Wiliot · 19 hours ago
Technical Support Engineer
Plano, TX
Full-time
Onsite
Mid LevelWiliot is a pioneering company in the IoT space, known for developing innovative technology that enhances connectivity and intelligence in everyday products. The Technical Support Engineer will be instrumental in resolving technical issues within Wiliot’s Ambient IoT ecosystem, acting as a key point of contact for customers and ensuring high standards of system performance.
Internet of ThingsSemiconductorWireless
Responsibilities
Own the full lifecycle of customer technical issues, from initial report through root-cause analysis and final resolution
Perform complex troubleshooting across the entire stack, including physical Pixels, gateways, mobile bridges, and cloud-based data processing
Utilize Grafana dashboards and monitoring alerts to monitor system health, identify performance anomalies, and respond to incidents
Conduct deep-dive data investigations using SQL and Databricks to identify patterns in system behavior or hardware failures
Manage all customer communications and case documentation within Salesforce, ensuring clear updates and professional engagement
Collaborate directly with R&D and Product teams to escalate verified bugs and contribute to the product roadmap based on support trends
Develop and maintain internal runbooks, technical troubleshooting guides, and customer-facing knowledge base articles
Participate in an on-call rotation to manage critical incidents and provide status updates to stakeholders during high-severity events
Qualification
Required
Bachelor's degree in Computer Science, Electrical Engineering, Computer Engineering, Information Systems, or a related technical field
Proven experience in a technical, customer-facing role
Demonstrated ability to troubleshoot complex, multi-layered systems involving both hardware and software
Hands-on proficiency with SQL; experience using Databricks or similar data analytics platforms
Strong technical communication skills, with the ability to explain complex concepts to diverse audiences clearly and concisely
Ability to operate independently and take full ownership of tasks in a fast-paced environment
Preferred
Experience supporting IoT, hardware-based, or embedded products in production environments
Familiarity with RF concepts, wireless communication, or sensor-based systems
Prior experience working with ticketing or CRM systems (Salesforce, Zendesk, Jira, or similar)
Exposure to cloud-based systems, APIs, or data pipelines in a production environment
Experience participating in on-call or incident-response rotations
Company
Wiliot
Wiliot is an IoT company that develops self-powered tags that can be attached to products and packaging to sense a range of data.
Founded in 2017
201-500 employees
H1B Sponsorship
Wiliot has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (5)
2023 (3)
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
$269MKey Investors
SoftBank Vision FundVintage Investment PartnersGrove Ventures
2021-07-27Series C· $200M
2020-02-20Series B· $20M
2019-01-14Series B· $30M
Leadership Team
Tal Tamir
CEO and Co-Founder
Alon Yehezkely
CTO
Recent News
2026-01-09
2025-12-30
MarketScreener
2025-12-30
Company data provided by crunchbase