Sr. Platform Enginieer

Learn more about the company: Arqia specializes in mobile connectivity and IoT (Internet of Things) solutions, offering a robust platform for SIM card management and global connectivity. Its purpose is to transform the future of communication and connectivity in Brazil and worldwide. With a culture that values innovation and continuous development, we seek to connect people and businesses efficiently. Here, our motto is #TogetherWeAreBetter . We are looking for a Technical Support Engineer who is passionate about the Internet of Things (IoT) to serve as the technical backbone of our operations in Mexico. You will be the trusted expert and primary point of contact for our customers, responsible for diagnosing and resolving complex connectivity issues, ensuring successful integrations, and delivering an exceptional customer experience. Responsibilities: Level 2/3 Technical Support: Act as the main escalation point for all customer technical issues in Mexico related to IoT connectivity, M2M/eSIM SIM cards, and platforms. Diagnosis and Resolution: Analyze, diagnose, and resolve complex network issues, device connectivity problems, and platform configurations using monitoring tools and logs. Customer Onboarding: Provide technical support to new customers during the onboarding process, ensuring their devices connect and report correctly to our platform. Incident Management: Manage the full lifecycle of support tickets (creation, tracking, resolution, and closure) in the ticketing system, meeting defined SLAs. Technical Documentation: Create and maintain a knowledge base with troubleshooting guides, FAQs, and best practices for both customers and internal use. Internal Collaboration: Effectively escalate and communicate bugs or recurring issues to Development (Dev) and Product teams, acting as the voice of the customer. Training: Provide basic technical training to customers on platform usage and IoT connectivity best practices. Requirements: Experience: Experience in similar roles (L2/L3 Technical Support, Field Engineer, Network Support, NOC Engineer) within the Telecommunications or IoT Technology sector. IoT Connectivity (Critical): Strong experience with M2M connectivity technologies, SIM card management (including eSIMs/eUICC), and connectivity management platforms. IoT Protocols: Practical knowledge of IoT communication protocols such as MQTT, CoAP, and/or LwM2M. APIs: Experience using and troubleshooting REST/JSON APIs for platform integration and issue resolution. Networking: Solid fundamentals in TCP/IP networking, VPNs, firewalls, and network diagnostic tools. Cloud Platforms (Preferred): Familiarity with IoT services on cloud platforms such as AWS IoT Core or Azure IoT Hub. Languages: Fluent English and Spanish.