IoT Technical Support Specialist II

The IoT Technical Support Specialist is responsible for diagnosing and resolving complex connectivity issues that arise during installation and operation, most commonly related to customer Wi-Fi networks and cloud connectivity. This individual will serve as the primary escalation point for issues not resolved by dealer installers, regional technical advisors, or outsourced Level 1 / Level 2 support.

Responsibilities:

• Serve as Level 2 / Level 3 escalation support for IoT connectivity and performance issues.
• Troubleshoot and resolve Wi-Fi and network-related issues, including router configurations, security settings, ISP equipment, and mesh networks (e.g., SSIDs, bands (2.4GHz / 5GHz), WPA2/WPA3, DHCP, IP conflicts, firewalls).
• Use cloud dashboards and monitoring tools to assess device connectivity, signal strength, and system status.
• Own escalated cases end-to-end, working directly with dealers, installers, and homeowners to drive resolution.
• Translate technical findings into clear, actionable guidance for non-technical users.
• Develop a strong working knowledge of Culligan IoT devices, mobile applications, and cloud systems.
• Partner with engineering to distinguish product defects from environmental or network-related issues, providing clear reproduction steps, logs, and summaries when escalation is required.
• Identify recurring issues, document root causes, and contribute to reducing repeat escalations.
• Create and maintain troubleshooting guides, knowledge base articles, and best practices for installers and support teams.
• Provide feedback to engineering and product teams to improve connectivity, usability, and overall product performance.
• Perform other tasks as needed.

Requirements:

• Bachelors degree in Engineering, IT, Computer Science, or equivalent experience.
• 3+ years of experience in technical support, network support, IoT support, or a related customer-facing technical role.
• Strong understanding of home networking and Wi-Fi fundamentals, including router and mesh network configurations.
• Experience troubleshooting connected devices and using cloud-based monitoring or device management platforms and dashboards.
• Ability to interpret device logs, connectivity data, and system behavior to diagnose issues.
• Familiarity with ticketing/helpdesk systems (e.g., Zendesk, ServiceNow, Intercom).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Strong problem-solving skills with a methodical approach and attention to detail.
• Ability to work independently, prioritize effectively, and own complex issues through resolution.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies in this position:

• Resourcefulness
• Customer Focus
• Team Player
• Detail Oriented
• Integrity
• Analytical & Troubleshooting Skills
• Communication
• Initiative
• Judgement/Decision Making

Target Salary Range: $65,000 - $85,000 per year. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including paid time off, health, dental, vision, life, disability benefits and 401(k).