We are seeking a highly skilled and motivated Tier 3 System Engineer to join our exceptional team. As a Tier 3 System Engineer, you will play a crucial role in supporting our internal and external partners by providing expert-level technical assistance and resolving complex system issues. Your expertise and problem-solving abilities will contribute to the continued success of our organization and help us deliver outstanding solutions to our clients.

Your day to day will include:

• Design, develop, and execute on Tier 3 Triage Processes
  o Creating the ability to quickly assess situations, and get the right teams involved

• The process development and execution of Escalations
  o This allows the company to concentrate resources effectively and gain insights into areas of concentration

• The process refinement and execution of Problem Tickets
  o This allows other users of the problem tickets to quickly pick up information and execute on the items they need to to close the ticket

• Technical Documentation of Processes and New Product Enhancements
  o This allows other stakeholders to understand the steps to complete an action and allows Product to be able to see the process in its entirety in order to enhance effectiveness and efficiency

• Develop and maintain Operational Prioritization of items we need R&D and Product to work on
  o Maintaining a list and details about the highest prioritization of items that R&D and Product can work on to ensure the highest level of products and services NoTraffic Offers

• Metrics centered around use of documentation and highest priority tickets
  o Designing, developing, and presenting a KPI Dashboard that illustrates priorities and resource allocation

How you interface with the company:

• Operations:
  o Project Management: Working with PMO Team as an escalation path for any abnormalities that are found while onsite
  o NoTraffic Operations Center: Work closely with NOC as an escalation path to solve challenges. Create documentation to allow other teams to incorporate R&D and Product releases into their workflow. Create knowledge-based articles to find solutions faster. Own the Problem ticket space to ensure all items have enough information to be worked efficiently and in the right priority
  o Customer Success: Work with CSM to ensure items that clients bring up are properly documented, prioritized and closed out
  o Engineering Services Group: Work with ESG to bring in new knowledge, and document it in a way other team members can use in their daily workflow

• R&D: Contribute to the Research and Development (R&D) efforts of the company, providing insights and technical expertise to enhance product development and innovation
• Product: Collaborate with the Product team to provide technical input and contribute to the development of new features and enhancements. Offer feedback on product usability, performance, and customer requirements to improve overall product quality and user experience

You will be a good fit if you have:

• 5+ years of IoT device experience (Hardware and Software)
• 5+ years of Advanced Networking experience (Layer 2 and 3, TCP dump / wireshark, routers)
• 10+ years of Troubleshooting experience (Methodologies, documentation, and execution)
• 5+ years of Technical Documentation and Training experience
• 5+ Linux (SSH, Python scripting)