Technical Support Engineer III

LVT is redefining how businesses operate in the physical world, moving beyond traditional security solutions to deliver AI-driven, actionable intelligence that makes sites smarter, safer, and more secure. Since pioneering our first mobile, solar-powered units , our commitment to scrappy, hands-on innovation has made us an established leader and one of the fastest-growing companies in intelligent site technology. We are building the next generation of solutions-from our physical units in the field to a powerful Agentic AI platform-that allows our customers to gain unprecedented visibility and control over safety, compliance, and operations. This is your chance to join a cutting-edge team that isn't just watching the world change, but actively building the technology that is changing it. We’re a team that’s focused on growth and innovation, and we’re proud that our crew, products, and leadership are being recognized for it. A Top-Tier Growth Company: Named one of the Financial Times’ Fastest Growing Companies 2025 and #10 on the Inc. 5000 Rocky Mountain Regional list for 2025. Innovative Leadership: Our CEO, Ryan Porter, was named an EY Entrepreneur of the Year 2025, and our CTO, Steve Lindsey, was inducted into the Silicon Slopes CTO Hall of Fame in 2024. Product & Software Excellence: We were named one of The Software Report’s Top 100 Software Companies of 2023 and are a winner of the Security Today Govies Award for 2025. ABOUT THIS ROLE LVT units run unattended in parking lots, job sites, and remote yards- when one goes dark, customer trust goes with it. As a Technical Support Engineer III, you'll own the escalations no one else could crack, working across cellular connectivity, networking, and Linux systems to restore uptime and find true root cause. You'll set the technical bar for the support team: coaching tier I and tier II support agents through hard tickets, turning recurring failures into permanent fixes with Engineering, and owning the runbooks the whole team works from every day. LVT is a flexible-first company, but this is an in-office role based in our American Fork, Utah facility, where you'll work alongside other support teams and partner directly with software and cloud infrastructure engineers to remotely resolve incidents and manage bug remediation. ROLE RESPONSIBILITIES Own resolution of LVT's most complex and ambiguous escalations across cellular, LAN, and Linux-based systems on deployed units - including failures with no documented diagnostic path. Serve as the escalation point for tier I and tier II support agents, coaching them through diagnosis rather than simply taking the ticket off their queue. Diagnose failures through deep log analysis, command-line investigation, and network tracing across the full stack - device, connectivity, and platform. Identify recurring failure patterns across the ticket queue and drive permanent fixes with software and cloud infrastructure engineering. Own the team's runbooks, standard operating procedures, and diagnostic documentation - authoring and revising the procedures tier I and tier II support agents rely on daily. Represent the Support department in post-incident reviews on high-severity outages, documenting root cause and closing the gaps that allowed them. Configure and tune system and network settings to restore and improve performance on deployed units. Communicate directly with customers and partners through tickets, chat, and phone during high-severity incidents, keeping stakeholders informed while the technical work proceeds. Drive technical projects end-to-end - diagnostic tooling, automation of repetitive troubleshooting, or support readiness for new product launches. OUR IDEAL CANDIDATE Escalation-Level Troubleshooting: You're the person tickets get handed to when the runbook runs out. You've resolved issues that required forming a hypothesis and testing it, not following a decision tree. Linux Depth: Comfortable working in a Linux shell without a GUI - reading logs, inspecting services and processes, checking configuration, and diagnosing resource and connectivity problems from the command line. Networking Fluency: Working command of TCP/IP, DNS, DHCP, routing, VPNs, and firewall behavior, with the ability to isolate a network fault from an application fault. Cellular Connectivity: Familiarity with cellular/LTE-connected devices - signal quality, carrier behavior, APN and SIM configuration, and failover - or closely adjacent remote/IoT device experience. Root Cause Discipline: You close the loop on why something broke, not just how you got it working again, and you document it so the next engineer doesn't rediscover it. Documentation Ownership: Proven track record authoring runbooks and procedures that other engineers actually use - clear, current, and written for the person under pressure at 2 a.m. Influence Without Authority: Able to raise the technical bar around you - mentoring peers, driving adoption of better practices, and pushing fixes through Engineering without owning the roadmap. Judgment Under Load: Sound prioritization across multiple active high-severity incidents, with clear escalation instincts about when to pull in Engineering versus keep driving. Experience: 3+ years in a technical support engineering, escalation, or NOC-style role supporting deployed hardware or connected devices, plus technical certification or equivalent professional experience in Linux and network systems administration. Current LVT Technical Support Engineer IIs who consistently handle complex escalations and mentor teammates are strongly encouraged to apply. BENEFITS We believe you do your best work when your whole life is supported. We invest in our crew’s health, families, and financial futures with a benefits package designed to support you inside and outside the office. Full-time benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO. LVT IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S. If reasonable accommodation is needed to participate in the job application or interview process, and/or to perform essential job functions, please reach out to your recruiter. #J-18808-Ljbffr