Technical Support Engineer
REMOTE
Our Silicon Valley Pre-IPO based organization is looking for a Technical Support Engineer with a passion for Internet of Things (IoT). You will gain exposure as well as hands on experience with IoT platform and connected devices. You are curious, a fast self-learner and able to come up to speed on particular technology areas that you might not have been exposed to previously.
Responsibilities
- Provide 3rd level technical support to the global customer base for launched internet connected products (from thermostats to door locks to smart bulbs).
- Research, triage, escalate and follow-up on support cases with internal engineering teams.
- Participate in a rotating on-call schedule and address urgent issues quickly.
- Provide clear and concise customer communications
- Analyze customers’ needs/use cases and create solution approaches or suggest additional features to meet their requirements.
Experience
- 5+ years of experience as a Technical Support Engineer within the high tech industry
- Strong API testing and tools such as Postman
- Excellent communication skills
- At least 5 years of customer facing background
- Good knowledge of TCP/IP, HTTP(S), and devices communicating with a RESTful web service.
- Experience with troubleshooting remote devices
- Knowledge of Cloud technologies
- Experience in handling trouble tickets
- Jira background a plus
- IoT experience is a plus
- Solid foundation in software with strong systems knowledge.
- Experience with networking protocols a plus: Wi-Fi, TCP/IP, ZigBee, Z-Wave
This role will have on call responsibilities 1 week a month. Our client offers Medical and Dental benefits. They have a 401K, but do not match. Since our client is Pre-IPO there will be stock option issued for this position. Our client has a strong number of large scale customers and are growing. This is an excellent chance to join a dynamic, growing company.
If you are interested, please send your resume to lklem@theprosourcegroup.com
