Technical Support Engineer (Tier 1&2) IRC302687

Description

Partner is one of the leaders in design, development and manufacturing data communications equipment for the industrial Internet of Things — connecting physical assets to business processes to deliver enhanced value.

Requirements

• Education & Experience: Associate’s or Bachelor’s degree in Computer Science, Network Engineering, Information Technology, or equivalent practical experience. 2–4+ years of hands-on technical support experience working with enterprise networking, cellular routers, or industrial IoT hardware.
• Networking & Protocols: Strong foundation in TCP/IP networking, static/dynamic routing, subnetting, NAT, DHCP, DNS, IPsec, OpenVPN, and firewall administration.
• Cellular & Wireless Systems: Solid understanding of cellular technologies (3G/4G LTE/5G, CBRS), APN setup, SIM management, antenna selection, and cellular signal metrics (RSRP, RSRQ, SINR).
• Operating Systems & Diagnostic Tools: Proficiency with Linux command-line interfaces (SSH, terminal navigation), serial communications (RS-232/485), and diagnostic utilities such as Wireshark, tcpdump, and syslog.
• Soft Skills & Operational Capability: Excellent verbal and written communication skills to articulate complex technical steps clearly. Proven ability to systematically troubleshoot hardware/software interactions, manage a ticketing queue under defined SLAs, and maintain detailed documentation.
  
  
  

Job responsibilities

The Technical Support Engineer (Tier 1/2) provides end-to-end technical assistance for MultiTech’s portfolio of industrial cellular routers, modems, and IoT gateways, including the MultiConnect rCell and Conduit series. Operating as the primary and secondary technical escalation layer—excluding Tier 3 software development or core firmware engineering—this role handles everything from initial customer inquiry to complex network troubleshooting.

Responsibilities span front-line support and advanced technical diagnostics. You will assist enterprise customers, distributors, and field engineers with initial hardware setup, SIM provisioning, APN configurations, and carrier connectivity over public and private cellular networks (LTE, 5G, CBRS). At an advanced level, you will analyze system logs, perform packet captures (Wireshark), and resolve complex IP routing, IPsec/OpenVPN tunnel, firewall, and NAT configurations. Additionally, you will guide users through device provisioning via the MultiTech DeviceHQ management platform, deploy firmware updates using the mPower OS, and recreate customer-reported issues in a local lab environment to determine root causes before escalating genuine defects.

What we offer

Empowering Projects: With 500+ clients spanning diverse industries and domains, we provide an exciting opportunity to contribute to groundbreaking projects that leverage cutting-edge technologies. As a team, we engineer digital products that positively impact people’s lives.

Empowering Growth: We foster a culture of continuous learning and professional development. Our dedication is to provide timely and comprehensive assistance for every consultant through our dedicated Learning & Development team, ensuring their continuous growth and success.

DE&I Matters: At GlobalLogic, we deeply value and embrace diversity. We are dedicated to providing equal opportunities for all individuals, fostering an inclusive and empowering work environment.

Career Development: Our corporate culture places a strong emphasis on career development, offering abundant opportunities for growth. Regular interactions with our teams ensure their engagement, motivation, and recognition. We empower our team members to pursue their career goals with confidence and enthusiasm.

Comprehensive Benefits: In addition to equitable compensation, we provide a comprehensive benefits package that prioritizes the overall well-being of our consultants. We genuinely care about their health and strive to create a positive work environment.

Flexible Opportunities: At GlobalLogic, we prioritize work-life balance by offering flexible opportunities tailored to your lifestyle. Explore relocation and rotation options for diverse cultural and professional experiences in different countries with our company.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.