Field Support Engineer

A growing, venture-backed technology company is looking for a Field Support Engineer to support the deployment and ongoing operation of its technology solutions. This role combines technical customer support, on-site installation and training, troubleshooting, and data analysis. The successful candidate will work directly with customers to ensure smooth implementation, reliable device performance, and timely resolution of technical issues. The position involves both remote support and on-site visits to customer locations across the US, with occasional international travel for training and company meetings. Key Responsibilities: Provide technical support to customers via phone, email, and chat, responding to inquiries in a timely and professional manner in accordance with established response and resolution SLAs. Perform on-site installations, device setup, testing, and validation, and provide customer training at their facilities. Diagnose and resolve technical issues involving device connectivity, battery performance, firmware, and system operation. Analyze technical logs and system data to identify root causes and implement effective solutions. Use databases and SQL to investigate technical issues, validate information, and verify the accuracy and consistency of device data. Collaborate with internal engineering and support teams to resolve complex technical issues, escalating unresolved cases through the appropriate support tiers (Tier 1/2/3) as needed. Create and maintain troubleshooting guides, knowledge base articles, and technical documentation to support efficient issue resolution and knowledge sharing. Manage warehouse inventory, conduct inventory audits, and coordinate equipment shipments and shipment tracking as needed. Responsibilities also include handling and lifting equipment or packages weighing up to 15 lbs (approximately 7 kg). Provide occasional after-hours support to accommodate customers across different time zones. Travel within the US, up to 20% of the time, for customer installations, training, and technical support, as well as occasional international travel for training at the company's headquarters and annual company meetings. Salary: $85,000–$110,000 annually, depending on experience and qualifications Benefits: Health insurance, 401(k), paid time off (PTO), and additional benefits. Job requirements: Associate's or bachelor's degree in Electrical Engineering, Mechanical Engineering, or a related field, or equivalent practical experience 2-4 years of experience in technical support, field service, or hardware support Experience working with IoT, connected devices, or hardware-based technology solutions Strong analytical and troubleshooting skills, including the ability to identify root causes and implement effective solutions Excellent verbal and written communication skills in English Strong customer service skills and the ability to explain technical issues clearly Ability to prioritize tasks, manage multiple issues simultaneously, and meet deadlines in a fast-paced environment Valid driver's license and authorization to work in the United States Willingness and ability to travel domestically up to 20% of the time and internationally when required Ability to perform hands-on warehouse duties, including lifting equipment or packages weighing up to 15 lbs Advantages: Experience working with technology solutions in operational or industrial environments Familiarity with databases and SQL Experience using support and collaboration tools such as Zendesk, Gmail, Jira, and Slack. #J-18808-Ljbffr