telecomunication,customer support,IoT,customer solution,solution engineer,work from home,Helpdesk,Solution Support,remote,Canada,Vancouver,West Coast1NCE is a pioneering leader in the IoT/Telco industry, committed to innovation and excellence. We are dedicated to fostering the growth of ambitious professionals who are passionate about making a difference.We are looking for a strong team player with hands-on mentality to join our international Customer Solution Support Team on a role of IoT Solution Engineer.  Join us and revolutionize the world of IoT! Our future colleague is located in North America and has opportunity to travel. This opportunity offers flexible work schedule.<ul><li>Client Education: Educate our clients on technical solutions, enhancing their understanding and application</li><li>2nd Level Support: Consult on a diverse range of 2nd level customer tickets, collaborating with various product teams for resolution</li><li>Ticket Escalation Guidance: Lead the escalation process of customer tickets, providing regular updates to management</li><li>Coordination: Liaise between 1NCE, our suppliers, and customers to coordinate effective solutions</li><li>Customer Satisfaction: Ensure resolutions meet customer satisfaction, including coordinating escalations with suppliers when necessary</li><li>Product Success Contribution: Contribute to our products success by ensuring customers fully comprehend and can integrate our product into their environments</li><li>Pre-Sales Support: Assist the pre-sales team during customer appointments by tailoring our products to specific customer needs</li><li>Technical Enthusiasm: Demonstrate a passion for technology, confidently simulating customer setups from IoT devices to server applications</li></ul><ul><li>Mobile Network Expertise: Knowledge of mobile network architecture, particularly core networks and network protocols</li><li>IoT Proficiency: Understanding of IoT devices and skill in analyzing network traces (e.g., using Wireshark)</li><li>IoT Device Control: Experience in managing IoT devices/modems (e.g., using Raspberry Pi or Arduino) for network tasks</li><li>Network Troubleshooting: Proficient in troubleshooting network issues, interpreting network traces, and resolving potential issues</li><li>Network Protocol Knowledge: Solid understanding of network protocols (TCP/UDP, MQTT, HTTP, GTP, MAP)</li><li>Scripting Skills: Experience in programming languages for script creation (e.g., C++) for daily tasks</li><li>BSS, API, and Web Interface Familiarity: Competence with BSS applications, APIs, and web interfaces</li><li>Cloud Environment Experience: Work experience in cloud environments, such as AWS</li><li>Incident and Problem Management: Familiarity with incident and problem management (e.g., ITIL standards)</li><li>Atlassian Products Experience: Experience with Atlassian products like Jira and Confluence is preferred</li></ul>Desirable Experience: <ul><li>Cloud Solutions Knowledge: Experience with Cloud Solutions is a plus</li></ul><ul><li>Short decision-making paths and a lot of creative freedom - with us you can really get involved and help shape the future</li><li>A work environment defined by respect, close and informal communications among teams, departments, and management</li><li>Plenty of space for new ideas and strategies where self-started individuals are highly valued and work effort is not measured in time but in results</li><li>Working on cutting-edge technologies </li><li>Flexible working models to accommodate work-life balance </li><li>Work around the globe program </li><li>Nilo.Health platform for your well-being </li><li>26 days of paid annual leave</li><li>Global and local events to strengthen our team spirit and have fun together</li><li>And many more depending on your location (e.g. gym membership, transportation allowance, language courses, pension scheme, etc.)</li></ul>​Vladimir Kaiser In case of any additional questions regarding the position: jobs@1nce.com