Technical Support Engineer (IoT, Remote)

Job summary

This role focuses on providing deep technical support for IoT connectivity issues, managing complex customer problems from initial report to resolution. The position requires a strong understanding of cellular networks and device behavior, with a commitment to thorough investigations and customer communication.

Qualifications

• Hands-on experience with TCP/IP and data plane troubleshooting.
• Familiarity with cellular concepts such as attach flows, PDN, and bearer management.
• Knowledge of protocols like SS7/MAP, Diameter, and GTP.
• Experience with IoT devices or modems is advantageous.

Responsibilities

• Manage complex issues from escalation to resolution, ensuring accountability.
• Analyze packet captures using tools like Wireshark.
• Debug device behavior and trace signaling through core networks.
• Develop scripts and tools to aid investigations.
• Reproduce issues in lab settings and document findings.
• Collaborate with engineers and R&D for advanced troubleshooting.

Skills

• Proficient in coding, particularly in Python or bash, to create custom tools.
• Strong analytical mindset with a focus on problem-solving.
• Ability to communicate technical findings clearly to stakeholders.

Education

• Background in software development or network engineering is beneficial.

Tools

• Familiarity with Linux-based network tools such as tcpdump and tshark is a plus.