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:
- High School Diploma required, Bachelor’s degree in Engineering, IT, Computer Science preferred, 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).