Technical Support Engineer

The Technical Support Engineer will provide high-quality, product-specific support, and guidance to customers in industrial markets. The workflow is primarily ticket-driven phone, e-mail, and remote desktop support. This position also includes cross-functional duties in technical sales, product testing, and product training

This is a non-exempt role and is eligible for overtime; the range is $30-$43, DOE. While we do have a preference for local candidates, we are open to remote workers located in the US.

A Typical Day Will Include:

• Assisting customers and partners to troubleshoot field issues

• High quality, low-medium volume help desk environment

• Educating & instructing individuals of varying technical competency
• Handling product returns

• Soft selling through supporting

• Advising customers on new projects & applications
• Solving customers issues by leveraging FreeWave solutions

• Advocating for the voice of our customers within FreeWave

• Working with product management to review design requirements
• Hardware & software testing
• Reviewing documentation

Requirements

Show off these KSA's (knowledge, skills and abilities):

Musts:

• Has serial and ethernet RF experience
• Ability to explain complex technical topics to any audience in writing or verbally

• Equally enjoy working with technology and people
• Strong drive to ensure customer success
• Can work with minimal supervision
• Independently research topics when confronted with unknowns
• The drive to become a subject matter expert

• Must be a US Person in accordance with United States immigration laws to be considered for this position

You'll stand out if:

• Experience with wireless products

• Wi-Fi, Bluetooth, unlicensed/licensed radio products

• Ability to perform RF path studies a big plus
• Field customer and problem-solving experience
• Has experience with satellite and network design
• Experience with FreeWave's line of FGR2, FGR3 and Zum family products

• Exposure to SCADA platforms

• Prior roles serving industrial markets

• Electric power, water/wastewater, oil & gas, defense sector

• Python script development or other software development experience
• Industrial automation experience

• PLCs, I/O, Serial, Ethernet, Modbus, MQTT

1. Prior roles presenting multi-day technical training sessions

Education:

Bachelor's degree in technical/scientific discipline, AND • 2+ years' of previous technical support, OR

Relevant combination of education and experience

Benefits

We offer:

"Unlimited" PTO + 10 holidays

Excellent health benefits (medical, dental and vision)

Company provided STD, LTD, Life and AD&D insurance

401k with employer matching

Access to two different EAP's and 24/7 counseling through SpringHealth and Uprise

Dog-Friendly office

A culture of innovation and support

See more at freewave.com

ITAR REQUIREMENTS:

FreeWave Technologies, Inc. engineers and manufactures certain products that are considered ITAR-controlled items under the International Traffic in Arms Regulations (ITAR). Consistent with ITAR, any position at FreeWave that involves work with the engineering or manufacturing functions of the Company may only be filled by a candidate who is (i) a citizen of the United States, or (ii) a person who has been accorded the privilege of residing permanently in the United States as an immigrant in accordance with the immigration laws or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here (https://www.pmddtc.state.gov/?id=ddtc_kb_article_page&sys_id=24d528fddbfc930044f9ff621f961987).

EOE/M/F/V/D

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Additional responsibilities and requirements may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.