Senior Technical Support Engineer

Semtech • Richmond, BC

66d • $75,000 - $90,000 • Hybrid

About The Position

This position requires sufficient technical expertise and excellent communication skills to consistently engage with our customers to solve their technical support needs. You will collaborate within the Technical Support Team, with product development engineers to investigate and resolve hardware and software issues. As the direct interface with customers, you'll provide critical feedback on their experience with our solutions. This role requires the ability to work independently and effectively prioritize complex, technically challenging support cases. You will also be responsible for maintaining and enhancing our Knowledge Base and AI-powered chatbot (ALTO), ensuring customers have access to accurate self-service resources. This position requires in-office attendance Monday through Thursday, with the option to work remotely on Fridays. As part of the support team, you will participate in an after-hours on-call rotation and may be required to work on Canadian statutory holidays, which are compensated with additional pay.

Requirements

• Bachelor’s degree in computer science, Information Technology or equivalent Certifications
• 3- 5 years of technical experience in telecommunications or IoT, with the focus on customers
• CCNA
• Sound networking background: TCP/UDP IP, Port-forwarding, modems/routers/switches configuration
• Firewalls, troubleshooting VPN and routing issues
• Experience troubleshooting issues with the OSI model
• AWS/Azure cloud platform knowledge
• Strong knowledge of Linux / Unix experience operating OSS systems
• Familiarity with scripting languages (Python, Bash) for automation

Nice To Haves

• ITIL knowledge or certification
• Vehicle telemetry: Knowledge of vehicle CANbus, OBDII, J1708 protocols
• Experience with container applications and APIs an asset
• Experience in designing and implementing networks
• Experience working with LLM

Responsibilities

• Troubleshoot request via email and phone calls.
• Help external customers or our sales/field engineering team troubleshoot and resolve technical issues
• Analyze logs, perform and analyze network packet captures, and troubleshoot complex technical problems to resolution or identify workarounds
• For highly technical issues, collaborate with team-members, field support staff and work with our engineers to isolate problems and implement solutions
• Share knowledge of the products and industry best practices by contributing to the Customer Knowledge Base which feeds into our AI chatbot
• Help implement our Semtech equipment and services with customers network environment
• Testing of our Products (Routers/) and Management Services before General Availability to the public

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level