Technical Support Engineer III

Escalation-Level Troubleshooting: You're the person tickets get handed to when the runbook runs out. You've resolved issues that required forming a hypothesis and testing it, not following a decision tree.

Linux Depth: Comfortable working in a Linux shell without a GUI—reading logs, inspecting services and processes, checking configuration, and diagnosing resource and connectivity problems from the command line.

Networking Fluency: Working command of TCP/IP, DNS, DHCP, routing, VPNs, and firewall behavior, with the ability to isolate a network fault from an application fault.

Cellular Connectivity: Familiarity with cellular/LTE-connected devices—signal quality, carrier behavior, APN and SIM configuration, and failover—or closely adjacent remote/IoT device experience.

Root Cause Discipline: You close the loop on why something broke, not just how you got it working again, and you document it so the next engineer doesn't rediscover it.

Documentation Ownership: Proven track record authoring runbooks and procedures that other engineers actually use—clear, current, and written for the person under pressure at 2 a.m.

Influence Without Authority: Able to raise the technical bar around you—mentoring peers, driving adoption of better practices, and pushing fixes through Engineering without owning the roadmap.

Judgment Under Load: Sound prioritization across multiple active high-severity incidents, with clear escalation instincts about when to pull in Engineering versus keep driving.

Experience: 3+ years in a technical support engineering, escalation, or NOC-style role supporting deployed hardware or connected devices, plus technical certification or equivalent professional experience in Linux and network systems administration. Current LVT Technical Support Engineer IIs who consistently handle complex escalations and mentor teammates are strongly encouraged to apply.