Technical Support Engineer

Do you want to drive that next wave of convenience, comfort and security for consumers? How about enabling businesses to run more efficiently while servicing their customer needs better? Maybe you want to help redefine business models for service providers and manufacturers? Come join our Support Engineering team, as we help large brands and enterprises transform their business with the Internet of Things. We are looking for an outstanding Technical Support Engineer with a passion for Internet of Things (IoT). You will gain exposure as well as hands on experience with IoT platform and connected devices. You are curious, a fast self-learner and able to come up to speed on particular technology areas that you might not have been exposed to previously. You have technical depth, are skilled at working with large enterprise customers, are an independent worker, but are not afraid to ask for help and direction. What You Will Be Doing Support Engineering

• 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.

Technical Consulting

• 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.