Technical Support Engineer III

Job Description

### ABOUT THIS ROLE

LVT units run unattended in parking lots, job sites, and remote yards---when one goes dark, customer trust goes with it. As a Technical Support Engineer III, you'll own the escalations no one else could crack, working across cellular connectivity, networking, and Linux systems to restore uptime and find true root cause. You'll set the technical bar for the support team: coaching tier I and tier II support agents through hard tickets, turning recurring failures into permanent fixes with Engineering, and owning the runbooks the whole team works from every day.

LVT is a flexible-first company, but this is an in-office role based in our American Fork, Utah facility, where you'll work alongside other support teams and partner directly with software and cloud infrastructure engineers to remotely resolve incidents and manage bug remediation.

### ROLE RESPONSIBILITIES

* Own resolution of LVT's most complex and ambiguous escalations across cellular, LAN, and Linux-based systems on deployed units---including failures with no documented diagnostic path.
* Serve as the escalation point for tier I and tier II support agents, coaching them through diagnosis rather than simply taking the ticket off their queue.
* Diagnose failures through deep log analysis, command-line investigation, and network tracing across the full stack---device, connectivity, and platform.
* Identify recurring failure patterns across the ticket queue and drive permanent fixes with software and cloud infrastructure engineering.
* Own the team's runbooks, standard operating procedures, and diagnostic documentation---authoring and revising the procedures tier I and tier II support agents rely on daily.
* Represent the Support department in post-incident reviews on high-severity outages, documenting root cause and closing the gaps that allowed them.
* Configure and tune system and network settings to restore and improve performance on deployed units.
* Communicate directly with customers and partners through tickets, chat, and phone during high-severity incidents, keeping stakeholders informed while the technical work proceeds.
* Drive technical projects end-to-end---diagnostic tooling, automation of repetitive troubleshooting, or support readiness for new product launches.

### OUR IDEAL CANDIDATE

* **Escalation-Level Troubleshooting:** You're the person tickets get handed to when the runbook runs out. You've resolved issues that required forming a hypothesis and testing it, not following a decision tree.
* **Linux Depth:** Comfortable working in a Linux shell without a GUI---reading logs, inspecting services and processes, checking configuration, and diagnosing resource and connectivity problems from the command line.
* **Networking Fluency:** Working command of TCP/IP, DNS, DHCP, routing, VPNs, and firewall behavior, with the ability to isolate a network fault from an application fault.
* **Cellular Connectivity:** Familiarity with cellular/LTE-connected devices---signal quality, carrier behavior, APN and SIM configuration, and failover---or closely adjacent remote/IoT device experience.
* **Root Cause Discipline:** You close the loop on why something broke, not just how you got it working again, and you document it so the next engineer doesn't rediscover it.
* **Documentation Ownership:** Proven track record authoring runbooks and procedures that other engineers actually use---clear, current, and written for the person under pressure at 2 a.m.
* **Influence Without Authority:** Able to raise the technical bar around you---mentoring peers, driving adoption of better practices, and pushing fixes through Engineering without owning the roadmap.
* **Judgment Under Load:** Sound prioritization across multiple active high-severity incidents, with clear escalation instincts about when to pull in Engineering versus keep driving.
* **Experience:** 3+ years in a technical support engineering, escalation, or NOC-style role supporting deployed hardware or connected devices, plus technical certification or equivalent professional experience in Linux and network systems administration. Current LVT Technical Support Engineer IIs who consistently handle complex escalations and mentor teammates are strongly encouraged to apply.