高级物联网技术支持工程师

Responsibilities

• Provide L2/L3 technical support for IoT platform issues, particularly ThingWorx applications, mashups, services, and data models.
• Diagnose and resolve issues related to industrial connectivity (Kepware/KEPServerEX, MQTT, OPC-UA, Modbus, REST API), IoT gateways or edge devices, data acquisition, device registration, and communication failures.
• Provide incident response according to SLAs to ensure high availability of application services.
• Perform root cause analysis and propose permanent solutions.
• Monitor system performance, logs, and alert dashboards to ensure optimal platform operation.
• Respond to customer technical inquiries via phone, email, and web.
• Communicate directly with customers to understand issues and provide timely solutions.
• Document issue resolutions and standard operating procedures (SOPs).
• Create documentation based on Knowledge-Centered Service (KCS) to share knowledge and enable customer self-service.
• Conduct product demos, training sessions, and new user onboarding workshops for customers.
• Collaborate with IoT developers, solution architects, and QA teams to verify reported bugs.
• Coordinate with industrial automation teams to test device connectivity and protocols.
• Work with domestic and international teams to resolve critical issues.

Must Have

• Proficiency in ThingWorx platform – entities, mashups, services, data models, extensions, value streams.
• Hands-on experience with industrial connectivity tools: Kepware/ThingWorx industrial connectivity; OPC-UA, Modbus TCP/RTU, MQTT, REST API.
• Familiarity with IoT gateways, edge computing platforms, and industrial controllers (PLC, SCADA).
• Knowledge of networking concepts: TCP/IP, firewalls, certificates, VPN.
• Japanese: Business-level Japanese required for customer service and internal communication.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and in cross-functional teams.
• Strong documentation and report writing skills.

Preferred

• Basic scripting skills (JavaScript, Python, or Java) preferred.
• Experience with PostgreSQL, MS SQL Server, Azure SQL databases preferred.
• English: Good reading, writing, and speaking skills preferred (TOEIC 700+ preferred for collaboration with overseas teams).
• ThingWorx Certified Developer/Support Engineer.
• Experience in manufacturing, industrial IoT, or automation environments.
• Prior experience as a consultant or technical software engineer preferred.
• Project management or pre-sales experience preferred.
• Korean language.