Solutions Engineer — Technical Support (Hardware & IoT)

Embrava; New York (NY); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Performance-based bonus

Medical, dental, and vision coverage

Paid time off (PTO)

Parental leave

401(k) and professional development

LinkedIn Learning access

Job summary

Embrava is seeking an experienced Solutions Consultant to be the frontline of technical support for our customers. You will own resolution of issues across Embrava's hardware and software, troubleshooting devices, firmware, and platform problems, and coordinate with Engineering and Product for deeper fixes.

You’ll handle inquiries via email, chat, and phone, manage tickets within SLA, assist onboarding, and help build self-service content while tracking CSAT and other metrics to drive

Qualifications

• 3–5 years of experience in technical support or related role.
• Strong troubleshooting and diagnostic skills.
• Excellent written and verbal communication.
• Experience with ticketing systems and meeting SLA targets.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfort working cross-functionally with Engineering and Product.

Responsibilities

• Serve as the first point of contact for customer support inquiries across email, chat, and phone, troubleshooting hardware, firmware, and platform issues.
• Diagnose and resolve technical issues related to hardware and software products, escalating to Engineering or Product when needed.
• Manage and resolve tickets within SLA using our support system, keeping customers informed throughout.
• Support onboarding and commissioning for new customers, including device setup, configuration, and integration troubleshooting.
• Build and maintain internal and customer-facing documentation, including troubleshooting guides, FAQs, and knowledge base content.
• Track support metrics (response time, resolution rate, CSAT) and identify recurring issues to inform product and process improvements.
• Act as a technical liaison between customers and Engineering/Product, feeding back real-world usage patterns and defect trends.

Skills

Troubleshooting

Technical communication

Ticketing systems

Cross-functional collaboration

Tools

Zendesk

Intercom

Freshdesk

Job description

Embrava is seeking an experienced Solutions Consultant to be the frontline of technical support for our customers. You will own resolution of issues across Embrava's hardware and software, troubleshooting devices, firmware, and platform problems, and coordinate with Engineering and Product for deeper fixes.

You’ll handle inquiries via email, chat, and phone, manage tickets within SLA, assist onboarding, and help build self-service content while tracking CSAT and other metrics to drive