IoT Solution Support Specialist

The candidate will join the Digital – IoT team, providing specialized technical support for IoT solutions and acting as a key point of reference for troubleshooting, root cause analysis and the continuous improvement of connected products and platforms. The role involves close collaboration with R&D, Quality, Operations, Sales and Service teams, contributing to product reliability, customer satisfaction and the optimization of support processes across the full solution lifecycle.

Specifically, the candidate will be responsible for:

• providing specialized technical support for IoT solutions, handling troubleshooting and root cause analysis on devices, gateways, cloud platforms and application integrations, by analyzing logs, telemetry and diagnostic data;
• supporting subsidiaries and customers in the configuration, commissioning and validation of IoT devices and solutions, remotely and on site, and coordinating support requests to ensure priorities and SLAs are met;
• collaborating with R&D, Quality and Product Management to identify, track and resolve product anomalies, and supporting the testing, validation and release of new products and features;
• drafting technical documentation and reports, including SQL queries for data extraction and analysis, and monitoring the performance of installed solutions;
• providing technical support and training to colleagues, partners and customers and contributing to the continuous improvement of solutions and support processes;
• Excellent knowledge of IoT technologies and architectures, and of networking (TCP/IP, Ethernet, Wi-Fi, VPN);
• Strong skills in technical diagnostics and troubleshooting;
• Good knowledge of data, log and system event analysis, cloud platforms and services, and embedded/connected systems;
• Familiarity with SQL databases (PostgreSQL/pgAdmin) and ticketing/business processes;
• Basic knowledge AWS Cloud Services and industrial protocols (Modbus, BACnet) is a plus;
• Strong customer orientation and problem-solving mindset, with structured analytical skills;
• Proactivity, effective communication with technical and non-technical stakeholders, and cross-functional teamworking;
• Operational autonomy, sense of responsibility, and ability to manage priorities in dynamic contexts;
• Technological curiosity and a continuous learning attitude.

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