Senior Backline Support Engineer - Remote

About the Role

The Senior Backline Support Engineer is a senior technical owner for our most complex and high-impact field issues, with a strong focus on IoT hardware, embedded firmware, and the software services that interact with them.

You will be responsible for end-to-end debugging across the stack: from physical devices installed in vehicles (gateways, AI dashcams, sensors), through connectivity and firmware behavior, up into the internal services that manage configuration, data, and updates. You will lead investigations for critical escalations, guide cross-functional teams toward permanent fixes, and turn real-world learnings into better observability, tools, and product quality.

This role is not an integrations engineer role. While you may occasionally touch APIs and server-side components that interact with devices, your core strength is system-level debugging across hardware, firmware, and software, especially in real-world, noisy environments.

What You’ll Do

• Debug complex device issues end-to-end
  Investigate and resolve the toughest issues impacting our devices in the field, combining evidence from hardware behavior, firmware logs, and service-side signals to identify true root cause.
• Perform deep hardware and firmware diagnostics
  Use device logs, serial/console output, configuration snapshots, telemetry, and on-vehicle data (e.g., CAN/J1939, OBD-II) to understand how devices are behaving under real-world conditions.
• Triage hardware vs. firmware vs. software causes
  Systematically narrow down whether a symptom is driven by physical installation, harness/vehicle interface, firmware logic, or the services that manage devices, and drive the right fix with the right team.
• Reproduce and validate issues in lab and field-like setups
  Work with simulators, harnesses, bench setups, and controlled test fleets to reproduce customer issues, validate hypotheses, and confirm fixes before broad rollout.
• Support and validate firmware releases
  Participate in pre- and post-release validation for firmware drops, watching for regressions, rollout/rollback issues, and edge cases that only appear in specific vehicles, environments, or customer workflows.
• Perform software-level debugging for device-facing services
  Read and interpret application/service logs, error messages, and state transitions in the server-side components that configure devices, manage telemetry, or orchestrate firmware updates; partner with Software/Backend Engineering to resolve defects.
• Lead clear, actionable RCAs
  Own and deliver root cause analyses that explain what failed across hardware, firmware, and software boundaries, why it failed, and what steps will prevent recurrence.