Sr. platform enginieer

hace 4 días

Saltillo, México Arqia A tiempo completo

Learn more about the company:Arqia specializes in mobile connectivity and Io T (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 #Together We Are Better.We are looking for a Technical Support Engineer who is passionate about the Internet of Things (Io T) 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 Io T connectivity, M2 M/e SIM 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 Io T connectivity best practices.Requirements:Experience: Experience in similar roles (L2/L3 Technical Support, Field Engineer, Network Support, NOC Engineer) within the Telecommunications or Io T Technology sector.Io T Connectivity (Critical): Strong experience with M2 M connectivity technologies, SIM card management (including e SIMs/e UICC), and connectivity management platforms.Io T Protocols: Practical knowledge of Io T communication protocols such as MQTT, Co AP, and/or Lw M2 M.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 Io T services on cloud platforms such as AWS Io T Core or Azure Io T Hub.Languages: Fluent English and Spanish.

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