Solutions Engineer

Motive

2d • Remote

About The Position

The Solution Engineer will provide technical support for home device management solutions, ensuring prompt responses to customer requests. Manage escalations from customers, partners, and internal teams. Collaborate with engineering teams to resolve complex issues effectively. Perform routine maintenance, software upgrades, and patch deployments to the production environments. Serve as a primary technical point of contact for customer support requests. Communicate effectively with customers, providing clear guidance and updates. Maintain detailed records of issues, resolutions, and troubleshooting steps. You will join an innovative and passionate team of engineers using cutting edge technologies like React, Kubernetes, OCP for our Device Management application. For this role, you should have in-depth knowledge of JavaScript, SQL, Shell scripting (Linux), TR-069 / TR-369 protocols. Main Responsibility Areas Delivers Professional Services to sound technical, business, and professional standards while ensuring strong customer satisfaction and success Provides technical expertise to Customer on ongoing business operations on device management Protects and furthers the Company’s excellent service reputation. Self-starter: Scopes and defines tasks, schedules, and delivers on time with quality delighting customer Researches and follows up on technical issues related to deliverables to inform, communicate, and train associates Applies technology and process to solve business problems. Makes technical decisions based on the business environment and carries forward the implementation to ensure the customer success. Proactive, self-driven and motivated to learn vs doing just what is told. Eager to step outside the comfort zone and take on challenges, the go-getter Not afraid to question and challenge things in the pursuit of continuous improvement Person who thrives on technology and learning new areas in the Device management and IoT space, growth mindset Lead by example, by producing high quality deliverables and solutions Excellent communication skills, able to articulate things easily, customer facing (able to lead a technical discussion with customer)

Requirements

• 5+ years of software consulting experience including direct customer contact
• Bachelor’s degree in computer science or equivalent field.
• Java script, SQL, Shell scripting (Linux)
• Experience in support, testing and software development is required
• Experience in MS Office Suite with expertise in Excel and PowerPoint
• Aata analysis and inference skill to pinpoint trends, patterns and present analysis to customer.
• Familiar with Atlassian products such as JIRA and confluence
• Knowledge and hands-on experience working with home networking equipment such as routers, gateways, extenders, etc.
• Hands on experience troubleshooting and resolving technical issues with complex devices and systems
• Running communication traces and interpreting device and server test logs
• Configuring software application (Home Device Manager - ACS server)
• Experience with application servers such as Oracle/BEA WebLogic is preferred
• Preexisting knowledge of TR-069 (CWMP) protocol is very helpful.

Nice To Haves

• Prior experience with Motive / Nokia Device Management products (CDP, SMP, HDM, MAS/HAL) or OMA-DM/TR069/TR369/LWM2M device management protocols is a huge plus.
• On boarding the new device types to Tier-1 customer environments and ensure upon successful activation
• Script development/fixes (Zero touch & Custom functions) and testing upon request to accommodate the device requirements
• Shell scripting on automating tasks in Linux servers
• To trouble shoot the device activation & communication issues with HDM application
• Verification of new FW installation on test devices and provide support to customer and device vendors
• Report generation on monthly basis (Device counts) & weekly basis (FW count cleanups)
• Communicate status updates and information to customer, project team and appropriate personnel regarding progress on ongoing FW deployments and support related items
• Ongoing maintenance and support for the test environments, application servers’ health check updates

Responsibilities

• Delivers Professional Services to sound technical, business, and professional standards while ensuring strong customer satisfaction and success
• Provides technical expertise to Customer on ongoing business operations on device management
• Protects and furthers the Company’s excellent service reputation.
• Self-starter: Scopes and defines tasks, schedules, and delivers on time with quality delighting customer
• Researches and follows up on technical issues related to deliverables to inform, communicate, and train associates
• Applies technology and process to solve business problems.
• Makes technical decisions based on the business environment and carries forward the implementation to ensure the customer success.

What This Job Offers

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