Support Engineer

Neklo, Llc; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Benefits Included

Job summary

NEKLO is seeking a dedicated Support Engineer to join our Professional Services team. You will be the frontline for our customers, troubleshooting software, hardware, and network challenges, and ensuring top-tier service across remote and on-site settings.

Based in the United States, you will collaborate with engineering and product teams to resolve complex issues, contribute to knowledge bases, and support product demos from our Center of Excellence.

Qualifications

• Bachelor's degree in engineering/CS or equivalent required.
• 1–5 years in tech, with networking, software development or customer support experience.
• CWNA/CWSP/WCNA certifications are highly desirable.
• Good communication and ability to work independently.
• Familiarity with MS Office applications.

Responsibilities

• Provide exceptional technical support to customers via phone, email and remote access tools.
• Diagnose and troubleshoot software, hardware and network issues related to our sofia software and wireless hardware (WiFi/BLE).
• Document and track customer issues using our support ticketing system and ensure timely resolution.
• Collaborate with engineering and product teams to resolve complex issues.
• Create and update technical knowledge documents for our solutions.
• Execute product QA activities and contribute to product maturation.
• Assist in configuring and setting up software for customers remotely.
• Support live product demonstrations from our Center of Excellence.

Skills

Technical support

Networking

Troubleshooting

Communication

MS Office

Education

Bachelor's degree in engineering/CS

Tools

CWNA

CWSP

WCNA

Job description

We are looking for aSupport Engineerfor our customer now.

Our customer is a global leader in delivering state-of-the-art wireless solutions and technologies, driving innovation in indoor location services. The mission is to empower businesses across diverse industries — including healthcare, industrial, government, and education — by optimizing process flows, automating monitoring, and enhancing personnel safety with real-time location data.

Job Description:Our Support Engineers play a crucial role in supporting the Professional Services team and our customers. As the frontline of technical support, you will troubleshoot and resolve complex software, hardware and network challenges, ensuring our customers receive top-tier service and solutions. You will be working closely with various internal teams to resolve complex issues and ensure customer satisfaction. Additional responsibilities include but are not limited to supporting hardware and software QA activities, general project management duties, and facilitating customer demos in our Center of Excellence.

Key Responsibilities:

• Provide exceptional technical support to customers via phone, email and remote access tools.
• Diagnose and troubleshoot software, hardware and network issues related to our sofia software and wireless hardware that operate via WiFi or BLE.
• Document and track customer issues using our support ticketing system, ensuring all cases are resolved in a timely manner.
• Collaborate with internal teams including engineering and product development to resolve complex technical issues.
• Assist in creating and updating technical knowledge documents for our solutions.
• Independently execute product quality assurance activities to help mature the platform and evaluate new products.
• Assist in the configuration and setup of software for customers remotely.
• Support live product demonstrations for customers from our Center of Excellence.

Preferred Requirements & Skills:

• Education:Minimum bachelor’s degree in engineering, Computer Science, or equivalent in a relevant field.
• Experience:1-5 years in the technology field, preferably with experience in networking, software development, and customer support. Knowledge of networking and routing and protocol analysis preferred.
• Technical Certifications:Certified Wireless Network Administrator (CWNA), Certified Wireless Security Professional (CWSP) and Wireshark Certified Network Analyst (WCNA) highly desirable.
• Communication:Ability to work independently and provide comprehensive status updates to key stakeholders.
• Problem-Solving:Strong critical thinking, reasoning, and problem-solving skills.
• Software Proficiency:Experienced with MS Office software.

Job Location:On-site HQ, Timonium.
Job Type: Full-Time/Exempt, Benefits Included.

Why don’t you become our team-mate?

At NEKLO, we love learning new things and sharing experiences. Along with the active work on custom software development projects, we also contribute to the Magento community achievements.
We are proud to maintain a friendly atmosphere in our team and we always prepare a warm welcome for the newbies!
US-based and operating globally, NEKLO spearheads digital transformation initiatives for businesses worldwide. We deliver software solutions complying with your market and legislation.