Support Engineer

Wiliot was founded by the team that invented one of the technologies at the heart of 5G. Their next vision was to develop an IoT sticker, a computing element that can power itself by harvesting radio frequency energy, bringing connectivity and intelligence to everyday products and packaging, things previously disconnect from the IoT. This revolutionary mixture of cloud and semiconductor technology is being used by some of the world’s largest consumer, retail, food and pharmaceutical companies to change the way we make, distribute, sell, use and recycle products.

Our investors include Softbank, Amazon, Alibaba, Verizon, NTT DoCoMo, Qualcomm and PepsiCo.

Wiliot is looking for an experienced Support Engineer to manage and resolve support calls and issues originating from our Customer Success team. This role will also involve conducting initial analyses of internal alerts and incidents to ensure smooth system operations. As the first hire for this critical function, you will take ownership of the support process with the potential to lead and expand a support team as the company grows.

Requirements:

Proven experience in a customer support or technical support role, preferably in the technology or IoT sector.
Strong analytical and problem-solving skills with a technical aptitude.
Familiarity with monitoring tools and incident management processes. (Grafana advantage)
Excellent verbal and written communication skills.
Ability to work in a fast-paced environment and manage multiple tasks effectively.
Knowledge of Kubernetes, AWS and GCP is a plus.

#LI-Hybrid

Responsibilities:

Support Management for Customer Success:

Act as the primary technical support contact for Wiliot’s Customer Success team.
Address technical inquiries and troubleshoot issues raised by Customer Success to ensure seamless client experiences.
Log, prioritize, and track issues through resolution while maintaining clear communication with stakeholders.

Incident and Alert Analysis:

Monitor and analyze internal alerts and incidents to identify root causes and potential solutions.
Escalate complex issues to the appropriate technical teams while ensuring proper documentation.
Collaborate with cross-functional teams to prevent recurring incidents.
Manage the communication with customers throughout the incident

Leadership and Team Growth:

Define and optimize support processes to create a scalable and efficient operation.
Take ownership of the support function with the potential to recruit, train, and lead a team as the company scales.
Establish metrics and reporting to track the effectiveness of the support function.

Communication and Reporting:

Serve as the key liaison between the Customer Success team and technical teams, ensuring alignment and understanding.
Provide detailed analysis and insights on recurring issues to drive system improvements.
Ensure the Customer Success team is kept informed about progress and resolutions in a clear and timely manner.