Technical Support Engineer – Wearable Device Ecosystem
Job Type: W2, 1-year Contract
Job Location: Redmond, Washington 98052
- 100% On-Site
Pay Rate: $65 – $67 per hour
Job Summary
We are seeking a skilled and experienced Technical Support Engineer to join our team and work on cutting-edge technology. This role involves close collaboration with Product and Engineering teams to troubleshoot, maintain, and support our wearable device ecosystem (hardware & software) used in computer vision and AI research projects.
Key Responsibilities
- Provide technical support for wearable devices used in research and internal testing.
- Troubleshoot and resolve issues related to hardware and software components.
- Analyze frequent failures and propose solutions to improve device and tooling performance.
- Create lasting solutions for recurring issues, including documentation for user support and engineering fixes.
- Maintain system documentation (SOPs, known issues, workarounds).
- Escalate non-standard issues to Engineering and TPM teams using internal reporting tools.
- Debug errors and provide concrete bug fixes when possible.
- Collect data to verify device performance.
- Communicate with cross-functional teams to manage user support communications, escalations, and bug resolutions.
- Participate in prototyping, unit testing, regression testing, end-to-end testing, debugging, and troubleshooting.
- Provide first-level support for all technical issues.
- Train new employees and lead team initiatives.
- Create and update documentation (training materials, process guides, etc.).
Required Qualifications
- Minimum 2 years of experience providing technical support with a proven track record of independently managing issue resolution.
- Strong communication skills to explain complex technical concepts to both technical and non-technical stakeholders.
- 3+ years of experience in software or system engineering supporting developer tools and ecosystems.
- 3+ years of experience with data collection and root cause analysis.
- Experience with computer vision and/or machine learning libraries, including debugging software failures.
- 2–3 years of hands-on experience with Python and C++.
- Familiarity with Fedora and other operating systems.
- Understanding of machine learning algorithms and models.
- Experience with SDKs and developer ecosystem tools.
- Prior experience working directly with Engineering teams to resolve bugs and improve software performance.
- Strong problem-solving skills and ability to work independently.
Nice to Have
- Self-autonomy and project leadership experience.
- Experience with cameras, optical systems, and audio systems.