computer-based work, and participate in virtual meetings.
• Quiet work environment with minimal background noise or interruptions.
• Internet access with minimum download speeds of 100 Mbps.
• Occasional travel may be required for business purposes (by car, air, or other means).
• Flexibility to work assigned shifts within the hours of 7 am to 7 pm MST.

 

Please note: Ambient, Inc. reserves the right to change, modify, suspend, interpret, or cancel in whole, or in part, any of the duties outlined above, at any time, and without advance notice to the employee.

About The Company:

Ambient combines a decade of operational experience with design and engineering prowess to improve apartment living and management in the most impactful, cost-effective way possible.

The name "Ambient" embodies our vision to create a category-defining platform that seamlessly integrates smart technology into the built environment and transforms the way people live, visit, and work in multifamily communities. Our focus is on increasing the value of multifamily properties by making them more efficient to operate and more comfortable to live in.

Overview:

We are seeking a Product Manager to oversee the roadmap and prioritization of our Ambient backend platform, Resident mobile application and connectivity solutions. In this role, you will work closely with cross-functional teams to ensure successful product development, launch, and continuous improvement. You will serve as the voice of the customer throughout the development process and will play a critical role in maintaining the product backlog, coordinating with engineering teams, and supporting product releases.

Key Responsibilities:

• Roadmap Management: Manage the roadmap and prioritize features and improvements for the Ambient backend platform, as well as our web and mobile applications.
• Backlog Management: Maintain and prioritize the product backlog, ensuring alignment with overall business objectives and customer needs.
• Requirements Documentation: Create product requirement documents (PRDs) and translate them into Jira epics and detailed requirements for engineering teams.
• Design Collaboration: Create design briefs and collaborate with UI/UX designers to develop designs that support new feature initiatives.
• Collaboration with Engineering: Work closely with Engineering to prioritize feature development, address incidents, and manage escalations to ensure smooth operations.
• Development Support: Provide support to the development team by clarifying requirements and addressing questions throughout the development process.
• Customer Representation: Act as a customer proxy within the development process, ensuring that user needs are addressed throughout the product lifecycle.
• Agile Practices: Participate in daily scrum meetings, as well as weekly grooming and planning sessions, to support agile development processes.
• Escalation Management: Collaborate with the Product Operations team to manage and resolve escalations and incidents effectively.
• Go-to-Market Planning: Work with Product Marketing and Operations to develop go-to-market strategies for product launches, define success metrics and ensure smooth execution.
• Deployment Support: Assist the Operations team throughout the deployment cycle to ensure successful product rollouts.
• Release Documentation: Draft comprehensive release notes for all product releases, keeping internal and external stakeholders informed.
• Stakeholder Communication: Provide regular updates to stakeholders on feature progress, release timelines, and overall product status.

Qualifications:

• 3-5 years of experience in product management, particularly in startup software or technology environments.
• High-level technical understanding of software architecture and mobile app development best practices. 
• Experience working with UI/UX designers to develop intuitive product interfaces.
• Strong understanding of software development lifecycle, agile methodologies, and experience with Jira.
• Excellent communication skills, with the ability to translate complex requirements into clear documentation.
• Ability to collaborate with cross-functional teams, including Design, Engineering, Operations, and Product Marketing.
• Strong analytical skills, with the ability to define and measure product success metrics.
• Enjoy working in fast-paced environments.

#ambient

Ambient Property Technologies Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, disability or genetic information, sex, sexual orientation, gender identity, or national origin.

A note to recruitment agencies: Please don’t reach out to Ambient employees or leaders about our roles -- we’ve got recruiting covered. We don’t accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes. Thank you for your understanding.

About The Company:

Ambient combines a decade of operational experience with design and engineering prowess to improve apartment living and management in the most impactful, cost-effective way possible.

The name "Ambient" embodies our vision to create a category-defining platform that seamlessly integrates smart technology into the built environment and transforms the way people live, visit, and work in multifamily communities. Our focus is on increasing the value of multifamily properties by making them more efficient to operate and more comfortable to live in.

About The Role:

We're looking for a Senior Software Engineer with IoT experience (Z-Wave, specifically) to join our team. In this role, you'll be working at the intersection of software and hardware - in particular, the Ambient hub that enables our platform to deliver a world-class user experience for smart building automation.

We look for strategic thinkers and creative problem solvers with a bias for execution. We’ll expect you to contribute code, propose product and feature ideas, and dive in on support issues as needed.

Ideally, this will be a contract-to-hire position. However, if you’re only looking for a contract role, we’d still encourage you to apply! We're flexible on the specifics, and can potentially work around your schedule depending on your experience and the number of hours you're looking for.

 Responsibilities:

• Program; mostly in C++, Golang, and Python
• Help us deliver a reliable Z-Wave and Zigbee solution using a physical controller
• Provide solutions that are reliable, observable and scalable for communicating with edge devices
• Work with support organization to diagnose and resolve controller related issues (may require occasional travel for investigation of issues on site)
• Own the full lifecycle of development including design, testing, release, and deployment
• Interact directly with other engineering, product and support teams
• Automate testing of the code you contribute
• Review pull requests on a daily basis

Qualifications:

• Experience with C++ (or Rust) and Golang
• Prior experience with IoT protocols – specifically, Z-Wave
• Meaningful experience in Senior Software Engineering roles (i.e. a high level of proficiency in your area, the ability to work independently and capacity to mentor more junior team members) 
• A deep understanding of computer science and software engineering fundamentals
• A preference for simple yet fully functional and extensible solutions
• Ability to quickly iterate without compromising on quality
• Ability to discover and resolve hard to diagnose issues with device connectivity and reliability

Nice to have, but not required:

• Broad knowledge of other IoT protocols (e.g., Zigbee, Thread, and Matter)
• Prior experience with other IoT solutions such as Home Assistant and Z-Wave JS
• Experience working on embedded systems
• Experience with Python

#ambient

Ambient Property Technologies Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, disability or genetic information, sex, sexual orientation, gender identity, or national origin.

A note to recruitment agencies: Please don’t reach out to Level employees or leaders about our roles -- we’ve got recruiting covered. We don’t accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes. Thank you for your understanding.