Technical Support Engineer

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August 22

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TC IoT Solutions

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API • Artificial Intelligence • IoT Solutions

TC IoT Solutions is a provider of innovative Internet of Things (IoT) solutions, specializing in smart modules, connectivity management, and industry-specific IoT applications. They offer a range of products, including cellular and Wi-Fi modules, eSIM provisioning, and platforms for connected factories, healthcare, and smart cities, helping organizations streamline operations and adopt digital transformation.

501 - 1000 employees

Founded 1986

🔌 API

🤖 Artificial Intelligence

📋 Description

• The primary focus is to support cloud based IoT platform products and connected edge gateway devices. • This role involves working with customers to identify and address product and solution defects. • This candidate will interact with Sales, Product Development, Software Testers, Project Managers, and Field Applications Engineers to support customer satisfaction. • Overview: The Network Support Technician is responsible for troubleshooting and support of company’s systems and networks. • Provide exceptional technical support to customers on a daily basis. • Troubleshoot and develop technical solutions related to software and configuration for the Telit IoT Platform and deviceWISE customers. • Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion. • Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources. • Rely on experience and judgment to plan and accomplish goals. • Perform a variety of tasks. • Work independently and collaborate well with others. • This position may require some travel as well as after-hours work. • Communicate with customers in a concise manner. • Handle heavy trouble ticket workload from time to time.

🎯 Requirements

• Experience with a CRM platform such as Salesforce and defect and issue tracking tools such as JIRA. • Basic programming/logic skills, some SQL experience with relational databases. • Linux and shell scripting experience with a basic understanding of application programming interfaces. • Structured Programming, Web Programming, and logic design experience, this is a technical role. • Experience with investigations of and solutions for software and configuration issues • Strong oral and written communication skills and able to interact well with people. • Strong organization and documentation skills. • Strong analytical and problem-solving skills, ability to grasp new concepts and apply them. • Strong initiative; a sense of ownership of projects and roles. • Strong English speaking and writing skills. • Provide constructive ideas to improve customer satisfaction and grow the team. • Experience with networking (Firewalls, IP routing, TCP/IP behavior, SSH). • Experience with using APIs and reading JSON payloads and responses. • Critical Thinking skills, able to dissect a reported issue to identify an action plan and execute the action plan. • Have 2-4 years of experience in this role or in a similar role. • Hold a degree in electrical engineering, mechanical engineering, computer engineering or computer science or equivalent experience is a plus. • Experience with implementation of process monitoring, industrial control or control logic is a plus. • Familiarity with PLCs (Programmable Logic Controllers, Siemens, Rockwell, etc.) is a plus. • Knowledge of communication protocols including serial, Modbus or MQTT is a plus. • Knowledge of database table schema, scripting languages, deviceWISE logic. • Knowledge of programming logic to PLCs and other equipment/devices. • Experience in M2M (Machine-to-Machine) / IoT (Internet of Things) systems or solutions is a plus. • Basic Project management experience is a plus.