The “Internet of Things” (IoT) is expected to grow to $19 trillion over the next 10 years as 50 billion devices are brought online. Aeris is at the forefront of this industry, building networks and applications to enable Fortune 500 clients to fundamentally improve their businesses. Headquartered in Silicon Valley with offices in Chicago, London, and Delhi as well as other markets, we rank among the top ten cellular providers for the IoT globally. We power critical projects across energy, transportation, retail, healthcare and more.
Our Company is in an enviable spot. We’re profitable, and both our bottom line and our global reach are growing rapidly. We’re playing in an exploding market where technology evolves daily, and acquisitions / consolidations happen left and right. We are continuing to expand our IoT connectivity offerings to not only include all cellular technologies and services, but also a best-in-class IoT device management, services, and application SaaS platform, as well as alternate connectivity options such as low power WAN (LPWA), Wi-Fi and other short-range networking options.
Aeris is a trusted partner in the Connected Car space, working with leading automotive OEMs such as Volkswagen, Mitsubishi, and Mazda.
As we expand, we are seeking a Manager of L2.5 Application Support Engineering who will lead a team of engineers focused on operational support rather than new system development. This role requires a strong technical background with hands-on experience in debugging, troubleshooting, and maintaining live systems. You will be the escalation point for complex customer issues, providing critical operational support for IoT platforms and services.
Why Join Aeris?
Cutting-Edge Technology: Work in the fast-growing IoT sector with innovative tools and platforms.
Customer Impact: Play a key role in maintaining mission-critical systems used by global automotive leaders.
Diverse Environment: Collaborate with a team of experts from a wide variety of technical and cultural backgrounds.
Career Growth: Leverage your technical and leadership experience to grow within a company that values innovation and ownership.
Your Impact:
Support top automotive OEMs like Volkswagen, Mitsubishi and Mazda.
Manage critical customer issue resolution and bug fixes for our telematics team.
Collaborate with our automotive R&D team to enhance the Aeris Mobility Platform and support the design of cutting-edge IoT products.
A few things to know about us:
We do things differently. As a pioneer in an industry poised to reshape every sector of the global economy, we can’t settle for another company’s tried and tested template. Innovation is the key to our success, and it’s reflected in everything we do: from product design to corporate wellness.
We are owners. Strong managers enable their teams to figure out how to solve problems. You will be no exception and will have the ownership and liberty needed to be truly creative.
Values are essential. We believe in doing things well – and doing them right. Integrity is a core value here: you’ll see it embodied in our staff, our management approach and growing social impact work.
We walk the talk on diversity and inclusion. We’re a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more – and that’s by design. We see diverse perspectives as a core competitive advantage.
Career elevation. Create platform for growth where employees can take ownership of their opportunity and make it their own. Grow with the company and elevate your career.
Responsibilities
Operational Management: Own and manage the lifecycle of customer issues, from identification to resolution, focusing on maintaining uptime and system health.
Team Leadership: Build and mentor a team of L2.5 engineers, providing technical guidance and fostering a collaborative environment.
Collaboration with Engineering: Work with Level 4 engineers to hand off escalated issues that require code changes, ensuring smooth collaboration and timely fixes.
Troubleshooting and Debugging: Perform deep-dive analysis of logs, databases, and system tools to isolate root causes and propose fixes.
Process Improvement: Continuously refine troubleshooting workflows to improve response times and enhance system performance.
Customer Interaction: Act as a liaison with customer technical teams, providing clear and timely communication around issue status and resolution plans.
Requirements
Educational Background: Bachelor’s degree in Computer Science, Software Engineering, or a related discipline.
Technical Skills: Strong hands-on experience with SQL, Python, Java, and system log analysis tools. Familiarity with system monitoring tools is a plus.
Support Experience: 5+ years of experience in a technical support role, with at least 3 years in a leadership capacity.
Operational Expertise: Experience in supporting large-scale, live operational systems with a focus on uptime and performance.
Problem-Solving: Ability to diagnose and troubleshoot complex issues using logs, databases, and system tools.
Customer-Focused: Proven ability to interface with customer technical teams, with excellent communication and soft skills.
Tool Proficiency: Familiarity with tools like Jira, Confluence, SQL, and office tools (Excel, Word, etc.).
We Offer
We welcome new ideas and allow you to make an immediate impact on the team.
Flexible Paid time off (PTO for any reason, including sick days (no specified limits) and flexible work schedule.
Personal laptop.
Private health insurance coverage.
Remote work + 2 times per week office work.
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