Technical Support Specialist

Currently seeking L2-Managed Services (Firmware) for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible to troubleshoot the device field issues and collaborate with all stakeholders for a prompt and acceptable solution.

Responsibilities

•Technical Troubleshooting: Provide advanced technical support for AWS IoT services, resolving complex issues related to device connectivity, data ingestion, security, and integration with other AWS services.

•Customer Interaction: Interact indirectly with customers to understand their technical issues, provide timely updates, and ensure customer satisfaction through effective communication and resolution of problems via JSM (Jira service Management) .

•Incident Management: Handle escalated cases from Level 1/Level 3/ Business support, taking ownership of issues and driving them to resolution while adhering to defined service-level agreements (SLAs).

•Root Cause Analysis: Perform thorough analysis of incidents, identifying root causes and implementing preventive measures to minimize recurring issues and improve service reliability.

•Documentation and Knowledge Sharing: Document troubleshooting steps (Confluence), resolutions, and best practices for internal knowledge base and customer-facing documentation, contributing to the overall improvement of support processes and customer experience.

•Any Experience- Experience in Jira, AWS Services (Lambda, Cloudwatch, Kinesis Stream, SQS, IoT Core) , NewRelic will be an advantage .

Requirements:

•Hands on using device flashing tools and handling of hardware safely.

•Basic concepts of embedded operating systems (RTOS/Linux), Micro controllers and memory management.

•Understanding of embedded interfaces such as UART, SPI, USB.

•Experience testing WLAN, Bluetooth, Cellular connectivity products.

•Experience with IoT / IP protocols such as MQTT, COAP, TCP, UDP, DHCP, DNS, HTTPS, MDNS.

Mandatory Skills:

• IoT

• RTOS

• L2 Support

• MQTT Protocol

• Embedded-C

• C++

• AWS