Wiliot · 4 hours ago
Technical Support Lead
Plano, TX
Full-time
Hybrid
Senior LevelWiliot is a startup focused on developing IoT technology that enhances connectivity and intelligence in everyday products. The Technical Support Lead is responsible for building and scaling the support function, acting as the final technical authority for escalations while defining processes and training for a world-class support organization.
Internet of ThingsSemiconductorWireless
Responsibilities
Lead and mentor a team of Technical Support Engineers, overseeing daily operations, ticket prioritization, and resource allocation
Design and implement scalable support workflows, including escalation paths to R&D and cross-functional feedback loops
Define and own the strategy for system monitoring and alerting using Grafana and Prometheus
Synthesize data from Databricks and Salesforce to provide leadership with visibility into support health, product reliability trends, and scaling requirements
Act as the 'Incident Commander' during high-severity service disruptions, coordinating the internal response and managing customer communications
Build and oversee the onboarding and training programs for new support hires, ensuring deep technical competency across the team
Collaborate with Product and Engineering leads to advocate for 'supportability' features and ensure systemic issues are addressed in the development cycle
Own the evolution of the internal and external knowledge base, ensuring documentation keeps pace with rapid product iterations
Qualification
Required
Requires a Bachelor's degree in a related area or a combination of relevant certifications and job experience
Significant experience in technical support or systems engineering, with a track record of leading or mentoring technical teams
Expert-level troubleshooting skills across complex hardware and software architectures
Advanced proficiency in SQL for data investigation; experience with Databricks or similar big-data environments
Proven experience managing support operations and reporting within Salesforce
Define and own the strategy for system monitoring and alerting, and working with internal partners on implementation
Strong organizational leadership skills with the ability to create structure in an ambiguous, rapidly changing environment
Exceptional communication and stakeholder management skills, with the ability to influence at all levels of the organization
Preferred
Experience supporting complex, multi-disciplinary products (IoT, hardware + cloud, or distributed systems)
Previous experience scaling a technical support or operations function in a growing organization
Strong understanding of cloud-based architectures, APIs, and data flows in production environments
Experience working closely with R&D to drive product reliability, observability, and supportability improvements
Company
Wiliot
Wiliot is an IoT company that develops self-powered tags that can be attached to products and packaging to sense a range of data.
Founded in 2017
201-500 employees
H1B Sponsorship
Wiliot has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (5)
2023 (3)
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
$269MKey Investors
SoftBank Vision FundVintage Investment PartnersGrove Ventures
2021-07-27Series C· $200M
2020-02-20Series B· $20M
2019-01-14Series B· $30M
Leadership Team
Tal Tamir
CEO and Co-Founder
Yaron Elboim
COO and Co-Founder
Recent News
2026-01-22
2026-01-16
2026-01-09
Company data provided by crunchbase