Support Engineer (IoT)

TL;DR

Support Engineer (IoT): Resolving complex technical challenges as a Level 3 escalation point between support teams and software engineers with an accent on root-cause analysis and cross-functional collaboration. Focus on diagnosing issues across software and hardware platforms using SQL, Python, or JavaScript to improve product quality.

Location: Hybrid in Atlanta, Georgia, USA. Candidates must have continuously resided in the continental United States for at least three years immediately preceding their application.

Company

A global leader in IoT and connected transportation providing web-based analytics to help businesses manage their fleets.

What you will do

• Act as the Level 3 escalation point between customer-facing support teams and software development engineers.
• Diagnose and troubleshoot complex technical issues across software and hardware platforms using SQL, Python, or JavaScript.
• Manage the issue queue, prioritize multiple open tickets, and maintain detailed records of resolutions.
• Collaborate with product development and engineering teams to provide feedback and identify product improvements.
• Contribute to the development and maintenance of technical troubleshooting documentation.
• Utilize data analytics to identify trends in support inquiries and monitor system performance.

Requirements

• Degree in Computer Science, Electrical Engineering, Software Engineering, or a related field.
• 1–3 years of experience in software development or technical support engineering.
• Proficiency in SQL and at least one of: Python or JavaScript.
• Proven ability to diagnose and troubleshoot technical issues across both hardware and software platforms.
• Must have continuously resided in the continental United States for at least three years.
• Ability to pass an enhanced background check, including drug screening and credit checks.

Nice to have

• Experience with data analysis and visualization tools such as Excel or Google Sheets.

Culture & Benefits

• Flexible hybrid working model with a home office reimbursement program.
• Competitive medical and dental benefits, and a retirement savings program.
• Electric vehicle purchase incentive program.
• Baby bonus and parental leave top-up program.
• Online learning and networking opportunities.