Support Operations Engineer (Hardware + SaaS)

Embrava; New York (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off (vacation, personal, and

Sick days

Job summary

Embrava is seeking a Support Operations Specialist to own the resolution of technical issues across hardware and software products. You’ll be the main contact when something isn’t working, troubleshooting device, firmware, and platform issues, and looping in Engineering and Product when a fix needs to go deeper.

This role requires 3–5 years in technical support, excellent communication, and a knack for building scalable support processes as Embrava grows across the US, UK, and Australia.

Qualifications

• 3–5 years of experience in technical support or related role (hardware+software).
• Strong troubleshooting and diagnostic skills with ability to learn new tools quickly.
• Excellent written and verbal communication with non-technical customers.

Responsibilities

• Serve as first point of contact for inquiries via email, chat, and phone; troubleshoot hardware, firmware, and platform issues.
• Diagnose and resolve issues; escalate to Engineering/Product when needed.
• Manage tickets within SLA and keep customers informed throughout the process.
• Support onboarding and commissioning for new customers, including device setup and integration troubleshooting.
• Build and maintain internal and customer-facing documentation and knowledge base content.
• Track support metrics and identify recurring issues to inform product and process improvements.
• Act as a technical liaison between customers and Engineering/Product; feed back usage and defect trends.

Skills

Technical support

Troubleshooting

Customer communication

Ticketing systems

Tools

Zendesk

Intercom

Freshdesk

Job description

Embrava is seeking a Support Operations Specialist to own the resolution of technical issues across hardware and software products. You’ll be the main contact when something isn’t working, troubleshooting device, firmware, and platform issues, and looping in Engineering and Product when a fix needs to go deeper.

This role requires 3–5 years in technical support, excellent communication, and a knack for building scalable support processes as Embrava grows across the US, UK, and Australia.