Our IoT Heroes: Matthias Hahn - Head of Technical Support

Even the most straightforward turnkey video technology sometimes requires technical support to make onboarding and operation go smoothly. At Azena, Matthias and his team deliver this.

What were your main reasons and motivations for joining Azena?

After many years in several different roles in large tech companies, I was looking for an opportunity to work in an agile and collaborative environment where a WE culture is genuinely practiced. Even though Azena isn't a startup anymore, you can find many characteristics of a young, dynamic business like flat hierarchies, fast decision-making, and creative freedom. It was clear to me at first glance that this was precisely the environment for me to develop as an "old hand", so I decided to get on board. Agreeably, this was the best decision I could have made!

What are the central values in your working environment?

At Azena, you'll find mutual trust between teams and a shared commitment to providing the best customer experience, even when everyone is working at full capacity. Our customers, be they users or integrators, expect fast and reliable support. To achieve this, my team and I rely on technical experts who know the product like the back of their hands. When a customer needs help, we always get the necessary support to solve their problem as quickly as possible. That's the "we" spirit at Azena that I greatly appreciate.

100% shared commitment and customer-centricity yields superior product and service.

What superhero power can you draw on when you need it?

My superhero power is to create a fun and pleasant working environment. Our customers' business is often not a fun game. Being friendly and fun at work is essential to staying motivated and delivering the best service. The constant dealing with complex and time-critical issues is only possible if an appropriate balance between tension and relaxation is found. My job as Team Manager is to bring the operating temperature down or up.

What are the most interesting topics you are currently working on here, and what are the most difficult tasks to solve?

The most exciting part is that customer service at Azena is anything but a monotonous daily routine. The product grows with our customers' needs. Features and processes are added or changed, so the team and I must be flexible and constantly adapt. Not surprisingly, this can be challenging at times. Priorities must be balanced, and sometimes the quickest solution is a temporary workaround that meets our customers' needs until a permanent solution is implemented. Here, again, a solid shared commitment is critical.

Azena's AI Video platform grows with customer needs. So does our customer service, to make onboarding and operation an outstanding experience.

What are the main trends in IoT in a business context and from your perspective as Head of Technical Support?

With our ear to the market, we notice the trend toward securely connected video devices and systems in the IoT. Accordingly, demand is growing for turnkey edge solutions that can be implemented quickly and adapted easily. This is for two main reasons: first, the effort and time to market required by traditional approaches to access siloed offline environments to expand, repurpose or maintain the ever-growing number of IoT components is simply too high. Second, bullet-proof security is more critical than ever to process sensitive data properly. 

Matthias, thank you very much for the chat!

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