This is not a feature development role. The EMS IoT Lead will own system-level triage, debugging, RCA, and resolution across the IoT ecosystem device, firmware, cloud, and mobile with a strong focus on US-time incident response and platform stability.

We are specifically looking for candidates who:

Can own end-to-end system behavior across device firmware cloud mobile
Have strong experience in debugging production systems, performing deep RCA, and driving fixes to closure
Are comfortable identifying the right resolution strategy (hotfix, config change, rollback, or escalation)
Can work closely with offshore engineering teams to drive execution
Can communicate clearly and consistently with Customer Support, NOC, and Marketing teams during incidents
Have hands-on exposure to IoT and cloud ecosystems (ClearBlade, AWS, MQTT, Datadog, MongoDB, etc.)

Ideal candidate profile

Please prioritize candidates who have grown from Senior Engineer / Tech Lead into Architect or System Owner roles, with real-world experience handling production incidents, platform stability, and cross-functional coordination.

About the Role

We are seeking an experienced EMS IoT Lead / Architect to provide system-level technical ownership for a large-scale connected IoT ecosystem. This role is responsible for platform stability, production issue resolution, and continuous improvement across devices, firmware, cloud services, mobile applications, and integrations.

The EMS IoT Lead operates as the primary engineering authority during production incidents, leading triage, debugging, root cause analysis (RCA), fix strategy selection, and closure coordination. The role requires close collaboration with engineering, operations, customer support, and customer-facing teams to ensure reliable and consistent user experiences.

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

Why This Role Matters

This role plays a critical part in ensuring:

Reliable and consistent customer experiences
Stable and scalable IoT platform operations
Engineering teams can focus on innovation while production stability is maintained

This position is ideal for a senior technologist who thrives in system ownership, problem-solving, and operational leadership within complex IoT environments.