Sr Technical Support Engineer

Life at Plume

At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. Which is why we’ve built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.

We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We’re expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data. 

With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can’t do it exceptionally well, we don’t do it. It’s how we've assembled a team of world-class builders, thinkers, and doers. And it’s how we’re reinventing what’s possible every day.

Please note that this is a hybrid position, requiring 3 days a week of work in our customer's Toronto office. We’re looking for candidates who are within a commutable distance. Currently, we are unable to offer relocation assistance.

Overview
This is a technical role, providing support to Plume’s Enterprise customers and their technical teams. You will be solving challenging problems daily using cutting-edge technologies and advanced architectural patterns involving distributed systems, reactive streaming, and stateful services. You’ll deliver end-to-end solutions involving CPEs with OpenSync embedded into Plume’s cloud platform and beyond. 

This is a high-impact, customer-facing role with strong growth potential and will put your software engineering skills to the test. The role also spans project/account management, feature design, implementation coordination, and process definition. You’ll be responsible for developing and maintaining deep expertise in customers’ systems and processes as they relate to the Plume platform.

As a Sr Technical Support Engineer, you will serve as the primary technical point of contact—triaging issues, helping define new feature requirements, coordinating cross-functional teams, and representing key platform components such as Pods, Gateway Devices, APIs, data, roadmaps, and firmware integrations. Your goal: ensure successful deployment, support, and customer satisfaction.

Responsibilities:

• Work closely with Service Providers, Enterprise customers, and their technical teams to understand technical issues and coordinate resolution within Plume.
• Provide both strategic and day-to-day technical expertise and support for assigned accounts.
• Participate in all stages of the software design lifecycle working in multi-disciplinary teams spanning cloud, embedded devices, front-end web/mobile, data, and product.
• Write clean, maintainable code, and perform peer code reviews.
• Solve complex scale, integration, and architectural problems.
• Act as the technical liaison between Plume and third-party vendors such as ODMs, chipset vendors, and software partners.
• Identify Platform API product enhancement opportunities based on support trends.
• Provide post-sales technical support and guidance for Platform API users.
• Respond to setup-related and how-to questions from Platform API users.
• Lead diagnosis, troubleshooting, and in-depth testing of difficult-to-reproduce issues.
• Facilitate cross-functional customer experience review sessions with Product and Engineering.
• Offer clear, actionable recommendations for product improvements and help prioritize them.
• Collaborate on defining requirements and driving the development and deployment of new features.
• Help create processes and documentation for the TAM team
• Serve as a Subject Matter Expert for the Plume platform.

Qualifications:

• Education Requirements: BS/MS/PhD in Computer Science, Electrical Engineering or related technical field.
• Equivalent practical experience is also considered.

Experience:

• Strong experience in a client-facing technical role with an emphasis on high-quality documentation.
• Experience working on cloud applications and supporting REST APIs.
• Passion for solving problems and advocating for customer success in a dynamic, technical environment.
• Ability to learn new technologies quickly
• Excellent customer service and communication skills in variety of forms (written, conference calls, in-person)
• Proven ability to work independently and collaboratively.
• Excellent analytical and organizational abilities

Required Skills:

• Effective team player with strong verbal and written technical communication.
• Hands-on experience managing projects involving Gateway and CPE devices.
• Skilled in triaging issues and managing communication across multi-vendor technical and product teams.
• In-depth understanding of cloud computing architecture including IaaS, PaaS, and SaaS delivery models.
• Proficient in network management and troubleshooting tools such as Serial, SSH, Telnet, Wireshark, tcpdump, NAT, Firewall, IPSec, and IPtables.
• Knowledgeable in LAN/WAN technologies, including switching and routing.
• Understanding of cloud technology components such as virtualization, networking, applications, and APIs.
• Good understanding of wireless technologies like 802.11a/b/c/g/n/ac/ax.
• Experience using Jira, Confluence, Slack for managing technical projects.
• High proficiency in writing idiomatic code in C/C++, Java, or Scala.
• Strong understanding of algorithms, data structures, object-oriented programming, and embedded systems.
• Experience with WiFi access points, OpenWRT, RDK, or OpenSync platforms is a plus.

Preferred Certifications:

• CCNA/CCNP, CWNA/CWSP or similar
• AWS Certified Solutions Architect
• PMP (Project Management Professional)
• ITIL Foundation or higher

Please note that this is a hybrid position, requiring 3 days a week of work in our customer's Toronto office. We’re looking for candidates who are within a commutable distance. Currently, we are unable to offer relocation assistance.

About Plume

As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 350 ISP customers, including some of the world’s largest such as Comcast, Charter, Liberty Global, and J:COM. 

Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume’s software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.  

Backed by investors such as Insight Partners and SoftBank Vision Fund 2, Plume is now valued at $2.6B, having added over $500M in funding in 2021 alone.

Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.