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Tier II Technical Support Engineer

Tier II Technical Support Engineer

 

Elemental Machines is looking for an experienced, full-time Tier 2 Technical Support Engineer to join our team. 

The Tier 2 Technical Support Engineer is responsible for acting as the second line of defense in analyzing, diagnosing and resolving  up to 75 % of customer issues passed along from the Tier 1 Support team and quickly responding to help restore functionality.  You will also be responsible for identifying opportunities for overall system performance improvement, reliability, and enhancements. You will expertly manage time-critical  issues reported by end users and application monitoring. Additionally, you’ll work closely with the application engineering team to provide optimal resolutions for incoming error issues and product defects, and make recommendations for improvements that ensure overall ongoing product quality and stability. The ideal candidate for this role is someone with the right blend of experience working with hardware and software products. 

This role can be remote, or on-site.

Responsibilities: 

  • Triaging technical tickets and bugs before they are sent to our engineering team.
  • Come fully up to speed on our business applications and IOT devices. 
  • Perform root cause technical analysis of issues stemming from varying parts of the architecture.
    • Analysis of IOT Data Ingestion Engine Message stream using BigQuery and Influx Querying
    • Analysis of IOT Device Configurations to determine potential issues
    • Investigate Alerting issues by researching technical setup of Alert Rule settings in SQL database and looking at Alert logging to determine cause.
    • Investigate Reporting issues by researching Report setup in SQL, pulling source data manually from Influx or SQL and determining cause.
    • Troubleshoot issues with messaging by researching message delivery on Email, Voice Calling, SMS and Mobile Push messaging platforms and determining root cause.
    • Troubleshoot issues with IOT endpoint and gateway devices loading their configurations and sending data by using Balena device management platform and internal monitoring and debugging tools.
  • Communicate effectively, balance immediate and long term needs, and understands when to escalate critical issues to key stakeholders
  • Determine if there is a potential workaround or immediate technical solution and communicate that to the Tier 1 support team.
  • If an issue requires additional troubleshooting, identify the appropriate team who can best help resolve the problem.
  • Identify repeatable steps-based documentation for the issue to be used as documentation in the future.
  • If a true bug is identified, create Jira tickets including a full description of the issue including detailed steps to recreate.
  • Coordinate with Product and Customer Support teams to prioritize issues and defects.
  • Collaborate with the Development team to fix larger issues.
  • Responsible for continuous improvement processes for debugging customer-found issues
  • Assist our Testing team in identifying future bugs in test plans.
  • Collaborate with all tiers of support to triage issues, file and update bug reports
  • Creating documentation and materials to help educate both your customers and fellow team members on technical aspects of the product

Requirements:

  • 6+ years of software industry tech support experience in a fast-paced environment
  • Experience with IOT system architectures
  • Proven self-starter capable of managing multiple issues simultaneously
  • Experience in troubleshooting software and hardware problems
  • Ability to understand priority based on scope, need, urgency and relationship to business vision and goals
  • Proficient at "translating" technical information to people with different skill levels
  • Experience in Jira or similar project & bug tracking software
  • Ability to quickly learn new software applications and their components
  • Strong analytical and communication skills
  • Strong computer, data analysis, organizational and problem-solving skills
  • Occasionally working off-schedule or weekend hours to help solve a particularly sticky situation.
  • Programming experience desired
  • SQL Database Experience desired
  • Authorization to work in the United States

About us:

Today’s research, clinical, and quality control labs are expected to discover and produce at a pace once considered unimaginable. Now, to lead is to be led by data. The Elemental Machines platform elevates LabOps teams in charge of machines, instruments, data, facilities, training, quality, and compliance to lead data-driven discovery, development, and delivery. But there are over 300 Million physical instruments, devices, and machines not yet connected to the cloud. We are simplifying the connection between the physical and digital worlds using IoT and AI-driven insights. The result is a lab united by a universal cloud-connected dashboards and operations.

Excellence in LabOps is a connection away.

What do we do?

We elevate LabOps teams to lead data-driven discovery, development, and delivery.

How do we do it?

We simplify the connection between the physical and digital worlds.

Why do we do it?

Optimizing the operations of research, clinical, and quality control labs has an exponential impact.

The Culture:

Elemental Machines is a startup company based in Cambridge, MA, and we love it here! Being right next to some of the most innovative companies in the IoT and Biotech industries gives us drive and passion to pursue our own big goals, while enabling other companies to pursue theirs. 

We are committed to delivering on our promise to our customers: accelerate how they get science done. This commitment touches every level of our culture because we are excited every day to stretch our creativity in balancing the needs of our customers with the resources at our disposal and to thoughtfully interact with our peers to keep our mission on track.

To Apply:

Please send your cover letter & resume to joinus@elementalmachines.com and be sure to put the job title you are applying for in the subject line. 

 

Also, please answer the following two questions in your email:

  1. Are you legally authorized to work in the United States?
  2. Will you now, or in the future, require sponsorship for Employment VISA Status (e.g. - H-1B VISA Status)?

 

 

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