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.

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.

• 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.