Support Engineer

Experience: **1–2 Years**

• *About Cavli Hubble**

Cavli Hubble is an IoT management platform designed to simplify connected\-device management, connectivity monitoring, and IoT lifecycle operations. We are looking for a customer\-focused and technically capable Support Engineer to assist customers, troubleshoot platform issues, and coordinate with the Cloud Engineering team to ensure timely resolution.

• *Role Overview**

The Support Engineer will be the first point of contact for customer tickets relating to Cavli Hubble. The role involves first\-level investigation, clear customer communication, accurate ticket documentation, and escalation of complex issues to the relevant engineering teams.

• *Key Responsibilities**

• Monitor, acknowledge, and respond to customer support tickets related to the Cavli Hubble IoT management platform.
• Perform first\-level troubleshooting of platform access, device onboarding, connectivity visibility, dashboards, device management, messaging, and other platform features.
• Collect relevantdetails, reproduce issues where possible,review logs and error messages,and identify likely causes.
• Coordinate with the Cloud Engineering team on complex issues, providing clear problem statements, troubleshooting steps, logs, timestamps, screenshots, and other supporting evidence.
• Track tickets from initial report through resolution, maintain accurate status updates, and work within defined SLAs and timelines.
• Communicate professionally with customers about investigation progress, workarounds, dependencies, and resolutions.
• Maintain and improve troubleshooting guides, FAQs, knowledge\-base articles, and standardoperating procedures.
• Collaborate with Product, Cloud Engineering, Firmware, and other teams to resolve customer issues and relay recurring feedback.
• Identify repeated problems and suggest improvements to support processes, product usability, and customer experience.
• Prioritize multiple requests based on urgency and customer impact, while maintaining quality under pressure.

• *Required Skills and Qualifications**

• 1–2 years of experience in technical support/product support/ application support, or a similar role.
• Basic understanding of web applications, cloud\-based platforms, and IoT concepts.
• Working knowledgeof networking fundamentals such as IP addressing, DNS, HTTP/HTTPS, TCP/IP, and REST APIs.
• Ability to follow structured debugging practices using logs, error messages, browser developer tools, API tools, or similar utilities.
• Excellent spoken and written English, with the confidence to communicate clearlywith customers and internal teams.
• Strong coordination, interpersonal, analytical, and problem\-solving skills.
• Ability to document technicalfindings clearly and explain issues to technicaland non\-technical stakeholders.
• Ability to manage multiple tickets, work under pressure, meet stipulated timelines, and take ownership through closure.
• Customer\-first attitude, willingness to learn, and accountability.

• *Preferred Qualifications**

• Exposure to IoT platforms, device management systems, SIM/ eSIM connectivity, or cellular IoT technologies.
• Familiarity with ticketing tools such as Jira, Freshdesk, Zendesk, or equivalent.
• Experience with API testing tools such as Postman; basic knowledge of Linux commands, databases, cloud environments, and log analysis.
• Awareness of MQTT, HTTP\-based messaging, or other IoT communication protocols.

• *Education**

Bachelor’s degree in Computer Science, Information Technology, Electronics and Communication Engineering, or a related technical discipline.

• *Key Competencies**

Customer empathy • Systematic debugging • Clear communication • Cross\-functional coordination • Ticket ownership • Prioritization and time management • Adaptability in a fast\-paced environment

• *Measures of Success**

• Timely ticket acknowledgment and resolution within defined SLAs.
• Effective first\-level debugging and well\-documented escalations that help reduce resolution time.
• Clear, consistent customer updates and ownership of issues through closure.
• Useful support documentation and proactive identification of recurring issues.

Application Question(s)

• How many years of experience do you have in Technical Support, Application Support or Product Support?
• Do you have working knowledge of networking concepts such as TCP/IP, DNS, DHCP and HTTP/HTTPS or any other?
• Have you handled technical support tickets, investigated reported issues and coordinated escalations?
• Are you comfortable communicating directly with customers through calls and emails to understand and resolve technical issues?
• Do you have experience using REST APIs?
• Where's your location?

Work Location: In person