Digital Innovation Engineer - Advanced Technical Support

Responsibilities

• Manage IoT Edge devices deployed in the field and provide expert troubleshooting support.
• Act as a Subject Matter Expert (SME) for the 24x7 digital support team, handling device provisioning, gateway management, SIM services, OTA firmware updates, and remote server management.
• Collaborate with cross-functional teams to gather and document business requirements for data analysis and reporting projects.
• Train the support team in India to elevate technical skills in device management.
• Partner with OEM suppliers and business partners to leverage expert support and document FAQs and best practices.
• Coordinate with the US digital HUB team to ensure timely resolution of support tickets and high-quality delivery.
• Communicate support metrics and performance to key stakeholders.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, Electronics & Communication Engineering, or a related field.
• Proficiency in SQL databases and networking architecture.
• Experience with remote desktop tools, VPNs, and OTA updates.
• Strong oral and written communication skills in English.

Preferred Qualifications

• Minimum 5 years of experience in IoT device management, networking, and remote server management.
• Experience troubleshooting wireless protocols such as LoRa and ZigBee.
• Hands-on experience with open-source data analytics toolsets like R or Python.
• A demonstrated record of success in technical problem-solving and reporting.

About the Company

Buckman is a privately held, global specialty chemical company committed to safeguarding the environment and promoting sustainable development. We deliver exceptional service and innovative solutions to customers globally in the pulp and paper, leather, and water treatment sectors to help boost productivity and improve product quality.