Technical Support Engineer

Lytx is seeking a highly motivated Technical Support Engineer to provide exceptional support to customers, resolving issues related to IoT devices, web applications, and API integrations. The role involves building product expertise, delivering outstanding customer experiences, and collaborating with internal teams. Responsibilities include troubleshooting complex technical problems, using scripting languages for data analysis, maintaining a customer-centric approach, and contributing to knowledge base articles.

Must Have

• Experience in technical support (IoT devices, web applications, APIs)
• Strong troubleshooting and problem-solving skills
• Ability to communicate complex information concisely
• Proficiency in interpreting and analyzing log files
• Skilled in scripting languages (SQL, Snowflake, Python, Shell) for data analysis
• Understanding and experience with API standards, HTTP methods, JSON/XML, webhooks
• Familiarity with CRMs like JIRA, Zendesk, or Salesforce

Perks & Benefits

• Medical, dental and vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs

Why Lytx?

We are seeking a highly motivated Technical Support Engineer to join our dynamic team! In this role, you will be responsible for providing exceptional support to our customers, resolving issues related to IoT devices, web applications, and API integrations. Your primary goal will be to build product expertise, deliver outstanding customer experiences, and collaborate effectively with internal teams to drive solutions.

You’ll Get to:

• Provide top-notch technical support, resolving issues with IoT devices, web applications, or APIs.
• Build and maintain product expertise to optimally tackle and resolve sophisticated technical problems.
• Demonstrate curiosity and a problem-solving mentality to implement sustainable solutions.
• Use scripting languages and query large datasets for analysis and manipulation.
• Maintain a customer-centric approach, ensuring professional and empathetic support interactions.
• Collaborate with client success, product, and development teams to share customer feedback and contribute to enhancements.
• Take ownership of customer issues, ensuring timely problem resolution and customer satisfaction.
• Create and update knowledge base articles for self-service resources.
• Contribute to a positive team environment, sharing knowledge and resolving issues collaboratively.
• Provide feedback to management on customer struggles, system deficiencies, and improvement opportunities.

What You’ll Need

• Experience in technical support or a similar role, ideally supporting IoT devices, web applications, or APIs.
• Strong troubleshooting and problem-solving skills for the timely resolution of complex technical issues.
• Ability to communicate complex info in a simplified and concise manner; can communicate effectively with others, able to develop and modify communication strategies to deliver difficult or complex information.
• Proficient in interpreting and analyzing log files, extracting insights, and troubleshooting using log analysis tools.
• Skilled in scripting languages (e.g., SQL, Snowflake, Python, Shell) for data analysis and manipulation.
• Understanding, and related experience supporting and testing, API standards and protocols, HTTP methods, JSON/XML data formats, webhooks, and proficiency in troubleshooting API-related issues.
• Curiosity and bias for action.
• A willingness to work flexible hours and participate in on-call rotations.
• Familiarity with CRMs like JIRA, Zendesk, or Salesforce

Benefits:

• Medical, dental and vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs

Hourly rate is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. This position is also eligible for an incentive compensation plan. The expected hiring hourly rate for this position is:

$33.41 - $42.55

Innovation Lives Here

You go all in no matter what you do, and so do we. At Lytx, we’re powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that’s what we do. Join our diverse team of hungry, humble and capable people united to make a difference.

Together, we help save lives on our roadways!

Lytx, Inc. is proud to be an equal opportunity employer. We’re committed to building a diverse and inclusive workforce and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, gender, genetic information, uniformed service, national origin, age, veteran status, disability, pregnancy, or any other status protected by federal or state law. We are committed to providing reasonable accommodation for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email TA@lytx.com. Lytx conducts background checks on applicants who receive a conditional offer of employment in accordance with applicable local, state, federal and regional laws. Qualified applicants with arrest or conviction records will be considered. Background check results may potentially result in the withdrawal of a conditional offer of employment and will be made in accordance with all applicable local, state, federal and regional laws.