IoT Technical Support Engineer I - Remote

United States Digital Space LLC; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

the company, a pioneer in IoT and Connected Operations, is seeking a Technical Support Engineer to join the Tier 2 team providing world-class hardware and software support.

You will troubleshoot complex issues, contribute to knowledge base articles, and collaborate with Engineering and Product to improve the overall customer experience. This is a remote position open to candidates in Mexico.

Qualifications

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
• 1-3 years of experience in support, engineering, or other technical roles.
• Bilingual proficiency in English and Spanish is a must.
• Experience with troubleshooting and supporting hardware & software products.
• Strong familiarity with CRM platforms like Zendesk or Salesforce.
• Excellent customer service and interpersonal skills with the ability to influence across the company.
• Excellent written and verbal communication, translating technical concepts for diverse audiences.
• Ability to use AI tools to automate repetitive tasks and improve efficiency.
• Willingness to work holidays and weekends as needed.

Responsibilities

• Product Expertise: Become an expert on the company's IoT solutions portfolio.
• Technical Troubleshooting: Resolve customer issues with medium to high complexity.
• Responsiveness & Resolution: Meet SLA goals with timely support.
• Documentation: Write and maintain customer-facing KB articles.
• Partnerships: Collaborate with Engineering and Product to reproduce bugs.
• Feedback Loop: Provide product/process improvements to Support Management.
• Team Player: Embody company principles while scaling globally.

Skills

Bilingual English/Spanish

CRM experience

Customer-facing

Technical support mindset

SaaS familiarity

Strong communication

Education

BS in Computer Science or Engineering

Tools

Zendesk

Salesforce

Job description

the company, a pioneer in IoT and Connected Operations, is seeking a Technical Support Engineer to join the Tier 2 team providing world-class hardware and software support.

You will troubleshoot complex issues, contribute to knowledge base articles, and collaborate with Engineering and Product to improve the overall customer experience. This is a remote position open to candidates in Mexico.