Technical Support Engineer III

LVT is redefining how businesses operate in the physical world, moving beyond traditional security solutions to deliver AI-driven, actionable intelligence that makes sites smarter, safer, and more secure. Since pioneering our first mobile, solar-powered units , our commitment to scrappy, hands-on innovation has made us an established leader and one of the fastest-growing companies in intelligent site technology. We are building the next generation of solutions-from our physical units in the field to a powerful Agentic AI platform-that allows our customers to gain unprecedented visibility and control over safety, compliance, and operations.

This is your chance to join a cutting-edge team that isn't just watching the world change, but actively building the technology that is changing it.

We’re a team that’s focused on growth and innovation, and we’re proud that our crew, products, and leadership are being recognized for it.

• A Top-Tier Growth Company: Named one of the Financial Times’ Fastest Growing Companies 2025 and #10 on the Inc. 5000 Rocky Mountain Regional list for 2025.
• Innovative Leadership: Our CEO, Ryan Porter, was named an EY Entrepreneur of the Year 2025, and our CTO, Steve Lindsey, was inducted into the Silicon Slopes CTO Hall of Fame in 2024.
• Product & Software Excellence: We were named one of The Software Report’s Top 100 Software Companies of 2023 and are a winner of the Security Today Govies Award for 2025.

LVT units run unattended in parking lots, job sites, and remote yards- when one goes dark, customer trust goes with it. As a Technical Support Engineer III, you'll own the escalations no one else could crack, working across cellular connectivity, networking, and Linux systems to restore uptime and find true root cause. You'll set the technical bar for the support team: coaching tier I and tier II support agents through hard tickets, turning recurring failures into permanent fixes with Engineering, and owning the runbooks the whole team works from every day.

LVT is a flexible-first company, but this is an in-office role based in our American Fork, Utah facility, where you'll work alongside other support teams and partner directly with software and cloud infrastructure engineers to remotely resolve incidents and manage bug remediation.

• Own resolution of LVT's most complex and ambiguous escalations across cellular, LAN, and Linux-based systems on deployed units - including failures with no documented diagnostic path.
• Serve as the escalation point for tier I and tier II support agents, coaching them through diagnosis rather than simply taking the ticket off their queue.
• Diagnose failures through deep log analysis, command-line investigation, and network tracing across the full stack - device, connectivity, and platform.
• Identify recurring failure patterns across the ticket queue and drive permanent fixes with software and cloud infrastructure engineering.
• Own the team's runbooks, standard operating procedures, and diagnostic documentation - authoring and revising the procedures tier I and tier II support agents rely on daily.
• Represent the Support department in post-incident reviews on high-severity outages, documenting root cause and closing the gaps that allowed them.
• Configure and tune system and network settings to restore and improve performance on deployed units.
• Communicate directly with customers and partners through tickets, chat, and phone during high-severity incidents, keeping stakeholders informed while the technical work proceeds.
• Drive technical projects end-to-end - diagnostic tooling, automation of repetitive troubleshooting, or support readiness for new product launches.

• Escalation-Level Troubleshooting: You're the person tickets get handed to when the runbook runs out. You've resolved issues that required forming a hypothesis and testing it, not following a decision tree.
• Linux Depth: Comfortable working in a Linux shell without a GUI - reading logs, inspecting services and processes, checking configuration, and diagnosing resource and connectivity problems from the command line.
• Networking Fluency: Working command of…