Description
The Technical Support Engineer is a critical role responsible for the deep-dive investigation and resolution of technical issues within Wiliot's Ambient IoT ecosystem. This role requires a "system-wide" troubleshooter who can navigate the complexities of hardware, firmware, and cloud software. You will be the technical point of contact for our customers, ensuring that system performance meets Wiliot's high standards through proactive monitoring and reactive problem-solving.
Responsibilities
• Own the full lifecycle of customer technical issues, from initial report through root-cause analysis and final resolution.
• Perform complex troubleshooting across the entire stack, including physical Pixels, gateways, mobile bridges, and cloud-based data processing.
• Utilize Grafana dashboards and monitoring alerts to monitor system health, identify performance anomalies, and respond to incidents.
• Conduct deep-dive data investigations using SQL and Databricks to identify patterns in system behavior or hardware failures.
• Manage all customer communications and case documentation within Salesforce, ensuring clear updates and professional engagement.
• Collaborate directly with R&D and Product teams to escalate verified bugs and contribute to the product roadmap based on support trends.
• Develop and maintain internal runbooks, technical troubleshooting guides, and customer-facing knowledge base articles.
• Participate in an on-call rotation to manage critical incidents and provide status updates to stakeholders during high-severity events.
Requirements
• Requires a Bachelor's degree in a related area or a combination of relevant certifications and job experience.
• Proven experience in a technical, customer-facing role.
• Demonstrated ability to troubleshoot complex, multi-layered systems involving both hardware and software.
• Hands-on proficiency with SQL; experience using Databricks or similar data analytics platforms.
• Strong technical communication skills, with the ability to explain complex concepts to diverse audiences clearly and concisely.
• Ability to operate independently and take full ownership of tasks in a fast-paced environment.
Preferred Qualifications
• Experience supporting IoT, hardware-based, or embedded products in production environments.
• Familiarity with RF concepts, wireless communication, or sensor-based systems.
• Prior experience working with ticketing or CRM systems (Salesforce, Zendesk, Jira, or similar).
• Exposure to cloud-based systems, APIs, or data pipelines in a production environment.
• Experience participating in on-call or incident-response rotations.
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