Technical Support Engineer

Technical Support Engineer Direct Hire | Hybrid | Plano, TX. $80-100k + AMAZING PERKS & BENEFITS (Medical, options, 401k). Imprimis Group / IGXperts is partnering with a rapidly growing, well‑funded technology company that’s building something genuinely different in the IoT space. They’re early enough that you can still make a real impact but established enough to have strong backing and momentum. Our client is expanding their support team and needs someone who can step in, take ownership, and work directly with customers to solve complex technical issues. This is not a ticket‑closer role. It’s for someone who likes digging in, figuring things out, and being the go‑to person when things get complicated. Responsibilities Own technical issues from first report through resolution—no handoffs. Troubleshoot across hardware, firmware, and cloud environments. Monitor system performance and respond to issues before they escalate. Use data (SQL, Databricks or similar) to understand root causes. Deep investigation to identify patterns in system behavior or hardware failures. Work directly with customers—clear, confident communication is key. Partner with product and engineering teams to elevate and resolve deeper issues. Help build documentation, runbooks, and support processes as the team grows. Participate in an on‑call rotation (nights/weekends/holidays rotate, with flexibility built in). Requirements 3+ years in a technical support or customer‑facing role. Bachelor’s degree highly desired. Strong troubleshooting skills across multiple systems, experience working directly with customers, strong technical support and resolution skills. Excellent communication skills, ability to break down complex issues clearly. SaaS experience is strongly preferred, experience with IoT, hardware, or embedded system. SQL experience required; Databricks or similar is a plus. Able to work independently but also collaborate with a small team. Open to an on‑call schedule. Familiarity with tools like Salesforce, Zendesk, or Jira. Exposure to SRE or cloud‑based environments. #J-18808-Ljbffr Imprimis Group