Support Operations Specialist - Hardware & IoT

Embrava; New York (NY); On-site; USD 65,000 - 100,000; Full time

Benefits offered by this job

Performance-based bonus

Medical, dental, and vision coverage

PTO (vacation, personal, holiday, sick

100% paid parental leave

401(k) and LinkedIn Learning access

Job summary

Embrava is seeking an experienced Support Operations Specialist to be the front line of technical support for our hardware and software products. You will troubleshoot issues, serve as a primary contact for customers, and collaborate with Engineering and Product to drive timely resolutions.

You will own onboarding for new customers, maintain documentation, and monitor metrics like response time, resolution rate, and CSAT to improve support processes.

Qualifications

• 3–5 years of experience in technical support or customer support engineering.
• Experience supporting hardware and software products.
• Excellent written and verbal communication; ability to explain complex issues to non-technical customers.
• Experience using ticketing systems and meeting SLA-based response times.

Responsibilities

• Be the front line for customer support inquiries via email, chat, and phone and troubleshoot hardware, firmware, and platform issues.
• Diagnose and resolve issues related to Embrava products (Blynclight, Desk Sign, Room Sign, Any Sign); escalate when needed.
• Manage and resolve tickets within SLA; keep customers informed throughout.
• Assist onboarding and commissioning for new customers, including device setup and integration troubleshooting.
• Create and maintain internal and customer-facing documentation (troubleshooting guides, FAQs, knowledge base).
• Track support metrics and identify recurring issues to inform product and process improvements.
• Serve as a technical liaison between customers and Engineering/Product.

Skills

Troubleshooting

Communication

Ticketing systems

Tools

Zendesk

Intercom

Freshdesk

Job description

Embrava is seeking an experienced Support Operations Specialist to be the front line of technical support for our hardware and software products. You will troubleshoot issues, serve as a primary contact for customers, and collaborate with Engineering and Product to drive timely resolutions.

You will own onboarding for new customers, maintain documentation, and monitor metrics like response time, resolution rate, and CSAT to improve support processes.