Technical Support Engineer

Technical Support Engineer

As a Technical Support Engineer, you will play a crucial role in providing technical expertise and support to our enterprise clients. Your primary responsibility will be to address security and technical inquiries, analyze customer problems, and deliver effective solutions. Additionally, you will collaborate with our product engineering and sales teams to ensure customer satisfaction and drive sales growth. This position is based in the UK and will involve working closely with our sales teams, in a hybrid work environment.

Responsibilities include:

• Efficiently address and resolve technical inquiries from enterprise clients, actively participating in customer calls, offering support in on-premise server setup, and showcasing expertise in enterprise network environments and systems.
• Support sales through product demonstrations, showcasing ProtoPie product technical capabilities, and creating designer-friendly guidelines to aid clients in addressing technical issues.
• Conduct thorough investigations into customer technical issues, performing root cause analysis to identify underlying problems and provide appropriate solutions.
• Collaborate with product engineering teams to escalate complex issues, ensuring that they are resolved efficiently and to the satisfaction of the customer.
• Develop ProtoPie Integration apps (bridge apps) for hardware (different modes of wheel, LED, Knob, etc) and software (Unity/Unreal, IoT home assistant API, Voice API, etc.) for Solution Integrations.

Requirements include:

• 4+ years of professional experience in software-hardware integrated prototyping and familiarity with:
• Devices: Raspberry Pie, Arduino, Embedded devices (plus)
• Protocols: UART, TCP/UDP, Socket.IO, CAN/LIN (plus)
• Related Languages & frameworks: JavaScript/Typescript, Python, C++
• Basic scripting abilities: Bash, Batch, JS
• Strong Back end knowledge to work with following to setup and debug issues related to on-premise servers (Please attach your portfolio link to the resume: Git repository(GitHub), blog, or others)
• Linux, Docker, Docker Compose, SQL, Data Migration
• Networking
• Excellent verbal and written communication skills in English, with the ability to effectively convey complex technical concepts to both technical and non-technical audiences.
• Demonstrated kindness, empathy, and the ability to build strong customer relationships.
• Strong willingness and passion to continuously learn and grow in a fast-paced environment.

Plus experience:

• Experience with AWS, K8S and K8S echo system (ex. Grafana dashboard)
• Good understanding of Rest API development
• Good understanding of the design tools, Figma, Unity, or other UI/UX tools
• Experience with software-hardware integrated prototyping and familiarity with:
• Devices: Embedded devices
• Protocols: CAN/LIN