What are the responsibilities and job description for the Technical Support Lead position at Wiliot and Careers?
Wiliot was founded by the team that invented one of the technologies at the heart of 5G. Their next vision was to develop an IoT sticker—a self-powered computing element that harvests radio frequency energy—bringing connectivity and intelligence to everyday products and packaging. This revolutionary combination of cloud and semiconductor technology is already being used by some of the world’s largest consumer, retail, food, and pharmaceutical companies to transform how products are made, distributed, sold, used, and recycled.
Our investors include SoftBank, Amazon, Alibaba, Verizon, NTT DoCoMo, Qualcomm, and PepsiCo.
As a growing startup, this role will continue to evolve, and we’re looking for leaders who are comfortable building support processes and teams that scale with the company.
The Technical Support Lead is a hybrid technical and operational leadership role. This person is responsible for building and scaling the support function as Wiliot expands its global footprint. This is a hands-on role where you will act as the final technical authority for escalations while simultaneously defining the processes, tools, and training required for a world-class support organization. You will bridge the gap between customer reality and R&D engineering to drive systemic product improvements.
Requirements:
- Requires a Bachelor's degree in a related area or a combination of relevant certifications and job experience.
- Significant experience in technical support or systems engineering, with a track record of leading or mentoring technical teams.
- Expert-level troubleshooting skills across complex hardware and software architectures.
- Advanced proficiency in SQL for data investigation; experience with Databricks or similar big-data environments.
- Proven experience managing support operations and reporting within Salesforce.
- Define and own the strategy for system monitoring and alerting, and working with internal partners on implementation.
- Strong organizational leadership skills with the ability to create structure in an ambiguous, rapidly changing environment.
- Exceptional communication and stakeholder management skills, with the ability to influence at all levels of the organization.
Preferred Qualifications
- Experience supporting complex, multi-disciplinary products (IoT, hardware cloud, or distributed systems).
- Previous experience scaling a technical support or operations function in a growing organization.
- Strong understanding of cloud-based architectures, APIs, and data flows in production environments.
- Experience working closely with R&D to drive product reliability, observability, and supportability improvements.
#LI-Hybrid
Responsibilities:
- Lead and mentor a team of Technical Support Engineers, overseeing daily operations, ticket prioritization, and resource allocation.
- Design and implement scalable support workflows, including escalation paths to R&D and cross-functional feedback loops.
- Define and own the strategy for system monitoring and alerting using Grafana and Prometheus.
- Synthesize data from Databricks and Salesforce to provide leadership with visibility into support health, product reliability trends, and scaling requirements.
- Act as the “Incident Commander” during high-severity service disruptions, coordinating the internal response and managing customer communications.
- Build and oversee the onboarding and training programs for new support hires, ensuring deep technical competency across the team.
- Collaborate with Product and Engineering leads to advocate for “supportability” features and ensure systemic issues are addressed in the development cycle.
- Own the evolution of the internal and external knowledge base, ensuring documentation keeps pace with rapid product iterations.