Benefits:

401(k)

Employee discounts

Paid time off

Position Summary at a Glance

Position Type: Full-time. (Exempt)

Work Arrangement: Remote with availability for onsite support, internal testing, customer meetings, vendor coordination, or service partner support as needed.

Travel: Travel will be required for customer deployments, escalations, training, or vendor/service partner support — estimated at 35% of the time.

Company Overview

We support organizations that rely on enterprise mobility and automatic identification and data capture (AIDC) technology to run their operations. Our teams work with Android mobile computers, industrial thermal printers, barcode scanners, RFID devices, and mobile device management (MDM/EMM) platforms that keep warehouses, retail floors, manufacturing lines, and field operations running smoothly. We partner with internal teams, external customers, and channel partners to keep this hardware and software ecosystem performing reliably in demanding, real-world environments.

Role Overview

We are looking for a mid-level Technical Support Engineer to serve as a shared technical resource across our business units. This is not an entry-level or generic help desk position. It’s a role for someone who already troubleshoots enterprise mobility and AIDC technology independently, owns cases from intake through resolution, documents clearly, and knows when and how to escalate issues that genuinely require additional support.

You’ll work across a range of technical support needs spanning Android Enterprise device management, industrial printing, barcode scanning, RFID, and related infrastructure. You will be supporting both internal teams and external customers/partners across the business. The ideal candidate reduces the technical support burden on leadership and senior technical staff, operating with limited day-to-day supervision rather than requiring significant ramp-up or ongoing oversight.

Key Responsibilities

General Support & Case Ownership

• Serve as a primary technical point of contact for internal teams and external customers/partners on hardware and software issues involving AIDC devices, Android mobile computers, industrial printers, barcode scanners, and RFID equipment.

• Own support cases end-to-end using structured troubleshooting methodology rather than escalating by default.

• Document troubleshooting steps, root causes, and resolutions in a clear, reusable format that builds institutional knowledge and reduces repeat escalations.

• Identify patterns in recurring issues and proactively recommend process, documentation, or product improvements.

• Escalate intelligently to senior technical resources, OEM/vendor support teams, internal leadership, or service partners, recognizing when an issue genuinely requires additional expertise, and providing the content needed for a fast, informed handoff.

Industrial Printing & Barcode Scanning Support

• Troubleshoot print quality issues, including media calibration, ribbon/label compatibility, and printhead or sensor-related defects.

• Support printer drivers, utilities, and basic print language troubleshooting where applicable.

• Configure and troubleshoot barcode symbologies, prefix/suffix formatting, and scanner configuration profiles.

• Diagnose host communication issues across USB, serial, Ethernet, and Bluetooth connections between printers, scanners, and host systems.

Android Enterprise & MDM/EMM Support

• Support Android Enterprise enrollment, device owner mode, kiosk mode configuration, and managed configurations.

• Manage and troubleshoot app deployment, OS/firmware updates, and remote device troubleshooting.

• Work within MDM/EMM platforms such as SOTI, Microsoft Intune, Ivanti, Workspace ONE, or similar platforms to diagnose enrollment, policy, and configuration issues.

Networking & Connectivity

• Troubleshoot Wi-Fi connectivity issues, including basic DHCP/DNS diagnostics and VLAN/firewall awareness as they relate to device connectivity.

• Diagnose Bluetooth and cellular connectivity issues on mobile devices.

• Troubleshoot USB, serial, and Ethernet-connected peripherals in industrial and enterprise environments.

Process & Collaboration

• Support device lifecycle activities such as configuration, provisioning, updates, and deployment troubleshooting.

• Collaborate with sales, engineering, and operations teams to support customer implementations and ongoing account needs.

• Contribute to the development of support processes, knowledge base articles, and internal documentation to scale support capability over time.

Required Qualifications

• 4+ years of experience in a technical support, field service, or systems engineering role supporting enterprise hardware and/or mobility solutions, with an emphasis on independent troubleshooting in enterprise mobility, AIDC, industrial hardware, or field service environments.

• Hands-on experience with Android Enterprise, including enrollment, device owner mode, kiosk mode, and managed configurations. ● Demonstrated experience troubleshooting industrial thermal printers, including media calibration, print quality issues, label/ribbon compatibility, and printer drivers/utilities.

● Practical experience with barcode scanner configuration, including symbology setup and prefix/suffix formatting.

● Working knowledge of MDM/EMM platforms (such as SOTI, Microsoft Intune, Ivanti, Workspace ONE, or similar) for device enrollment, app deployment, and policy management.

● Solid understanding of connectivity troubleshooting across Wi-Fi, Bluetooth, cellular, USB, serial, and Ethernet connections.

● Strong independent troubleshooting skills, with the ability to diagnose issues methodically and own cases through resolution before escalating.

● Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences.

● Demonstrated ability to document technical processes and resolutions in a clear, organized manner.

● Comfortable working directly with external customers and partners in a professional, service-oriented manner.

Preferred Qualifications

● 5+ years of relevant experience, particularly across multiple product lines or technology stacks simultaneously.

● Familiarity with RFID hardware configuration and troubleshooting.

● Practical understanding of DHCP/DNS fundamentals and VLAN/firewall concepts as they apply to mobile and industrial device connectivity.

● Experience with ticketing systems and structured support workflows.

● Prior experience supporting both internal teams and external customers/partners concurrently.

● Exposure to scripting or basic automation for repetitive diagnostic or configuration tasks.

● Experience contributing to or building knowledge base content, SOPs, or support documentation frameworks.

Ideal Candidate Profile

You're someone who enjoys solving technical problems and takes pride in getting to the real root cause rather than applying a quick patch. You're comfortable being the technical expert in the room, whether that room includes an internal teammate, a customer's IT director, or a partner's field technician. You document your work as a matter of habit, not as an afterthought, because you know good documentation prevents the same issue from landing on someone else's desk next month. You know the difference between an issue you can and should solve yourself and one that genuinely needs to go to a senior technical resource, an OEM/vendor support team, or internal leadership, and you communicate that distinction clearly when you escalate. You're looking for a role where your technical judgment is trusted and your caseload is genuinely yours, not a role where every step needs sign-off.

What Success Looks Like in the First 90 Days

● You've built working familiarity with our product ecosystem (AIDC hardware, Android mobile computers, industrial printers, barcode scanners, RFID devices, and MDM/EMM platforms) and can independently handle incoming technical issues.

● You've resolved a meaningful volume of support cases end-to-end without requiring senior technical or leadership involvement.

● You've established a clear, consistent documentation habit that others on the team can rely on and reference.

● You've identified at least one recurring issue or process gap and proposed a practical improvement.

● Internal teams and customers alike see you as a reliable, capable point of contact — someone who follows through and communicates proactively.

● Leadership has noticeably fewer technical escalations landing directly on their desk.

Work Environment

This role involves a mix of internal collaboration and direct customer/partner interaction, supporting a shared technology environment across multiple business units. The pace can vary as some days are heads-down troubleshooting, others involve multiple concurrent customer conversations. Occasional planned after-hours support may be required for critical customer deployments or escalations, but this is not a standing on-call role.

Physical requirements: This position may require the ability to lift and move equipment such as mobile computers, scanners, and industrial printers [typically from 50 to 75lbs]; occasional work in warehouse, manufacturing, or field environments; and prolonged periods working at a computer.

This is a remote position.