Technical Support Engineer at Lytx, Inc. in San Diego, CA

Summary: Lytx, Inc. is seeking a highly motivated Technical Support Engineer to join their dynamic team. The role involves providing exceptional support for IoT devices, web applications, and API integrations, while collaborating with internal teams to enhance customer experiences and resolve technical issues. Responsibilities: - Provide top-notch technical support, resolving issues with IoT devices, web applications, or APIs - Build and maintain product expertise to optimally tackle and resolve sophisticated technical problems - Demonstrate curiosity and a problem-solving mentality to implement sustainable solutions - Use scripting languages and query large datasets for analysis and manipulation - Maintain a customer-centric approach, ensuring professional and empathetic support interactions - Collaborate with client success, product, and development teams to share customer feedback and contribute to enhancements - Take ownership of customer issues, ensuring timely problem resolution and customer satisfaction - Create and update knowledge base articles for self-service resources - Contribute to a positive team environment, sharing knowledge and resolving issues collaboratively - Provide feedback to management on customer struggles, system deficiencies, and improvement opportunities Required Qualifications: - Experience in technical support or a similar role, ideally supporting IoT devices, web applications, or APIs - Strong troubleshooting and problem-solving skills for the timely resolution of complex technical issues - Ability to communicate complex info in a simplified and concise manner; can communicate effectively with others, able to develop and modify communication strategies to deliver difficult or complex information - Proficient in interpreting and analyzing log files, extracting insights, and troubleshooting using log analysis tools - Skilled in scripting languages (e.g., SQL, Snowflake, Python, Shell) for data analysis and manipulation - Understanding, and related experience supporting and testing, API standards and protocols, HTTP methods, JSON/XML data formats, webhooks, and proficiency in troubleshooting API-related issues - Curiosity and bias for action - A willingness to work flexible hours and participate in on-call rotations Preferred Qualifications: - Familiarity with CRMs like JIRA, Zendesk, or Salesforce Required Skills: Technical support experience, Troubleshooting skills, Scripting languages, API standards knowledge Important Skills: Log analysis tools, CRM familiarity Nice-to-Have Skills: Curiosity, Problem-solving mentality Benefits: Medical, dental and vision insurance, Health Savings Account, Flexible Spending Accounts, Telehealth, 401(k) and 401(k) match, Life and AD&D insurance, Short-Term and Long-Term Disability, FTO or PTO, Employee Well-Being program, 11 paid holidays plus 1 inclusive holiday per year, Volunteer Time Off, Employee Referral program, Education Reimbursement Program, Employee Recognition and Appreciation program, Additional perk and voluntary benefit programs