Technical Support Engineer - IoT

• Provide 3rd level technical support to Ayla’s global customer base for launched internet connected products (from thermostats to door locks to smart bulbs).
• Research, triage, escalate and follow-up on support cases with internal engineering teams.
• Participate in a rotating on-call schedule and address urgent issues quickly.
• Identify issues suitable for entry in the Ayla Knowledge Base (KB). Write, review, and release KB articles.
• Provide clear and concise customer communications such as RCAs, technical notes, deprecation announcements, etc.
• Analyze customers’ needs/use cases and create solution approaches or suggest additional features to meet their requirements.
• Serve as a technical resource for our most strategic and largest customers, partners, and developers.
• Drive proactive improvement programs and technical best practices across top customers to improve IoT Product performance.
• Respond to customer and partner issues in a timely, efficient, and professional manner.
• Train customers to use products effectively.
• Provide feedback to Product Management and other groups as needed.
• 5+ years of experience as a Technical Support Engineer, Professional Services or Pre-Sales Engineer in a high-tech industry.
• Experience with API testing and tools such as Postman.
• Good knowledge of TCP/IP, HTTP(S), and devices communicating with a RESTful web service.
• Experience with networking protocols a plus: Wi-Fi, TCP/IP, ZigBee, Z-Wave.
• Must have strong problem-solving and analytical skills.
• Solid foundation in software with strong systems knowledge.
• Excellent verbal and written communication skills with a desire to help others
• Education: BS/MS in Computer Science or Electrical Engineering.

No phone calls, please.