Operations Support Engineer, Digital Signage

Job Description

Job Description

Who We Are

EdgeBeam is the world’s first Hybrid Network Operator (HNO)—a foundational layer at the edge enabling one-to-many data distribution for today’s wireless networks. We create & sell wireless services and solutions that solve edge connectivity challenges to connect people, data & devices through the untapped potential of broadcast networks.

Location & Work Dynamics

This is a fully onsite role at our Boston Seaport office. We’ve found that proximity is an accelerator: ideas move faster, problems get solved at the whiteboard, and the wins are louder when the whole team is in the room for them. That’s how we win together, so we’re prioritizing candidates already live within commuting distance to the Seaport. Expect travel up to 25% to customer and reseller sites.

Role Overview

EdgeBeam’s digital signage business runs through resellers: they architect and deploy the on-site solution, including our Halo gateway, and they own first-line support for the end customer. This role owns everything that comes back to us — the escalations resellers can’t close, the health of the Halo fleet, and the day-to-day device and CMS operations behind our resellers and media owners. Halo is new to the market, so you will be defining how it gets supported rather than inheriting a playbook.

We also expect the person in this seat to automate their own job. Every manual step in support, provisioning and onboarding is a candidate, and we protect time for that work rather than treating it as something you get to when the queue is quiet. The role also flexes into field deployment when the queue allows.

What You Will Do

• Own the digital signage support queue end to end. Intake from View email address on us.fitly.work and View phone number on us.fitly.work, triage, resolve, or open and drive a ticket with the reseller — and close the loop with the end customer either way.
• Diagnose Halo gateway issues remotely. Broadcast reception, cellular connectivity, content delivery, device health — and travel to site when remote diagnosis isn’t enough.
• Automate your own workload. Find the manual, repeated steps in support, provisioning and onboarding and eliminate them with scripts, scheduled jobs and tooling integrations. This is measured, not aspirational — see What Success Looks Like.
• Build and maintain the operational tooling around the support motion. Integrations across Jira, our CRM, device management and the inventory trackers, so data is entered once and reporting is not a manual exercise.
• Support the rollout and configuration of our CRM as the system of record for support and onboarding.
• Run device and CMS operations for signage. CMS configuration, set-top box provisioning, Halo device inventory, and connectivity troubleshooting across our cellular fleet.
• Onboard resellers and media owners. Provisioning, credentials, device allocation and shipping — and improve that process each time you run it.
• Work every item in Jira to the documented standard, correctly categorized and severity-set on incidents, so the backlog reflects reality.
• Support field deployments. Pre-stage and configure hardware, write and follow deployment runbooks, support installers remotely, occasional on-site work.
• Turn repeat tickets into documentation. Every second occurrence of the same issue becomes a runbook or knowledge-base page. This is an explicit expectation of the role, not a nice-to-have.
• Participate in escalation coverage outside standard hours.

What You Bring

• 5+ years in technical roles — systems, networking, IT, field engineering or similar — including 2–5 years directly owning technical customer support, field service, or NOC operations for a hardware-plus-software product.
• A demonstrated automation instinct. You have taken something you did by hand and made it run by itself. Bring examples: what was manual, what you built, and what it saved.
• Working scripting ability in Python, Bash or equivalent — enough to automate a repeated task, parse logs at volume, and cut the time it takes to investigate an issue.
• Comfortable working against APIs — reading the documentation, authenticating, and scripting against a REST API to move data between systems.
• AWS at a console-literate level, and willing to move automation into scheduled cloud jobs rather than leaving it on a laptop.
• Comfortable owning a queue and communicating directly with customers and partners in writing and on the phone, including when the news is bad. This role is externally visible.
• Strong network troubleshooting. IP addressing, DNS, DHCP, VPN, routing, reading a traceroute, and the judgment to isolate whether a fault is the device, the link, or the platform.
• Linux at a working command-line level. ssh in, read logs, inspect a service, restart a process.
• Evidence you document. Bring a runbook, knowledge-base article or process doc you wrote that someone else then used.
• Willingness to travel up to 25%.
• An AI first mindset and an ability to solve and implement using AI.

Nice to have  

• Digital signage or AV systems — Ryarc, BrightSign, Scala or a similar CMS.
• Cellular IoT / MVNO fleet management — Soracom, or any eSIM/APN provisioning.
• Infrastructure-as-code or CI/CD exposure — Terraform, CloudFormation, GitHub Actions.
• CRM administration or implementation experience.
• Broadcast exposure — ATSC 3.0, transport streams.
• Jira and Confluence as daily working tools.

Our Values

At EdgeBeam, we operate with a shared set of values:

• Customers First — We put our customers’ objectives and pain points ahead of our own.
• Dig Deep — We are technically curious and thorough in execution. We don’t cream skim.
• Win Together — Collaboration is in our DNA.
• Disagree & Commit — We welcome constructive conflict. Once we have made a decision, we are behind that decision 100%.
• No Jerks — EdgeBeam is not a place for jerks.

What Success Looks Like

30 Days: You understand the signage solution end to end — how a Halo receives, how content reaches a screen, and where the reseller’s responsibility ends and ours begins. You are working live escalations independently for the common cases, and you have mapped the manual steps in support and onboarding.

90 Days: Signage escalations route to you by default and close without pulling in senior engineers or the Director. The top five recurring issues have a documented triage path, inventory trackers are accurate, and you have shipped your first automation against a step you used to do by hand.

180 Days: Median time to first response on signage escalations is trending down and the signage backlog is flat or falling. At least three manual processes are automated and running unattended, with the time saved measurable. You have picked up a second area of coverage so no product lane is one person deep.

Equal Employment Opportunity

EdgeBeam Wireless is an equal opportunity employer. We consider qualified applicants for employment without regard to race, color, religion, sex, pregnancy or pregnancy-related condition, sexual orientation, gender identity, national origin, ancestry, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable law.