IT & Customer Support Engineer

Job Description

Position: IT & Customer Support Engineer Location: Hyderabad (On-site) Experience: 3-5 Years Industry: SaaS, Hospitality Tech, Smart Infrastructure Note: Full-Time. Will require work across shifts, including shifts on nights and holidays About Company: The client is a leading innovator in the smart hospitality industry, a company dedicated to transforming the way hotels, short-term rentals, and multi-family properties manage their digital infrastructure. Based in Plano, Texas, this organization leverages an AI-powered, cloud-native platform to streamline operations, enhance guest experiences, and optimize property management through cutting-edge IoT solutions. Key Responsibilities Internal IT & Asset Management Manage company IT assets, including laptops, peripherals, and networking equipment. Deploy, configure, and maintain employee laptops, ensuring proper setup of monitoring tools. Provide remote IT support to employees for software and hardware issues. Administer and manage cloud applications such as Google Workspace (Gmail, Drive), Slack, Squarespace (domains), and other SaaS tools used by the organization. Ensure IT security best practices , including endpoint protection, access control, and regular updates. Maintain office networking infrastructure, ensuring smooth connectivity and troubleshooting hardware issues. Customer Support & Networking Assistance Provide remote technical support for customers using our smart device solutions. Assist hospitality clients with network configuration , including SSID setups, VLAN assignments, and router/access point configurations. Troubleshoot network-related issues at customer properties and work closely with their IT teams or third-party network vendors to resolve problems. Maintain documentation and Knowledge base articles for network settings, best practices, and troubleshooting procedures. Collaborate with the product and engineering teams to report bugs and provide feedback for product improvements. Requirements: Technical Skills: Experience managing IT assets, laptop deployments, and remote troubleshooting . Strong understanding of networking concepts (e.g., VLANs, SSIDs, firewalls, VPNs, DHCP, DNS, and access points). Familiarity with cloud-based applications like Google Workspace, Slack, and domain management platforms. Ability to remotely configure and troubleshoot routers and access points (Ubiquiti, Cisco, TP-Link, or similar). Hands-on experience with network security and basic firewall configurations is a plus. Soft Skills: Excellent communication and coordination skills for working with employees and customers. Strong problem-solving abilities and the ability to work independently. Experience working in a fast-paced startup environment is a plus. Willingness to learn new technologies and adapt quickly . Preferred Qualifications: 2+ years of experience in IT support, system administration, or customer support for networking solutions. Relevant certifications (CompTIA Network+, CCNA, or equivalent) are a plus. Experience supporting smart devices or IoT solutions is beneficial but not required. Why Join Us? Early-stage leadership : Build and shape the core technology of a high-growth AI startup. High impact : Drive the development of an AI-driven product from inception to scale. Growth : Opportunity to lead and scale the engineering team as we grow. What We Offer: Competitive base salary Comprehensive health insurance High-impact role with direct influence on company success