Technical Support Engineer

Technical Support EngineerREMOTEOur 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. ResponsibilitiesProvide 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 communicationsAnalyze customers’ needs/use cases and create solution approaches or suggest additional features to meet their requirements.Experience5+ years of experience as a Technical Support Engineer within the high tech industryStrong API testing and tools such as PostmanExcellent communication skillsAt least 5 years of customer facing backgroundGood knowledge of TCP/IP, HTTP(S), and devices communicating with a RESTful web service.Experience with troubleshooting remote devicesKnowledge of Cloud technologiesExperience in handling trouble ticketsJira background a plusIoT experience is a plusSolid foundation in software with strong systems knowledge.Experience with networking protocols a plus: Wi-Fi, TCP/IP, ZigBee, Z-WaveThis 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 issues 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