Nine Twenty Technology have a fantastic new requirement for a Senior Technical Support Engineer to join a connected IoT device service provider based in Glasgow. Working together with customers and partners, this organisation is making IoT as accessible, repeatable and scalable as possible. As a Senior Technical Support Engineer, you will be working alongside a team of hard working, creative, and passionate engineers, who are crucial to the customer success experience for all customers.
This position is open to anyone in the UK, working remotely with very occasional visits to our Glasgow.
Responsibilities:
- Providing technical support across a number of products and services
- Managing incident and request tickets
- Performing advanced troubleshooting
- Working closely with the wider technical support teams for issue resolution / future release requirements
- Liaising with 3rd party suppliers and partners to accurately fix and resolve tickets.
Skills required for this role:
- Experience and understanding of TCP/IP addressing
- Understanding of Domain name zone files and how to relate to data traffic.
- Knowledge and/or experience working with Mobile Network Operators (incl. Roaming Partners), and a working knowledge of how cellular networks operate and function
- Understanding of APNs, IPSec's, OpenVPN, & relating technologies.
- Ability to perform traces using WireShark/CloudShark and to interpret results
- Experience with VPN clients
- Experience of use of a wide range of online tools such as DNS Lookup, RDNS,
- Experience of using SaaS, Networking and/or IoT/M2M advantageous.
- Experience in Connectivity as a Service (CaaS) and Platform as a Service (PaaS).
- Ability to understand monitoring dashboards such as Kibana, Grafana, Pingdom and DataDog.
- Clear understanding of expectations of SLAs and KPIs.
- Creating scripts and performing actions/checks via RunDeck.
- Experience with API's, v3~v4, and making requests to check services are running as expected
- Checking provisioning systems daily and ensure they are operating as expected.
- Experience with SIM card technology and/or cellular routers.
- Strong troubleshooting the differences of localized issues within a set region vs service wide impacting incident.
- Writing/providing weekly reports and information for RCA's as and when expected.
- Experience with Windows, Linux, CMD and BASH.
- Ability to identify issues based on their priority/risk to the customer/business
- Participation on the on-call rota as and when required.
Benefits
- Pension 7% ER for a minimum EE contribution of 4%
- 25 holidays per year plus statutory holidays on top
- TAKE 5 program – basically an additional 5 days leave employees have access to.
- BUPA healthcare and dental program
- EAP
- Travel Insurance
- 4x Salary Life Insurance
- Flexible working/Hybrid working/Remote
To be considered for this opportunity, please apply or call Sophie at nine Twenty for further info 07775 380 860