Senior Technical Support Engineer, Plume Design

• 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

• 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
• 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