IoT System support engineer

Technical Support Engineer - Job Description

BEE Incorporations
is a global leader in sustainable engineering and green building technology, aiming to transform the built environment through innovation, smart design, and data-driven insights. With 14 offices worldwide and over 2,100 projects across 45 countries, the company offers a full suite of green building services, building performance testing, and real-time smart monitoring via its innovative platform, BEE Sense. BEE is a LEED Proven Provider and a WELL Performance Testing Organization, comprised of a team of over 80 accredited professionals. Proudly a Platinum member of the USGBC, BEE has been recognized by GBCI as the Top LEED Consultancy in China.

Role Summary

We are seeking an IoT Systems Support Specialist experienced in IoT systems, sensors, gateways, and cloud-based monitoring. This role involves hands-on troubleshooting, remote and onsite client support, and collaboration with global teams to ensure seamless connectivity and performance of smart devices across diverse environments.

You will be responsible for diagnosing hardware, software, and network issues while maintaining high standards of communication, responsiveness, and customer satisfaction.

Roles & Responsibilities

1. Global IoT Support & Troubleshooting

• Provide real-time remote support to international clients across multiple time zones (day/night shifts).
• Diagnose and resolve IoT device connectivity, sensor communication, and gateway configuration issues involving TCP/IP, Modbus, MQTT, HTTP, and Wi-Fi.
• Guide onsite technical staff via video calls, chat, or phone to perform device setup, testing, and configuration.
• Identify and escalate complex technical issues to R&D or development teams when needed.

2. Customer-Facing Technical Assistance

• Serve as the primary technical contact for assigned clients, ensuring quick resolution and professional communication.
• Coordinate with client IT or facility teams to verify firewall settings, internet access, and device-to-cloud integration.
• Document every support interaction with accurate case notes and maintain issue-tracking records.

3. Collaboration & Process Improvement

• Work closely with internal software, R&D, and field engineering teams to enhance device reliability and platform performance.
• Contribute to knowledge-base articles, troubleshooting guides, and process improvement initiatives.
• Participate in new project kick-off meetings and provide technical input for system deployment readiness.

4. Monitoring, Reporting & KPIs

• Maintain daily and weekly reports on device health, connectivity status, and client support metrics.
• Track and achieve performance KPIs such as: Tracking, reporting and Response Time, Resolution Rate, System Uptime.
• Provide monthly analysis on recurring issues and propose corrective actions.

Requirements

• Bachelor's degree in Electrical, Electronics, or Computer Engineering, or an equivalent field.
• 4–6 years of experience in technical support, service engineering, or customer support - preferably in the IoT, electrical, or IT industry.
• Proven hands-on experience with IoT systems, including devices, sensors, gateways, and cloud platforms.
• Solid understanding of networking protocols (TCP/IP, MQTT, Modbus, HTTP) and basic router/switch configuration.
• Experience with electric supply system deployment, Internet network setup, and IoT implementation projects.
• Proficiency with SaaS platforms, Microsoft 365, and remote monitoring tools.
• Strong analytical and problem-solving skills with the ability to identify and resolve hardware and software issues.
• Excellent verbal and written communication skills for effective global client interaction.
• High attention to detail, accuracy in reporting, and the ability to manage multiple priorities effectively.

Other

• Available to start within one month or sooner.
• Flexible to work day or night shifts to support international clients across multiple time zones.
• Hybrid work arrangement combining remote and in-office work.

Interested? Please share your CV and cover letter with us.