Job Description
Wiliot was founded by the team that invented one of the technologies at the heart of 5G. Their next vision was to develop an IoT sticker, a computing element that can power itself by harvesting radio frequency energy, bringing connectivity and intelligence to everyday products and packaging, things previously disconnect from the IoT. This revolutionary mixture of cloud and semiconductor technology is being used by some of the world’s largest consumer, retail, food and pharmaceutical companies to change the way we make, distribute, sell, use and recycle products.
Our investors include Softbank, Amazon, Alibaba, Verizon, NTT DoCoMo, Qualcomm and PepsiCo.
We are looking for a Support Engineer to join our Customer Support function. You will be part of a world-class team ensuring customer issues are identified and resolved quickly. This role brings together practical problem-solving, collaborative teamwork, and process-driven execution.
Responsibilities
- Provide tier 1 and tier 3 support for customer issues, triaging and resolving where possible.
- Monitoring system and solution health alerts using tools such as Grafana, OpsGenie and others
- Participate in incident response and root cause analysis (RCA) activities.
- Maintain and update documentation for support workflows and knowledge base.
- Collaborate with the R&D and Product teams to escalate and resolve complex issues.
- Help build and refine monitoring dashboards and alert logic
- Ensure SLA tracking and adherence.
- Take part in a rotating on-call schedule to provide 24/7 support coverage
Requirements
- 3+ years in technical support or reliability engineering roles
- Experience working with cloud infrastructure (AWS/GCP) and monitoring tools (e.g., Grafana, OpsGenie).
- Basic scripting and troubleshooting skills (Python, SQL).
- Strong analytical and communication skills
- Demonstrated ability to thrive in dynamic, customer-facing settings.
