Senior Technical Support Engineer, Plume Design
SMB
Platform for communications service providers
Job no longer available
Platform for communications service providers
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To keep you in the flow with any experiences you turn on.
Role
Who you are
- Education Requirements: BS/MS/PhD in Computer Science, Electrical Engineering or related technical field
- Equivalent practical experience is also considered
- Strong experience in a client-facing technical role with an emphasis on high-quality documentation
- Experience working on cloud applications and supporting REST APIs
- Passion for solving problems and advocating for customer success in a dynamic, technical environment
- Ability to learn new technologies quickly
- Excellent customer service and communication skills in variety of forms (written, conference calls, in-person)
- Proven ability to work independently and collaboratively
- Excellent analytical and organizational abilities
- Effective team player with strong verbal and written technical communication
- Hands-on experience managing projects involving Gateway and CPE devices
- Skilled in triaging issues and managing communication across multi-vendor technical and product teams
- In-depth understanding of cloud computing architecture including IaaS, PaaS, and SaaS delivery models
- Proficient in network management and troubleshooting tools such as Serial, SSH, Telnet, Wireshark, tcpdump, NAT, Firewall, IPSec, and IPtables
- Knowledgeable in LAN/WAN technologies, including switching and routing
- Understanding of cloud technology components such as virtualization, networking, applications, and APIs
- Good understanding of wireless technologies like 802.11a/b/c/g/n/ac/ax
- Experience using Jira, Confluence, Slack for managing technical projects
- High proficiency in writing idiomatic code in C/C++, Java, or Scala
- Strong understanding of algorithms, data structures, object-oriented programming, and embedded systems
- Experience with WiFi access points, OpenWRT, RDK, or OpenSync platforms is a plus
Desirable
- CCNA/CCNP, CWNA/CWSP or similar
- AWS Certified Solutions Architect
- PMP (Project Management Professional)
- ITIL Foundation or higher
What the job involves
- This is a technical role, providing support to Plume’s SMB customers and their technical teams
- You will be solving challenging problems daily using cutting-edge technologies and advanced architectural patterns involving distributed systems, reactive streaming, and stateful services
- You’ll deliver end-to-end solutions involving CPEs with OpenSync embedded into Plume’s cloud platform and beyond
- This is a high-impact, customer-facing role with strong growth potential and will put your software engineering skills to the test
- The role also spans project/account management, feature design, implementation coordination, and process definition
- You’ll be responsible for developing and maintaining deep expertise in customers’ systems and processes as they relate to the Plume platform
- As a Senior Technical Support Engineer you will serve as the primary technical point of contact—triaging issues, helping define new feature requirements, coordinating cross-functional teams, and representing key platform components such as Pods, Gateway Devices, APIs, data, roadmaps, and firmware integrations
- Your goal: ensure successful deployment, support, and customer satisfaction
- You'll work closely with Service Providers, SMB customers, and their technical teams to understand technical issues and coordinate resolution within Plume
- Provide both strategic and day-to-day technical expertise and support for assigned accounts
- Participate in all stages of the software design lifecycle working in multi-disciplinary teams spanning cloud, embedded devices, front-end web/mobile, data, and product
- Write clean, maintainable code, and perform peer code reviews
- Solve complex scale, integration, and architectural problems
- Act as the technical liaison between Plume and third-party vendors such as ODMs, chipset vendors, and software partners
- Identify Platform API product enhancement opportunities based on support trends
- Provide post-sales technical support and guidance for Platform API users
- Respond to setup-related and how-to questions from Platform API users
- Lead diagnosis, troubleshooting, and in-depth testing of difficult-to-reproduce issues
- Facilitate cross-functional customer experience review sessions with Product and Engineering
- Offer clear, actionable recommendations for product improvements and help prioritize them
- Collaborate on defining requirements and driving the development and deployment of new features
- Help create processes and documentation for the TAM team
- Serve as a Subject Matter Expert for the Plume platform
Our take
Smart devices within the home have become the norm, but Plume Design believes that this influx of revolutionary home tech is only as smart as the networks that support them. With many issues concerning smart devices, treatment is reliant on generic WiFi, unsafe networks, and expensive analysis. Plume Design remedies this with cloud-controlled internet platforms that are defined by the needs of the devices that use them.
With home office setups now the norm, Plume has fast become a necessary service for many small businesses and casual users. Its smart Wi-Fi networks are ground-level products upon which Plume offers more smart home services and it now has more than a billion devices on its network.
With substantial funding behind it, Plume’s post-COVID surge in business was one thing, but keeping up the momentum throughout the 2020s is quite another. Time will tell if the company can continue on its upward trajectory. But as long as it keeps its networks fresh (as it did in 2022 through its partnership with opensync software agent SamKnows), it shouldn’t have a problem as it scales up.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2021
$300m
LATE VC
Feb 2021
$270m
SERIES E
Total funding: $697.4m
Company benefits
- Lifetime Plume HomePass membership
- Allowance for home-office set up
- Monthly data or phone allowance
- Plume employee referral bonus program
- Public transportation reimbursement
- Retirement savings contributions
- Employee discounts
- Patent submission support and incentive award program
- Competitive and comprehensive health insurance coverage and extended benefits such as dental, vision, life, short/long-term disability insurance, and FSA/HSA (detailed coverage may vary by location)
- Employee assistance program
- Generous vacation policy to ensure time to recharge (open paid time off or generous accrued paid time off based on location)
- Health and wellness reimbursement and a Premium Strava membership
- Holistic health platform through Walking on Earth
- Generous parental leave policy
- Online and in-person team-building events
- PlumeStrong - our corporate social responsibility program designed to apply our resources (time, brainpower, product, money) for good
- Remote/flexible work arrangements
- Professional development opportunities
- Immigration support
Company HQ
Downtown North, Palo Alto, CA
Leadership
Sri Nathan
(Vice President of Major Accounts)Previously Co-Founder & Vice President of Business Development at Menara Networks, Vice President and Executive Consultant at Schema, and CEO at Liwana Technologies and Jasmine Networks.
Fahri Diner
(Chief Servant of Plume's people, customers and stakeholders)Currently Board Member at Kateeva and Tula Technology, Managing Director at Sigma Partners and Proprietor at Skipstone.
Adam Hotchkiss
(Vice President of Customer Solutions)Previously Vice President of Menara Networks, Sales at ADVA Optical Networking, Product Line Management at Qtera / Nortel and Product Manager at Fujitsu Network Communications.
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