Support Engineer

The Opportunity:

The Integrated Solutions & Support Engineer is responsible for supporting the configuration, preparation, and enablement of hardware used in customer implementation projects and support needs. This role works closely with the Hardware Product Manager to configure devices, assist in hardware testing, and help streamline the order placement and configuration workflow. Additionally, this person will be responsible for technical support regarding hardware and networking support tickets.

• Configure hardware components for implementation projects and support requests, including Aruba access points, tablets (Mimo and Samsung), displays, IoT devices, temperature hardware, and RFID readers/antennas.
• Assist with testing and validation of new devices and participate in vendor selection processes under the direction of the Hardware Product Manager.
• Ensure a seamless, efficient, and consolidated process from support ticket to hardware configuration.
• Follow established configuration standards and documentation to ensure consistent and accurate hardware setup.
• Create, update, and maintain documentation related to hardware configuration, setup procedures, and operational processes.
• Collaborate with internal teams, including Support, Implementation, Product, and Engineering.
• Learn and follow internal processes related to system installation, prototypes, testing, and technical feasibility.
• Contribute to quoting and estimating efforts as experience grows.
• Support customers through hardware and networking support needs.
• Participate in occasional local customer site visits for training and operational exposure.

• Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related field; or equivalent practical experience.
• Basic understanding of hardware implementation, networking concepts, and engineering fundamentals.
• Technical troubleshooting experience, specific to IoT devices, displays, and network configuration.
• Ability to work with hardware components, wiring, and technical tools.
• Familiarity with ticketing and task management systems such as Asana and Zendesk.
• Proficient in Microsoft Outlook, Teams, and Excel for communication, coordination, and basic data management.
• Comfortable using documentation tools such as Confluence.
• Strong communication skills, with the ability to document clearly and collaborate across teams.
• Ability to work independently and follow structured processes.

• Experience configuring networking hardware (e.g., Aruba, Fortinet) or servers (Dell tower or rack).
• Prior work in a software company with hardware components, IoT devices, or RFID technology.
• Support or customer-facing experience.
• Exposure to hardware testing, troubleshooting, or implementation workflows.
• Exposure to Fortinet devices is a plus but not a requirement.

• Primary work will be completed in a warehouse environment, which may experience fluctuating temperatures.
• Must be able to lift and move hardware independently, including displays up to 55”
• Requires use of hands for hardware configuration, wiring, and general setup tasks.
• Flexible start and end times may be available based on business needs.

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
  
  Vision insurance

• hardware configuration: 1 year (Required)
• Technical support: 1 year (Preferred)