Senior Tier-3 Tech Support Lead - IoT & Networking

Augury; United States; Sur place; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Flexible PTO

Medical/dental/vision insurance

401(k) match

Stock options

Paid parental leave

WFH stipend

Phone stipend

Résumé du poste

Augury is seeking a Tier 3 Technical Support Team Leader to helm a global Customer Support team, focusing on high-severity IoT, hardware, and connectivity challenges across routers, gateways, and edge devices. You will escalate with R&D, guide engineers, and interface with customers, including on-site engagements when needed.

You will mentor Tier 1–2 specialists, track KPIs and SLAs, and drive crisis management while collaborating with Engineering to implement durable fixes and product

Qualifications

• Deep networking and connectivity expertise with 4–6 years of hands-on experience.
• Hardware and edge device fluency with routers, gateways, Bluetooth modules, and cellular devices.
• Advanced troubleshooting skills for connectivity failures using logs, monitoring tools, and diagnostics.
• Ownership mindset for end-to-end escalations and resolutions.
• Customer-centric communicator who explains complex concepts clearly.
• Curiosity and passion for evolving IoT trends and technologies.

Responsabilités

• Lead and mentor a team of Tier 1 & 2 support specialists, balancing people leadership with deep technical oversight.
• Monitor team KPIs, SLAs, and system health in real time to ensure operational excellence.
• Act as the primary escalation point for high-severity incidents, driving calm, structured crisis management.
• Collaborate with Engineering and R&D to investigate root causes, drive fixes, and shape long-term product improvements.
• Communicate clearly with internal stakeholders and customers throughout the troubleshooting lifecycle.
• Support customer satisfaction and retention through proactive problem-solving and high-quality issue resolution.
• Continuously develop team capabilities—building processes, improving tools, and elevating technical depth.

Connaissances

Networking expertise

Edge devices

Troubleshooting

Ownership mindset

Customer communication

IoT trends

Description du poste

Augury is seeking a Tier 3 Technical Support Team Leader to helm a global Customer Support team, focusing on high-severity IoT, hardware, and connectivity challenges across routers, gateways, and edge devices. You will escalate with R&D, guide engineers, and interface with customers, including on-site engagements when needed.

You will mentor Tier 1–2 specialists, track KPIs and SLAs, and drive crisis management while collaborating with Engineering to implement durable fixes and product