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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 self-powered computing element that harvests radio frequency energy—bringing connectivity and intelligence to everyday products and packaging. This revolutionary combination of cloud and semiconductor technology is already being used by some of the world’s largest consumer, retail, food, and pharmaceutical companies to transform how products are made, distributed, sold, used, and recycled.
Our investors include SoftBank, Amazon, Alibaba, Verizon, NTT DoCoMo, Qualcomm, and PepsiCo.
As a growing startup, this role will continue to evolve, and we’re looking for people who are comfortable building, adapting, and improving as we scale.
The Technical Support Engineer is a critical role responsible for the deep-dive investigation and resolution of technical issues within Wiliot’s Ambient IoT ecosystem. This role requires a “system-wide” troubleshooter who can navigate the complexities of hardware, firmware, and cloud software. You will be the technical point of contact for our customers, ensuring that system performance meets Wiliot’s high standards through proactive monitoring and reactive problem-solving.
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.
Requirements
• Requires a Bachelor's degree in a related area or a combination of relevant certifications and job experience.
• 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 Qualifications
• 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.
#LI-Hybrid
Skills Required
- Bachelor's degree in a related area or equivalent certifications and experience.
- 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, able to explain complex concepts clearly.
- Ability to operate independently and take full ownership in a fast-paced environment.
- 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.
What We Do
Wiliot powers your supply chain with continuous, scan-free visibility into item location and condition. The Wiliot Physical AI platform processes signals from battery-free Bluetooth sensors (IoT Pixels) using purpose-built AI and ML models. This enables real-time automated condition monitoring, inventory intelligence, and workflow optimization. Whether you have AI in place or are just starting, Wiliot delivers continuous, AI-ready data that drives ROI today and scales into advanced AI tomorrow. Trusted by leading global retailers and logistics companies, Wiliot’s platform processes billions of sensing events across millions of products every month. It integrates seamlessly into existing enterprise systems, enabling businesses to automate workflows, respond to issues instantly, and reduce waste—ensuring products arrive when and where they should, in perfect condition.
