<p>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.</p> <p>Responsibilities:</p> <ul> <li>Serve as Level 2 / Level 3 escalation support for IoT connectivity and performance issues. </li><li>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). </li><li>Use cloud dashboards and monitoring tools to assess device connectivity, signal strength, and system status. </li><li>Own escalated cases end-to-end, working directly with dealers, installers, and homeowners to drive resolution. </li><li>Translate technical findings into clear, actionable guidance for non-technical users. </li><li>Develop a strong working knowledge of Culligan IoT devices, mobile applications, and cloud systems. </li><li>Partner with engineering to distinguish product defects from environmental or network-related issues, providing clear reproduction steps, logs, and summaries when escalation is required. </li><li>Identify recurring issues, document root causes, and contribute to reducing repeat escalations. </li><li>Create and maintain troubleshooting guides, knowledge base articles, and best practices for installers and support teams. </li><li>Provide feedback to engineering and product teams to improve connectivity, usability, and overall product performance. </li><li>Perform other tasks as needed. </li></ul> <p>Requirements:</p> <ul> <li>High School Diploma required, Bachelor's degree in Engineering, IT, Computer Science preferred, or equivalent experience. </li><li>3+ years of experience in technical support, network support, IoT support, or a related customer-facing technical role. </li><li>Strong understanding of home networking and Wi-Fi fundamentals, including router and mesh network configurations. </li><li>Experience troubleshooting connected devices and using cloud-based monitoring or device management platforms and dashboards. </li><li>Ability to interpret device logs, connectivity data, and system behavior to diagnose issues. </li><li>Familiarity with ticketing/helpdesk systems (e.g., Zendesk, ServiceNow, Intercom). </li><li>Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences. </li><li>Strong problem-solving skills with a methodical approach and attention to detail. </li><li>Ability to work independently, prioritize effectively, and own complex issues through resolution. </li></ul> <p>Competencies:</p> <p>To perform the job successfully, an individual should demonstrate the following competencies in this position:</p> <p>Resourcefulness Customer Focus Team Player</p> <p>Detail Oriented Integrity Analytical & Troubleshooting Skills</p> <p>Communication Initiative Judgement/Decision Making</p> <p>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).</p>