Technical Support and Test Engineer Lead

Engineering - Professional Services Bangalore, India


Description

Do you want to drive that next wave of convenience, comfort, and security for consumers? How about enabling businesses to run more efficiently while servicing their customer needs better? Maybe you want to help redefine business models for service providers and manufacturers? Come join our Technical Support team, as we help large brands and enterprises transform their business with the Internet of Things.

Ayla Networks is redefining how service providers manage the quality of their in-home experience in a way that is cloud native, scalable, and economical. Ayla provides a holistic AI-driven platform that enables service providers to unlock 100’s of millions of dollars of value by finding network, device, software and environmental issues that have previously been hidden. We do this by combining our data processing and IoT expertise with purpose-built ML models that leverage a combination of data science and subject matter expertise.

Are you ready to elevate your skills to the next level?  We are looking for a Technical Support and Test Engineer Lead with a passion for delighting customers. You will gain exposure as well as hands-on experience with Ayla’s end-to-end IoT platform. You love the tech side, but also like the thrill of working directly with customers. You are a curious self-learner who adapts quickly to new technology. You work well with customers, engineers, and success teams to advocate for your customer’s needs internally.


What You Will Be Doing

  • Lead, mentor, and grow the India support and QA team
  • Monitor key performance metrics and ensure they are achieved
  • Prepare team for new product introductions and ensure the technical proficiency of the team
  • Work directly with customers to resolve technical support questions and escalations
  • Work cross-functionally with internal and external teams to troubleshoot and resolve device, mobile, and cloud support issues
  • Identify issues suitable for entry in the Ayla Knowledge Base (KB) as well as writing, reviewing, and releasing KB articles in coordination with product tech writers
  • Work in a 24/7 high-availability environment
  • Participate in a rotating on-call schedule
  • Documenting, executing, and reporting of verification plans and reports for Ayla customers
  • Test connected devices using a broad range of connectivity protocols and technologies such as Wi-Fi (802.11b/g/n/ac), Bluetooth, Zigbee (802.15.4), etc.
  • Conduct manual and automated testing of IoT products, apps, and dashboards across several vectors – functionality, usability, security, latency, and performance.


Desired Skills and Experience

  • Customer-focused and action-oriented
  • Excellent verbal and written communication skills with a desire to help others
  • Solid foundation in software with strong systems knowledge
  • Good communication skills and desire to help customers
  • Experience with networking protocols: Wi-Fi, TCP/IP, Zigbee, Z-Wave
  • Experience in C programming
  • Familiar with Linux
  • Embedded processor programming experience a plus
  • RESTful APIs experience a plus
  • Ready to work in dynamic, fast-paced startup environment
  • Education: BS/MS in Engineering or Computer Science (or equivalent)