Technical Support Engineer

WilioT Ltd; Dallas (TX); Hybrid; USD 70,000 - 90,000; Full time

Job summary

An innovative technology company in Dallas is seeking a Technical Support Engineer responsible for resolving technical issues within their Ambient IoT ecosystem. You will troubleshoot hardware, firmware, and cloud software complexities while managing customer communications and case documentation. The role requires SQL proficiency and strong technical communication skills. It offers the flexibility of remote/hybrid work, with a requirement to be in the office three days a week.

Qualifications

• Bachelor’s degree or relevant certifications and job experience.
• Experience in a technical, customer-facing role.
• Ability to troubleshoot multi-layered systems.

Responsibilities

• Own the lifecycle of customer technical issues.
• Perform troubleshooting across the entire stack.
• Utilize Grafana to monitor system health.

Skills

Troubleshooting complex systems

SQL proficiency

Technical communication

Customer-facing experience

Education

Bachelor’s degree in a related area

Tools

Salesforce

Databricks

Job description

Technical Support Engineer

Dallas

Wiliot was founded by the team that invented one of the technologies at the heart of 5G. Their next vision was to develop an IoT sticker—a self‑powered computing element that harvests radio frequency energy—bringing connectivity and intelligence to everyday products and packaging. This revolutionary combination of cloud and semiconductor technology is already being used by some of the world’s largest consumer, retail, food, and pharmaceutical companies to transform how products are made, distributed, sold, used, and recycled.

The Technical Support Engineer is a critical role responsible for the deep‑dive investigation and resolution of technical issues within Wiliot’s Ambient IoT ecosystem. This role requires a “system‑wide” troubleshooter who can navigate the complexities of hardware, firmware, and cloud software. As a growing startup, this role will continue to evolve and we’re looking for people who are comfortable building, adapting, and improving as we scale.

Responsibilities

• Own the full lifecycle of customer technical issues, from initial report through root‑cause analysis and final resolution.
• Perform complex troubleshooting across the entire stack, including physical Pixels, gateways, mobile bridges, and cloud‑based data processing.
• Utilize Grafana dashboards and monitoring alerts to monitor system health, identify performance anomalies, and respond to incidents.
• Conduct deep‑dive data investigations using SQL and Databricks to identify patterns in system behavior or hardware failures.
• Manage all customer communications and case documentation within Salesforce.
• Collaborate directly with R&D and Product teams to accelerate verified bugs and contribute to the product roadmap based on support trends.
• Develop and maintain internal runbooks, technical troubleshooting guides, and customer‑facing knowledge base articles.
• Participate in an on‑call rotation to manage critical incidents and provide status updates to stakeholders during high‑severity events.

Requirements

• Requires a Bachelor’s degree in a related area or a combination of relevant certifications and job experience.
• Proven experience in a technical, customer‑facing role.
• Demonstrated ability to troubleshoot complex, multi‑layered systems involving both hardware and software.
• Hands‑on proficiency with SQL; experience using Databricks or similar data analytics platforms.
• Strong technical communication skills, with the ability to explain complex concepts to diverse audiences clearly and concisely.
• Ability to operate independently and take full ownership of tasks in a fast‑paced environment.

Preferred Qualifications

• Experience supporting IoT, hardware‑based, or embedded products in production environments.
• Familiarity with RF concepts, wireless communication, or sensor‑based systems.
• Prior experience working with ticketing or CRM systems (Salesforce, Zendesk, Jira, or similar).
• Exposure to cloud‑based systems, APIs, or data pipelines in a production environment.
• Experience participating in on‑call or incident‑response rotations.

Location: Dallas. Remote/hybrid possible with the requirement to work from office three days per week.