IoT WIND Support Engineer (LoRaWAN, APN & Mobile Private Networks) - Hybrid

Position Summary

We are seeking a highly motivated and technically skilled IoT WIND (Wireless Industrial Connectivity) Support Engineer to provide end-to-end technical support for IoT connectivity solutions across enterprise and industrial environments. The ideal candidate will have hands-on experience supporting LoRaWAN networks, cellular IoT connectivity (APN management), and Mobile Private Network (MPN) deployments. This role involves troubleshooting connectivity issues, supporting customer implementations, monitoring network performance, and collaborating with cross-functional teams to deliver reliable IoT services.

The IoT Support Engineer will serve as a key technical resource for internal customers, system integrators, internal stakeholders, and external vendors, ensuring seamless operation of IoT network connectivity devices and connectivity platforms in the WIND scope.

Key Responsibilities

IoT Connectivity Support

• Provide Level 2/Level 3 technical support for IoT connectivity solutions (LORAWAN, P-APN and MPN scopes).
• Troubleshoot device, network, and application-layer issues across multiple IoT technologies.
• Analyze logs, packet captures, and network traces to identify root causes and implement corrective actions.
• Support onboarding, provisioning, and lifecycle management of IoT devices.
• Support new deployments and implementation of projects in LORAWAN, P-APN and MPN scopes.

LoRaWAN Support

• Deploy, configure, and maintain LoRaWAN infrastructures including gateways, network servers, and end devices.
• Troubleshoot LoRaWAN communication issues including join failures, packet loss, coverage challenges, and gateway capacity concerns.
• Continually monitor gateway health, RF performance, and network utilization.
• Support integration with LoRaWAN Network Servers and cloud platforms.
• Ensure compliance with LoRaWAN architecture and industry best practices.

APN (Access Point Name) Support

• Participate as needed in deployment and configuration of private APN environment.
• Support SIM/eSIM provisioning and connectivity troubleshooting for IoT devices utilizing cellular technologies (2G/3G/4G/LTE-M/NB-IoT/5G).
• Investigate and resolve authentication, routing, DNS, IP addressing, and data session problems.
• Investigate application connectivity issues over P-APN solution with the help of other network team members.
• Coordinate with mobile network Private APN provider for issue resolution.
• Validate APN connectivity and performance for site deployments.
• Configure, Maintain and Support GeoFencing Solution.

Mobile Private Network (MPN) Support and Management

• Support deployment and operation of LTE/5G Mobile Private Network solutions.
• Monitor MPN performance, availability, and security.
• Help sites troubleshoot core network, radio access, SIM, and device connectivity issues.
• Assist internal customers during MPN implementation, testing, and acceptance phases.
• Support integration of MPN environments with enterprise IT and operational technology (OT) systems.
• Investigate application connectivity issues over MPN solution with help of other network team members.
• Coordinate with mobile network Private MPN provider for issue resolution.

Customer & Service Management

• Manage support tickets within SLA requirements.
• Provide technical guidance to customers during deployment and troubleshooting activities.
• Create and maintain technical documentation, knowledge base articles, and support procedures.
• Conduct root cause analysis and provide incident reports.
• Participate in on-call support rotations when required.

Monitoring & Reporting

• Monitor IoT platforms, gateways, cellular networks, and devices.
• Analyze connectivity KPIs and network performance metrics.
• Identify recurring issues and recommend improvements.
• Generate operational and customer-facing performance reports.

Required Qualifications

• Education: Bachelor's degree in Telecommunications, Computer Science, Electrical Engineering, Information Technology, or equivalent experience.

Technical Skills

• Experience supporting and deploying LoRaWAN-based IoT solutions.
• Possession of knowledge and skills in areas such as frequency scans, signal testing, interference, LORAWAN connectivity best practices, sensor connectivity, logical analysis, and troubleshooting.
• Strong understanding of IoT LORAWAN connectivity issues.
• Understanding of Access Point Name (APN) architecture and cellular connectivity.
• Experience supporting LTE/5G Mobile Private Networks (MPN).
• Knowledge of IoT communication protocols:
• MQTT
• HTTP/HTTPS
• TCP/IP
• UDP
• CoAP
• Understanding of cellular technologies:
• LTE
• LTE-M (Cat-M1)
• NB-IoT
• 5G
• Familiarity with SIM/eSIM management.
• Experience with network troubleshooting tools such as Wireshark, TCPdump, Ping/Traceroute, frequency scanners.
• Knowledge of Linux and basic scripting (Python, Bash, or PowerShell).
• Knowledge of Office Suite and Visio.

Networking Knowledge

• IP routing and switching.
• DNS and DHCP.
• VPN technologies.
• Firewalls and security policies.
• Network performance analysis.

Preferred Qualifications

• LoRaWAN certification, related LPWAN certification, or proven experience in the field.
• Experience with IoT platforms such as Azure IoT, AWS IoT, and others.
• Knowledge of Private LTE and 5G Core architectures.
• Experience working with telecommunications carriers.
• Cloud networking and cybersecurity knowledge - desirable.

Key Competencies

• Strong analytical and troubleshooting skills.
• Customer-focused mindset with excellent communication abilities.
• Ability to work independently and manage multiple priorities.
• Detail-oriented with strong problem-solving capabilities.
• Ability to explain complex technical concepts to non-technical stakeholders.
• Strong documentation and reporting skills.
• Collaborative team player with cross-functional experience.

Success Metrics

• SLA compliance and ticket resolution performance.
• Reduction in connectivity-related incidents.
• Customer satisfaction and support effectiveness.
• Network uptime and service availability.
• Successful onboarding and deployment of IoT solutions.
• Continuous improvement of support processes and documentation.