EMS IoT Architect

Key Responsibilities

System-Level IoT Ownership

• Own end-to-end technical accountability across the full IoT stack:
  • Device connectivity and telemetry
  • Firmware behavior and state management
  • Cloud services and data pipelines
  • Mobile applications and APIs
• Understand and debug end-to-end connectivity flows from device and firmware through cloud platforms to mobile applications
• Diagnose issues related to connectivity failures, message loss, latency, retries, state synchronization, and data inconsistencies
• Prioritize issues based on customer impact, severity, and recurrence, not component boundaries

Incident Management & US-Time Response

• Act as the primary engineering escalation point during US business hours
• Lead real-time investigation and response for:
  • Production incidents
  • NOC escalations
  • Customer-facing issues
• Evaluate and select the most appropriate resolution strategy, including:
  • Hotfixes
  • Configuration changes
  • Rollbacks
  • Permanent code fixes
• Drive rapid mitigation to stabilize incidents while minimizing customer impact

Debugging, RCA & Resolution Leadership

• Lead deep debugging and root cause analysis across distributed systems
• Analyze logs, telemetry, metrics, and traces across device, cloud, and application layers
• Determine whether issues can be resolved via:
  • Tactical fixes
  • Operational or configuration changes
  • Architectural or design changes
• Drive fixes to completion, coordinating development, validation, deployment, and verification until issues are fully resolved in production
• Ensure all resolved issues include clear RCA documentation and corrective actions

Cross-Functional & Offshore Team Collaboration

• Work closely with:
  • Cloud engineering teams
  • Mobile engineering teams
  • Firmware and platform teams
• Collaborate with offshore engineering teams, providing:
  • Clear RCA context
  • Technical direction
  • Execution priorities
• Enable effective follow-the-sun execution while maintaining ownership and continuity

Customer Support & Stakeholder Communication

• Partner closely with Customer Support and NOC teams during incidents and escalations
• Communicate issue status, impact, and resolution progress clearly and consistently
• Coordinate with Marketing and customer-facing teams to support accurate and aligned customer messaging during incidents or service degradations
• Ensure timely and transparent communication throughout the issue lifecycle

Escalation & Governance

• Escalate issues to core engineering or product teams only when they cannot be resolved through EMS
• Prepare high-quality escalation packages, including:
  • Completed RCA
  • Reproduction steps
  • Impact assessment
  • Design or architectural considerations
• Maintain tracking and visibility of escalated issues through closure

Process Improvement & Platform Stability

• Establish and enforce standards for:
  • Issue intake quality
  • Triage consistency
  • RCA documentation
  • Closure and communication
• Analyze trends and recurring issues to identify systemic risks
• Drive continuous improvements to reduce incident frequency and improve platform reliability

Technology Environment

• The role requires hands-on familiarity with modern IoT and cloud platforms, including:

Cloud & Platform

• AWS (compute, networking, deployments, monitoring)
• ClearBlade IoT Platform
• Datadog (logs, metrics, tracing, incident analysis)
• MongoDB or similar NoSQL databases

IoT & Messaging

• MQTT-based device communication
• Device telemetry and command/control patterns
• Understanding of firmware interaction and device lifecycle concepts

Applications & APIs

• RESTful and event-driven APIs
• Mobile application interaction with cloud platforms
• Familiarity with iOS/Android release lifecycles and crash analysis concepts

Qualifications

Required

• Bachelor's degree in Computer Science, Engineering, or related field
• 10+ years of experience in IoT platforms, distributed systems, or cloud-native architectures
• Proven experience in:
  • Production incident management
  • Debugging complex system issues
  • Root cause analysis
• Strong communication and decision-making skills under pressure

Preferred

• Experience with large-scale IoT or connected device platforms
• Background in telecom, industrial IoT, or consumer electronics ecosystems
• Experience working with NOC, customer support, and customer-facing teams

Success Metrics

• Success in this role will be measured by:
  • Reduction in incident resolution time (MTTR)
  • Improved platform stability and reliability
  • Reduction in recurring and systemic issues
  • Quality of RCA and fix execution
  • Effective collaboration across engineering, operations, and support teams