Technical Support Engineer - IoT Hardware & SaaS

Embrava; New York (NY); Presencial; USD 75.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus program

Medical benefits

Dental & vision

PTO and holidays

Parental leave

401(k)

Learning stipend

Career growth

Descripción de la vacante

Embrava is seeking a Technical Support Engineer to own the resolution of technical issues across Blynclight, Desk Sign, Room Sign, and Any Sign. You’ll troubleshoot device, firmware, and platform problems and coordinate with Engineering and Product for deeper fixes.

You’ll be the front line for customers, manage tickets within SLA, and help build the support function as Embrava scales.

Formación

• 3–5 years of experience in technical or customer support engineering.
• Comfort troubleshooting hardware, firmware, and software issues.
• Ability to explain technical topics to non-technical customers.

Responsabilidades

• Serve as the first point of contact for support inquiries via email, chat, and phone.
• Diagnose and resolve hardware, firmware, and platform issues across Embrava products.
• Escalate to Engineering/Product when fixes require deeper work.
• Manage tickets within SLA and keep customers updated on status.
• Assist onboarding and commissioning for new customers.

Conocimientos

Technical support

Troubleshooting

Customer communication

Multi-tasking

Cross-functional collaboration

Herramientas

Zendesk

Intercom

Freshdesk

Descripción del empleo

Embrava is seeking a Technical Support Engineer to own the resolution of technical issues across Blynclight, Desk Sign, Room Sign, and Any Sign. You’ll troubleshoot device, firmware, and platform problems and coordinate with Engineering and Product for deeper fixes.

You’ll be the front line for customers, manage tickets within SLA, and help build the support function as Embrava scales.