Technical Support Engineer

Job Title: Technical Support Engineer – Helium Mobile

Location: Remote

Job Type: Full-Time

🖊️ About the Role:

We are looking for a highly skilled Technical Support Engineer to join our team and serve as a critical bridge between our support and engineering teams. This role will serve as our L3 support engineer, handling complex technical escalations, working closely with the L1/L2 support team, and directly assisting customers when necessary. The ideal candidate is able to analyze and resolve high level technical issues, proactively improve troubleshooting processes, and contribute to the overall performance, security, and reliability of our systems.

💡 What You’ll Do:

• Technical Escalation Handling
  • Diagnose and resolve advanced technical issues escalated from L1 and L2 support teams.
  • Work directly with customers when necessary to provide expert-level troubleshooting and resolution.
• Provide Technical Expertise:
  • Linux System Administration – Monitor and optimize system performance, troubleshoot OS-level issues, and enforce security best practices.
  • Networking – Troubleshoot complex routing, switching, VPN, firewall, and authentication issues. Provide insights on TCP/UDP, DNS, MQTT, EAP methods, and WiFi connectivity.Blockchain & DePIN– Assist in troubleshooting decentralized networks (e.g., Helium), understand tokenomics, and interpret consensus mechanisms.
• Troubleshoot and Automate
  • Code Interpretation & Automation – Read and analyze code in JavaScript, Go, and Rust to troubleshoot application issues and write scripts for automation when needed.
  • Observability & Debugging – Utilize tools like Superset, Grafana, Sentry, syslog, journalctl, and basic DevOps/Kubernetes practices for diagnosing system health.
  • SQL & Data Analysis – Write efficient queries for large datasets, analyze system performance, and extract insights for optimization.
  • WiFi Passpoint/OpenRoaming AAA – Troubleshoot EAP-TLS/EAP-AKA authentication, RADIUS/RADSEC, and federated authentication models.
• Collaborate and Improve
  • Work closely with L1/L2 support analysts, sharing knowledge and providing guidance with kindness and patience.
  • Identify recurring issues, propose process improvements, and develop internal documentation.

☑️ What Makes You The Perfect Fit:

• Ideal Qualifications
• 4+ years of relevant technical and support experience
• Strong understanding of Linux system administration, networking, and authentication models 
• Proven proficiency in debugging using Superset, Grafana, Sentry, syslog, journalctl
• Experience utilizing DevOps/Kubernetes practices for diagnosing system health
• Familiarity with blockchain technologies, troubleshooting methodologies, SQL, and data analysis.
• Nice-to-Haves
• Based in a US state that observes Eastern Standard Time
• Bilingual in English and Spanish

📶 Who We Are:

Nova Labs - the trailblazers behind the revolutionary Helium Network and the creators of Helium Mobile - is on a quest to redefine the world of connectivity. Born in 2013 and evolving rapidly, we're not just a company; we're a movement. With our roots in decentralized technology, we're shaking up the mobile landscape to create a more connected, accessible world.

🌴 The Perks:

• Remote-First: Work from wherever your heart desires within the US. We offer a supportive and innovative remote-first work environment, with regular in person team meetups.
• Comprehensive benefits package: 100% covered premiums (medical, dental, vision) for you and yours, plus flexible time off, wellness stipend and retirement plans.
• Growth: Opportunities for professional development.

💸 Compensation:

• Salary + Equity? Yes, and yes.
• Pay varies depending on your location. U.S. locations are categorized into tiers based on a cost of labor index for that geographic area.  For candidates outside of metro market areas, we use the state average.
• The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions.
• The salary pay scales for the target experience and target skill set, by US locations are:  
• Tier 1 (e.g. New York City): $109K - $132K
• Tier 2 (e.g. Boston, DC):  $98K - $118.5K
• Tier 3 (e.g. Detroit, Philadelphia): $93K - $112K
• Tier 4 (e.g. Miami, Columbus, Raleigh-Durham, Orlando):  $87K - $105.5K