Remote Support Engineer - Tier 3 (Network Specialist)
Augury
About The Position
Are you a skilled professional in IoT hardware and networking? We're looking for a Remote Support Engineer like you to join our team! In this role, you'll play a vital part in ensuring seamless connectivity and operation of IoT devices deployed at customer sites. You'll diagnose and resolve network-related issues, provide expert technical support, and collaborate with cross-functional teams to enhance the reliability of our IoT solutions. If you're ready to make an impact, we want to hear from you!
A Day In Your Life
- Network Troubleshooting:
- Diagnose and resolve issues affecting IoT hardware connectivity.
- Perform remote analysis of connectivity issues and implement solutions with customer collaboration.
- Document events and resolutions in a structured manner.
- Remote Technical Support:
- Use remote tools and communication channels to assist customers and internal teams.
- Guide customers through technical processes with clear instructions.
- Escalate unresolved issues to relevant internal teams as needed.
- IoT Device Configuration:
- Assist with the setup and configuration of IoT hardware.
- Ensure seamless integration into customers' network environments.
- Customer Interaction:
- Engage with customers professionally to address network concerns.
- Provide status updates and manage expectations throughout the resolution process.
- Documentation & Knowledge Sharing:
- Create and maintain detailed records of network configurations and troubleshooting steps.
- Contribute to the knowledge base to help internal teams and customers with recurring issues.
- Quality Assurance:
- Participate in pre-release testing to identify and resolve potential networking issues.
- Provide feedback on hardware and software to improve product stability.
- Collaboration:
- Work closely with hardware engineers, software developers, Customer facing teams and QA teams to solve complex problems.
- Share insights to improve cross-functional understanding of network-related challenges.
What You Bring
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience in a support, network engineering, or similar technical role.
- Strong knowledge of IoT hardware and networking protocols.
- Proficiency in diagnosing and resolving network issues (e.g., TCP/IP, DNS, DHCP, VPNs).
- Experience with remote support tools and methodologies.
- Excellent communication skills (verbally and written) to simplify technical information for non-technical stakeholders.
- Ability to work in the Haifa office a minimum of two days per week.
Perks
- Stock options
- Paid parental leave
- Flex PTO
- Hybrid 4-day work week, every other week
Augury is a people-first organization. We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and we welcome those from all backgrounds and varying experiences. We are committed to providing employees with a work environment free of discrimination and harassment. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees.
Augury is a proud equal opportunity employer, we strive to create a work environment in which everyone, all applicants, employees, customers, guests, and vendors feel safe and comfortable. We commit to maintain a workplace that is free of any type of harassment and does not tolerate anyone intimidating, humiliating, or hurting others. We prohibit willful discrimination based on age, gender, ethnicity, race, color, religion, political opinions, sexual orientation, sexual identity or expression, military or veteran status, disability or any other characteristic protected by law.