Senior Support Engineer - Hardware

Sr Support Engineer - Hardware

BY Title: Sr Support Engineer 1

Location: Virtual within the US (CST or MST preferred)

Visa Sponsorship: We are unable to provide Visa sponsorship for this role

Overview

Join our dynamic team at Blue Yonder, where innovation meets excellence. We are excited to announce an opportunity to be part of the Doddle team, which was proudly acquired by Blue Yonder in 2023. Doddle's renowned, cutting-edge solutions in last-mile delivery and returns management play a crucial role in driving forward our mission to revolutionize the supply chain landscape.

In the role of a Sr Support Engineer, you will be responsible for providing comprehensive technical support for kiosk deployment projects, including on-site installation, configuration, and troubleshooting of hardware and software issues. They deliver remote support through various communication channels and tools, ensuring minimal downtime for clients, and manage Mobile Device Management (MDM) solutions for Android-based kiosks. The role involves diagnosing and repairing hardware and software issues, collaborating with multiple teams to ensure prompt resolutions, and maintaining detailed documentation for continuous improvement. Additionally, the engineer offers excellent customer service and technical guidance to clients, fostering confidence in kiosk operations.

What you'll do

• Deployment Field Support: During kiosk pilot deployment projects, provide on-site technical support expertise and training for deployments, including installation, configuration, and troubleshooting of hardware and software issues, as well as basic operational support training of staff utilizing the unit.
• Remote Support: Deliver remote troubleshooting and problem resolution via phone, email, and remote access tools including MDM and RMM, to clients, ensuring minimal downtime.
• MDM Management: Configure, deploy, and support Mobile Device Management (MDM) solutions to manage and monitor self-service kiosks running Android operating systems.
• Application Deployment: Utilise remote management tools and MDM to seamlessly deploy and maintain our application across client networks of thousands of android kiosk devices.
• Break-Fix Support: Diagnose and repair issues related to kiosk hardware and software, working closely with the 1st line Support Team and Field Engineering Technicians, the client, Product and Development teams, as well as hardware manufacturers, to ensure prompt resolution and minimal disruption to their service.
• Installation & Configuration: Assist with the setup, installation, and configuration of self-service kiosks, including software deployment via MDM.
• Documentation & Reporting: Maintain accurate documentation of technical issues, resolutions, and customer interactions to support continuous improvement and future troubleshooting. Review and improve user guides, manuals and SOPs pertaining to kiosk operations and support.
• Collaboration: Work closely with the Operations, Product Development and external partner support teams to identify and address recurring issues and help implement long-term solutions to improve system performance and reliability.
• Client Interaction: Provide excellent on-site (when required) and remote customer service and technical guidance to clients, ensuring satisfaction and confidence in kiosk operations.

What we are looking for

• Proven experience in Mobile Device Management (MDM) solutions such as SOTI MobiControl or Ivanti Neurons (MobileIron).
• Measurable experience of Remote Management and Monitoring tools (RMM) solutions such as Kaseya or N-Able.
• Strong knowledge of the technical support of hardware in retail environments including hardware and software components.
• Previous experience in field support and providing on-site technical services, including installation, maintenance, and troubleshooting of kiosks and related devices.
• Expertise in remote troubleshooting tools and techniques for diagnosing and resolving issues without on-site visits.
• Hands-on experience with break-fix services, including component replacement and repair for kiosk systems, terminals, and peripherals.
• Solid understanding of networking concepts, device management, and security protocols in relation to kiosk systems and mobile devices.
• Strong communication skills, with the ability to interact with both technical and non-technical clients.
• Ability to work independently and manage time effectively, balancing field and remote support responsibilities.

Personal Attributes

• Problem-solving mindset with a proactive approach to resolving technical challenges.
• Strong attention to detail and methodical in troubleshooting and documentation.
• Customer-focused with a dedication to delivering top-tier technical support.
• Comfortable working in a fast-paced, evolving environment with multiple concurrent priorities.

Nice to have

• Experience with Android and Windows-based kiosk operating systems.
• Experience with label printers and printer systems.
• Experience with handheld devices, terminals, mobile phones running Android or iOS operating systems.
• Certifications in MDM platforms (e.g., VMware, MobileIron, etc.).
• Previous work experience in the self-service kiosk industry or similar fields (e.g., digital signage, ATMs, or interactive kiosks).
• Familiarity with remote monitoring tools and device performance analytics.
• Ability to work flexible hours, including occasional weekends or on-call shifts.
• Ability to travel both nationally and internationally to support kiosk PoC and Pilot deployments, workshops and training activities as needed on an ad-hoc basis.

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The salary range for this role is $80,000 - $92,000 USD.

The salary range information provided, reflects the anticipated base salary range for this position based on current national data.  Minimums and maximums may vary based on location.  Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors.  In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.

At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes: 

• Comprehensive Medical, Dental and Vision 

• 401K with Matching 

• Flexible Time Off 

• Corporate Fitness Program 

• A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more

At Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.