Experience: 1–2 Years

About Cavli Hubble

Cavli Hubble is an IoT management platform designed to simplify connected-device management, connectivity monitoring, and IoT lifecycle operations. We are looking for a customer-focused and technically capable Support Engineer to assist customers, troubleshoot platform issues, and coordinate with the Cloud Engineering team to ensure timely resolution.

Role Overview The Support Engineer will be the first point of contact for customer tickets relating to Cavli Hubble. The role involves first-level investigation, clear customer communication, accurate ticket documentation, and escalation of complex issues to the relevant engineering teams.

Key Responsibilities

- Monitor, acknowledge, and respond to customer support tickets related to the Cavli Hubble IoT management platform.
- Perform first-level troubleshooting of platform access, device onboarding, connectivity visibility, dashboards, device management, messaging, and other platform features.
- Collect relevantdetails, reproduce issues where possible,review logs and error messages,and identify likely causes.
- Coordinate with the Cloud Engineering team on complex issues, providing clear problem statements, troubleshooting steps, logs, timestamps, screenshots, and other supporting evidence.
- Track tickets from initial report through resolution, maintain accurate status updates, and work within defined SLAs and timelines.
- Communicate professionally with customers about investigation progress, workarounds, dependencies, and resolutions.
- Maintain and improve troubleshooting guides, FAQs, knowledge-base articles, and standardoperating procedures.
- Collaborate with Product, Cloud Engineering, Firmware,



and other teams to resolve customer issues and relay recurring feedback.
- Identify repeated problems and suggest improvements to support processes, product usability, and customer experience.
- Prioritize multiple requests based on urgency and customer impact, while maintaining quality under pressure.

Required Skills and Qualifications

- 1–2 years of experience in technical support/product support/ application support, or a similar role.
- Basic understanding of web applications, cloud-based platforms, and IoT concepts.
- Working knowledgeof networking fundamentals such as IP addressing, DNS, HTTP/HTTPS, TCP/IP, and REST APIs.
- Ability to follow structured debugging practices using logs, error messages, browser developer tools, API tools, or similar utilities.
- Excellent spoken and written English, with the confidence to communicate clearlywith customers and internal teams.
- Strong coordination, interpersonal, analytical, and problem-solving skills.
- Ability to document technicalfindings clearly and explain issues to technicaland non-technical stakeholders.
- Ability to manage multiple tickets, work under pressure, meet stipulated timelines, and take ownership through closure.
- Customer-first attitude, willingness to learn, and accountability.

Preferred Qualifications

- Exposure to IoT platforms, device management systems, SIM/ eSIM connectivity,



or cellular IoT technologies.
- Familiarity with ticketing tools such as Jira, Freshdesk, Zendesk, or equivalent.
- Experience with API testing tools such as Postman; basic knowledge of Linux commands, databases, cloud environments, and log analysis.
- Awareness of MQTT, HTTP-based messaging, or other IoT communication protocols.

Education Bachelor’s degree in Computer Science, Information Technology, Electronics and Communication Engineering, or a related technical discipline.

Key Competencies

Customer empathy • Systematic debugging • Clear communication • Cross-functional coordination • Ticket ownership • Prioritization and time management • Adaptability in a fast-paced environment

Measures of Success

- Timely ticket acknowledgment and resolution within defined SLAs.
- Effective first-level debugging and well-documented escalations that help reduce resolution time.
- Explicit, consistent customer updates and ownership of issues through closure.
- Useful support documentation and proactive identification of recurring issues.

Application Question(s):
- How many years of experience do you have in Technical Support, Application Support or Product Support?
- Do you have working knowledge of networking concepts such as TCP/IP, DNS, DHCP and HTTP/HTTPS or any other?
- Have you handled technical support tickets, investigated reported issues and coordinated escalations?
- Are you comfortable communicating directly with customers through calls and emails to understand and resolve technical issues?
- Do you have experience using REST APIs?
- Where's your location?

Work Location: In person

📌 Support Engineer (Kochi)
🏢 Cavli Wireless
📍 Kochi