We are looking for an experienced Technical/Software Support Engineer willing to work in a fast-paced environment requiring broad experience, adaptability, quick learning, and excellent problem-solving skills. The primary area of focus is to support cloud based IoT platform products and connected edge gateway devices. This role involves working with customers to identify and address product and solution defects. This candidate will interact with Sales, Product Development, Software Testers, Project Managers, and Field Applications Engineers to support customer satisfaction.

Overview:

The Network Support Technician is responsible for troubleshooting and support of company’s systems and networks.

Responsibilities:

• Provide exceptional technical support to customers on a daily basis.
• Troubleshoot and develop technical solutions related to software and configuration for the Telit IoT Platform and deviceWISE customers.
• Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.
• Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources.
• Rely on experience and judgment to plan and accomplish goals. Perform a variety of tasks.
• Work independently and collaborate well with others.
• This position may require some travel as well as after-hours work.
• Communicate with customers in a concise manner.
• Handle heavy trouble ticket workload from time to time.

Qualifications:

• Experience with a CRM platform such as Salesforce and defect and issue tracking tools such as JIRA.
• Basic programming/logic skills, some SQL experience with relational databases.
• Linux and shell scripting experience with a basic understanding of application programming interfaces.
• Structured Programming, Web Programming, and logic design experience, this is a technical role.
• Experience with investigations of and solutions for software and configuration issues
• Strong oral and written communication skills and able to interact well with people.
• Strong organization and documentation skills.
• Strong analytical and problem-solving skills, ability to grasp new concepts and apply them.
• Strong initiative; a sense of ownership of projects and roles.
• Strong English speaking and writing skills.
• Provide constructive ideas to improve customer satisfaction and grow the team.
• Experience with networking (Firewalls, IP routing, TCP/IP behavior, SSH).
• Experience with using APIs and reading JSON payloads and responses.
• Critical Thinking skills, able to dissect a reported issue to identify an action plan and execute the action plan.

 Preferred Qualifications:

• Have 2-4 years of experience in this role or in a similar role.
• Hold a degree in electrical engineering, mechanical engineering, computer engineering or computer science or equivalent experience is a plus.
• Experience with implementation of process monitoring, industrial control or control logic is a plus.
• Familiarity with PLCs (Programmable Logic Controllers, Siemens, Rockwell, etc.) is a plus.
• Knowledge of communication protocols including serial, Modbus or MQTT is a plus.
• Knowledge of database table schema, scripting languages, deviceWISE logic.
• Knowledge of programming logic to PLCs and other equipment/devices.
• Experience in M2M (Machine-to-Machine) / IoT (Internet of Things) systems or solutions is a plus.
• Basic Project management experience is a plus.

Location: 

• Remote (Italy)