Support Engineer Lisboa

Wiliot was founded by the team that invented one of the technologies at the heart of 5G. Their next vision was to develop an Io
T sticker, a computing element that can power itself by harvesting radio frequency energy, bringing connectivity and intelligence to everyday products and packaging, things previously disconnect from the Io
T. This revolutionary mixture of cloud and semiconductor technology is being used by some of the world’s largest consumer, retail, food and pharmaceutical companies to change the way we make, distribute, sell, use and recycle products. Our investors include Softbank, Amazon, Alibaba, Verizon, NTT Do
Co
Mo, Qualcomm and Pepsi
Co.

We are looking for a Support Engineer to join our Customer Support function. You will be part of a
- class team ensuring customer issues are identified and resolved quickly. This role brings together practical
- solving, collaborative teamwork, and
- driven execution.

Responsibilities

• Provide tier 1 and tier 3 support for customer issues, triaging and resolving where possible.
• Monitoring system and solution health alerts using tools such as Grafana, Ops
  Genie and others
• Participate in incident response and root cause analysis (RCA) activities.
• Maintain and update documentation for support workflows and knowledge base.
• Collaborate with the R&D and Product teams to escalate and resolve complex issues.
• Help build and refine monitoring dashboards and alert logic
• Ensure SLA tracking and adherence.
• Take part in a rotating
  - call schedule to provide 24/7 support coverage

Requirements

• 3+ years in technical support or reliability engineering roles
• Experience working with cloud infrastructure (AWS/GCP) and monitoring tools (e. g. , Grafana, Ops
  Genie).
• Basic scripting and troubleshooting skills (Python, SQL).
• A high level of proficiency in English (spoken, written, and reading) is required. Please note that interviews will be conducted in English
• Strong analytical and communication skills
• Demonstrated ability to thrive in dynamic,
  - facing settings.