EMS IoT Lead / Architect

EMS IoT Lead / Architect (Onsite – US/EST)

We are seeking an experienced EMS IoT Lead / Architect to provide system-level technical ownership for a large-scale connected IoT ecosystem. This role is responsible for platform stability, production issue resolution, and continuous improvement across devices, firmware, cloud services, mobile applications, and integrations. The EMS IoT Lead operates as the primary engineering authority during production incidents, leading triage, debugging, root cause analysis (RCA), fix strategy selection, and closure coordination. The role requires close collaboration with engineering, operations, customer support, and customer-facing teams to ensure reliable and consistent user experiences.

Key Responsibilities

• System-Level IoT Ownership
• Understand and debug end-to-end connectivity flows from device and firmware through cloud platforms to mobile applications
• Diagnose issues related to connectivity failures, message loss, latency, retries, state synchronization, and data inconsistencies
• Prioritize issues based on customer impact, severity, and recurrence, not component boundaries

• Incident Management & US-Time Response
• Act as the primary engineering escalation point during US business hours
• Lead real-time investigation and response for production incidents, NOC escalations, and customer-facing issues
• Evaluate and select the most appropriate resolution strategy, including hotfixes, configuration changes, rollbacks, and permanent code fixes
• Drive rapid mitigation to stabilize incidents while minimizing customer impact

• Debugging, RCA & Resolution Leadership
• Lead deep debugging and root cause analysis across distributed systems
• Analyze logs, telemetry, metrics, and traces across device, cloud, and application layers
• Determine whether issues can be resolved via tactical fixes, operational or configuration changes, or architectural or design changes
• Drive fixes to completion, coordinating development, validation, deployment, and verification until issues are fully resolved in production
• Ensure all resolved issues include clear RCA documentation and corrective actions

• Cross-Functional & Offshore Team Collaboration
• Work closely with cloud engineering teams, mobile engineering teams, firmware and platform teams
• Collaborate with offshore engineering teams, providing clear RCA context, technical direction, and execution priorities
• Enable effective follow-the-sun execution while maintaining ownership and continuity

• Customer Support & Stakeholder Communication
• Partner closely with Customer Support and NOC teams during incidents and escalations
• Communicate issue status, impact, and resolution progress clearly and consistently
• Coordinate with Marketing and customer-facing teams to support accurate and aligned customer messaging during incidents or service degradations
• Ensure timely and transparent communication throughout the issue lifecycle

• Escalation & Governance
• Escalate issues to core engineering or product teams only when they cannot be resolved through EMS
• Prepare high-quality escalation packages, including completed RCA, reproduction steps, impact assessment, and design or architectural considerations
• Maintain tracking and visibility of escalated issues through closure

• Process Improvement & Platform Stability
• Establish and enforce standards for issue intake quality, triage consistency, RCA documentation, closure, and communication
• Analyze trends and recurring issues to identify systemic risks
• Drive continuous improvements to reduce incident frequency and improve platform reliability

Technology Environment

The role requires hands-on familiarity with modern IoT and cloud platforms, including:

• AWS (compute, networking, deployments, monitoring)
• ClearBlade IoT Platform
• Datadog (logs, metrics, tracing, incident analysis)
• MongoDB or similar NoSQL databases

• MQTT-based device communication
• Device telemetry and command/control patterns
• Understanding of firmware interaction and device lifecycle concepts

• RESTful and event-driven APIs
• Mobile application interaction with cloud platforms
• Familiarity with iOS/Android release lifecycles and crash analysis concepts

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field
• 10+ years of experience in IoT platforms, distributed systems, or cloud-native architectures
• Proven experience in production incident management, debugging complex system issues, and root cause analysis
• Strong communication and decision-making skills under pressure

Preferred

• Experience with large-scale IoT or connected device platforms
• Background in telecom, industrial IoT, or consumer electronics ecosystems
• Experience working with NOC, customer support, and customer-facing teams

Success Metrics

• Reduction in incident resolution time (MTTR)
• Improved platform stability and reliability
• Reduction in recurring and systemic issues
• Quality of RCA and fix execution
• Effective collaboration across engineering, operations, and support teams

This role plays a critical part in ensuring reliable and consistent customer experiences, stable and scalable IoT platform operations, and allowing engineering teams to focus on innovation while production stability is maintained.