Hardware Support Engineer – Field Device Operations
Panoptyc
AWSIoTLinuxShell ScriptingTCP/IP
Technical Customer Support Engineer
CloudZero
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSAzureCloudGoogle Cloud Platform
About the role
- Take ownership of escalated tickets from L1 support.
- Provide timely updates and resolutions to customers while maintaining high CSAT and responsiveness standards.
- Investigate and resolve complex technical issues involving APIs, integrations, data pipelines, and cloud environments (AWS, Azure, GCP).
- Reproduce customer issues, identify root causes, and suggest or implement solutions.
- Partner with engineering teams to triage bugs and escalate product issues.
- Create detailed internal runbooks, troubleshooting guides, and FAQs.
- Mentor L1 team members to improve overall support effectiveness.
Requirements
- 3+ years in a technical support, systems engineering, or DevOps-related role.
- Strong knowledge of cloud infrastructure (AWS required; Azure and GCP a plus).
- Proficiency with APIs, log analysis, and troubleshooting SaaS applications.
- Experience using ticketing systems (DevRev, Jira, Zendesk or similar).
Benefits
- Candidates must have permanent authorization to work in the United States without the need for current or future sponsorship.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
APIslog analysistroubleshootingcloud infrastructureAWSAzureGCPdata pipelinesintegrationstechnical support
Soft skills
ownershipcustomer servicecommunicationmentoringproblem-solvingcollaborationresponsivenessattention to detailcreativityadaptability
