Technical Support Engineer

Lytx, Inc.•San Diego, CA

2d•$33 - $43

About The Position

We are seeking a highly motivated Technical Support Engineer to join our dynamic team! In this role, you will be responsible for providing exceptional support to our customers, resolving issues related to IoT devices, web applications, and API integrations. Your primary goal will be to build product expertise, deliver outstanding customer experiences, and collaborate effectively with internal teams to drive solutions.

Requirements

Experience in technical support or a similar role, ideally supporting IoT devices, web applications, or APIs.
Strong troubleshooting and problem-solving skills for the timely resolution of complex technical issues.
Ability to communicate complex info in a simplified and concise manner; can communicate effectively with others, able to develop and modify communication strategies to deliver difficult or complex information.
Proficient in interpreting and analyzing log files, extracting insights, and troubleshooting using log analysis tools.
Skilled in scripting languages (e.g., SQL, Snowflake, Python, Shell) for data analysis and manipulation.
Understanding, and related experience supporting and testing, API standards and protocols, HTTP methods, JSON/XML data formats, webhooks, and proficiency in troubleshooting API-related issues.
Curiosity and bias for action.
A willingness to work flexible hours and participate in on-call rotations.

Responsibilities

Provide top-notch technical support, resolving issues with IoT devices, web applications, or APIs.
Build and maintain product expertise to optimally tackle and resolve sophisticated 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, ensuring 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, sharing knowledge and resolving issues collaboratively.
Provide feedback to management on customer struggles, system deficiencies, and improvement opportunities.