Smart Home Escalation Engineer (Hybrid)

Energy Jobline ZR; Irvine (CA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Energy Jobline ZR in Irvine, CA is seeking a skilled Technical Support Engineer to join our global smart home solutions team. You will handle escalated cases, analyze hardware and software issues, and work with R&D to drive product improvements, delivering high-quality smart home experiences to customers.

This hybrid role requires a technical degree and hands-on troubleshooting across hardware, software, and IoT, plus clear English communication and documentation.

Qualifications

• Bachelor’s degree or above in engineering, electronics, computer science, or a related technical field.
• Experience as Technical Support Engineer or similar in smart home/consumer electronics.
• Strong hands-on troubleshooting of hardware and software.
• Solid understanding of smart home products, IoT, networking, and mobile apps.
• Proficient in documenting technical issues and communicating complex technical concepts in English.
• Experience working with cross-functional teams, including R&D, Product, and Customer Support.

Responsibilities

• Act as technical expert for escalated support cases, analyzing, reproducing, and resolving complex hardware and software issues.
• Conduct root cause analysis and develop solutions or workarounds for technical problems reported by users.
• Collaborate closely with R&D to communicate user issues and proactively participate in optimizing and improving hardware and software products.
• Document troubleshooting steps, findings, and solutions in a clear, organized, and detailed manner.
• Provide technical guidance and training to customer service teams to elevate overall support capabilities.
• Support beta test programs, including analyzing technical feedback and resolving challenges encountered during user testing.
• Communicate directly with users as needed to gather additional technical details, verify solutions, or demonstrate product fixes.

Skills

Troubleshooting

Root Cause Analysis

Communication

Cross-functional Collaboration

Documentation

Training

Education

Bachelor's degree in engineering / electronics / computer science

Tools

IoT protocols

Networking

Mobile applications

Job description

Energy Jobline ZR in Irvine, CA is seeking a skilled Technical Support Engineer to join our global smart home solutions team. You will handle escalated cases, analyze hardware and software issues, and work with R&D to drive product improvements, delivering high-quality smart home experiences to customers.

This hybrid role requires a technical degree and hands-on troubleshooting across hardware, software, and IoT, plus clear English communication and documentation.