Support Engineer

About WallyLabs

WallyLabs is a product-centric, hardware and software startup within Sears Home Services. The growing team is made up of startup veterans, experienced execs, and passionate individuals who are driven to build solutions that truly deliver on the Connected Home dream. Our WallyHome platform is already best in class for mitigating and preventing water damage, but that is just the start of our mission. We are tackling hard problems that will make a material impact on your friends' and family's lives! If you are excited about making people's homes smarter and safer, and you will not settle for anything less than elegance and ease of use, we would love to get to know you.

Role: Support Engineer

Our team at WallyLabs in Seattle, WA is looking for a Tier 2/3 Support Engineer to contribute to an industry-leading IoT ecosystem that includes our Wally Hub, Sensor, Shutoff Valve, and more.

Your responsibilities will include providing an escalation point for Tier 1 support, replication of customer reported issues, operational communication with Tier 1 leads, creation of and posting of technical bulletins for all of Wally Support, upkeep of best practices, creation of how-to articles, and updates to any customer communication templates. Additional responsibilities may also include assisting with Wally QA to test product functionality prior to release. For business customers this position might provide direct Tier 1 support if needed.

Role Responsibilities

  • The escalation point for issues being escalated from Tier 1 and from Sales in the field.
  • Responsible for reproducing/confirming product defects and reporting defects to Engineering.
  • Provide product training and continuing product education to Tier 1.
  • Work continuously to increase Tier 1 product knowledge by reviewing escalated cases on a regular basis.
  • Create technical bulletins for the Tier 1 analysts explaining new features, workarounds to existing issues, or outages.
  • Enhance the internal technical knowledge base by editing and creating new articles.
  • Ensure customer, partner, and field inquiries are fully documented and responded to within established time frames and support service levels are achieved.
  • Ability to demonstrate strong analytical and problem-solving skills.
  • Excellent customer facing written communication and verbal skills, as well as strong listening skills.
  • Ability to handle multiple priorities.
  • Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
  • Methodically resolve the more difficult and complex production issues reported by customers and partners and ability to clearly describe the issue to Engineering.

Role Requirements

  • The ideal candidate will have a 4-year degree and minimum of 5 years of experience in providing Tier 2/3 level support on technical systems.
  • Proven client-facing experience supporting consumer and commercial customers.
  • Familiarity with common cloud technologies.
  • In-depth knowledge of mobile apps and of smart home and IoT technologies.
  • Experience utilizing lab simulations and log files to analyze problems and identify solutions.
  • Experience in complex connected systems including hardware devices.
  • Ability to follow instructions to execute code/ scripts, computer commands to help troubleshoot problems
  • Ability to analyze multiple log files, connect the dots across multiple systems to identify root cause

Desirable Qualifications

  • Leadership experience for teams providing technical support.
  • Ability to read code as part of identifying root cause
  • A 4-year degree in STEM subjects
  • Familiarity with coding, debugging

Looking for perks? We've got you covered.


Health Benefits

Transit & Commuter