IoT Technical Specialist
Job Description & How to Apply Below
Term: Permanent
The IoT Technical Specialist is IoTKinect's single point of intake for technical support across direct customers, reseller partners, and internal staff—splitting time between ticket triage/resolution and hands-on device commissioning, while owning the runbook library that scales the support model.
The IoT Technical Specialist is our single front door for technical support for the direct customers who make up most of our business today, for the reseller partners we expect to grow substantially over the next two years, and for IoTKinect staff internally. The days split between the queue and the bench: triaging and resolving tickets one hour, commissioning sensors and gateways for a deployment the next.
This role also owns our support documentation. Runbooks written by developers are pitched at people who already understand the system; runbooks written by the person answering the phone's land at the right level. You will author them, with technical sign-off from the development team — and building that library is how the role grows from resolving known issues to resolving new ones.
You will be trained and mentored directly by the Operations & Support Manager, with a clear path to an intermediate position as your skills and ownership expand.
Job Type and Salary
Permanent, Full-time
Salary: $55,000 - $70,000 per year
Flexible schedule:
Monday–Friday (37.5 hours per week)
Benefits include Dental Care, extended health care, and paid time off
Reports To
Operations & Support Manager
Growth & Culture
Mentored directly by the Operations & Support Manager, with a clear path to an intermediate position
Exposed to production IoT infrastructure from day one, with progressively more ownership over deployments, partner accounts, and technical decisions
Path runs toward an intermediate technical position with ownership of specific platforms and customer accounts, a growing role enabling reseller partners, and eventually participation in an on-call rotation as the support offering matures
IoTKinect operates a tiered support model, and this role sits at the center of it. Most customers are served directly, which means this role is both the first point of contact and the first line of resolution for most tickets. Where we work through reseller partners, those partners handle Tier 1 with their own end customers, and this role picks up what they escale.
Either way, it is the single point of intake for everything that reaches us and the resolver for any issue covered by an existing runbook.
Escalation routes by cause: sensors, gateways, connectivity, accounts, and general IT go to the Operations & Support Manager; issues in our in-house applications go to the software development team; issues in vendor-managed platforms we resell are raised with the vendor by the Operations & Support Manager, not directly by this role.
The routing test is one question: does a runbook exist? If it does, this role resolves the ticket. If it does not, the ticket escalates — and the resolution produces the runbook that keeps the next one from escalating.
Our partner channel is small today and expected to grow significantly over the next 24 months. As it does, the documentation this role produces becomes the basis of what partners use to resolve issues themselves, which is what makes the channel scale.
Serve as the single point of intake for all inbound support contact — direct customers, reseller partners, and internal staff
Log and categorize every contact in the ticketing system — including contacts resolved in under five minutes, because unlogged volume cannot be documented or staffed against
Triage, prioritize, and resolve any issue covered by an existing runbook, whether application or infrastructure related
Escalate cleanly when no runbook applies, with complete supporting detail: logs, screenshots, account IDs, timestamps, and steps to reproduce
Route escalations to the correct owner — Operations for sensors, connectivity, accounts, and IT; the development team for in-house applications; the Operations & Support Manager for anything requiring a vendor ticket
Keep…
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