Technical Support Engineer

Position Overview

We are seeking a highly motivated Technical Support Engineer to join the dynamic team at Lytx. In this role you will provide exceptional support by resolving issues related to IoT devices, web applications, and API integrations. Your primary goal is to build product expertise, deliver outstanding customer experiences, and collaborate effectively with internal teams to drive solutions.

Key Responsibilities

• Provide top-notch technical support, resolving issues with IoT devices, web applications, or APIs.
• Build and maintain product expertise to tackle and resolve complex technical problems.
• Demonstrate curiosity and a problem-solving mentality to implement sustainable solutions.
• Use scripting languages and query large datasets for analysis and manipulation.
• Maintain a customer-centric approach with professional and empathetic support interactions.
• Collaborate with client success, product, and development teams to share customer feedback and contribute to enhancements.
• Take ownership of customer issues, ensuring timely problem resolution and customer satisfaction.
• Create and update knowledge base articles for self-service resources.
• Contribute to a positive team environment by sharing knowledge and resolving issues collaboratively.
• Provide feedback to management on customer challenges, system deficiencies, and improvement opportunities.

Required Qualifications

• Experience in technical support or a similar role, ideally with IoT devices, web applications, or APIs.
• Strong troubleshooting and problem-solving skills for resolving complex technical issues.
• Ability to communicate complex information in a simplified and concise manner.
• Proficient in interpreting and analyzing log files and using log analysis tools for troubleshooting.
• Skilled in scripting languages (e.g., SQL, Snowflake, Python, Shell) for data analysis and manipulation.
• Understanding and experience with API standards and protocols, HTTP methods, JSON/XML data formats, and webhooks.
• Curiosity and a strong bias for action.
• Willingness to work flexible hours and participate in on-call rotations.
• Familiarity with CRMs such as JIRA, Zendesk, or Salesforce.

Compensation

• Hourly Rate: $33.41 - $42.55
• Rate is based on various factors including market location, job-related knowledge, skills, and experience. This position is also eligible for an incentive compensation plan.

Benefits & Perks

• Medical, dental and vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Telehealth services
• 401(k) with match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs