Operations Support Engineer, Digital Signage

Who We Are

Edge Beam is the world’s first Hybrid Network Operator (HNO)—a foundational layer at the edge enabling one-to-many data distribution for today’s wireless networks. We create & sell wireless services and solutions that solve edge connectivity challenges to connect people, data & devices through the untapped potential of broadcast networks.

This is a fully onsite role at our Boston Seaport office. We’ve found that proximity is an accelerator: ideas move faster, problems get solved at the whiteboard, and the wins are louder when the whole team is in the room for them. That’s how we win together, so we’re prioritizing candidates already live within commuting distance to the Seaport. Expect travel up to 25% to customer and reseller sites.

Edge Beam’s digital signage business runs through resellers: they architect and deploy the on-site solution, including our Halo gateway, and they own first-line support for the end customer. This role owns everything that comes back to us — the escalations resellers can’t close, the health of the Halo fleet, and the day-to-day device and CMS operations behind our resellers and media owners.

Halo is new to the market, so you will be defining how it gets supported rather than inheriting a playbook.

We also expect the person in this seat to automate their own job. Every manual step in support, provisioning and onboarding is a candidate, and we protect time for that work rather than treating it as something you get to when the queue is quiet. The role also flexes into field deployment when the queue allows.

• Own the digital signage support queue end to end. Intake from  and , triage, resolve, or open and drive a ticket with the reseller — and close the loop with the end customer either way.
• Diagnose Halo gateway issues remotely. Broadcast reception, cellular connectivity, content delivery, device health — and travel to site when remote diagnosis isn’t enough.
• Automate your own workload. Find the manual, repeated steps in support, provisioning and onboarding and eliminate them with scripts, scheduled jobs and tooling integrations. This is measured, not aspirational — see What Success Looks Like.
• Build and maintain the operational tooling around the support motion. Integrations across Jira, our CRM, device management and the inventory trackers, so data is entered once and reporting is not a manual exercise.
• Support the rollout and configuration of our CRM as the system of record for support and onboarding.
• Run device and CMS operations for signage. CMS configuration, set-top box provisioning, Halo device inventory, and connectivity troubleshooting across our cellular fleet.
• Onboard resellers and media owners. Provisioning, credentials, device allocation and shipping — and improve that process each time you run it.
• Work every item in Jira to the documented standard, correctly categorized and severity-set on incidents, so the backlog reflects reality.
• Support field deployments. Pre-stage and configure hardware, write and follow deployment runbooks, support installers remotely, occasional on-site work.
• Turn repeat tickets into documentation. Every second occurrence of the same issue becomes a runbook or knowledge-base page. This is an explicit expectation of the role, not a nice-to-have.
• Participate in escalation coverage outside standard hours.

• 5+ years in technical roles — systems, networking, IT, field engineering or similar — including 2–5 years directly owning technical customer support, field service, or NOC operations for a hardware-plus-software product.
• A demonstrated automation instinct. You have taken something you did by hand and made it run by itself. Bring examples: what was manual,…