We are looking for a Product Analyst with hands-on experience in ThingWorx, industrial connectivity solutions, and IoT edge technologies. You will be responsible for delivery of Product, Application and Development Support to our customers and partners while working alongside a highly talented and collaborative team. The ideal candidate will troubleshoot IoT platform issues, support integration with industrial devices, collaborate with engineering teams, and ensure high system uptime.
Key Responsibilities
Technical Support & Troubleshooting
- Provide Level 1 technical support for IoT platform issues, specifically ThingWorx applications, mashups, services, and data models.
- Diagnose and resolve problems related to:
- Industrial connectivity (Kepware/KEPServerEX, MQTT, OPC-UA, Modbus, REST APIs)
- IoT gateways or edge devices
- Data ingestion, device onboarding, communication failures
- Perform root-cause analysis and propose permanent fixes.
- Monitor system performance, logs, and alerting dashboards to ensure optimal platform health.
Customer Interaction & Documentation
- Work directly with customers to understand issues and provide timely resolutions.
- Document issue resolutions and knowledge base articles.
- Conduct product demos, training sessions, and onboarding workshops for clients.
Collaboration
- Collaborate with IoT developers, solution architects, and QA teams to verify reported bugs.
- Coordinate with industrial automation teams to test device connectivity and protocols.
Required Skills & Qualifications
Technical Skills
- Knowledge of ThingWorx Platform—entities, mashups, services, data models, extensions, Value Streams.
- Knowledge of industrial connectivity tools:
- Kepware/ThingWorx Industrial Connectivity
- OPC-UA, Modbus TCP/RTU, MQTT, REST APIs
- OS proficiency in Linux + Windows (command line execution, setting up services, OS error debugging, permissions)
- SSL communications (installing certificates, debugging SSL error and tools like openssl)
- Knowledge of IoT gateways, edge computing platforms, and industrial controllers (PLC, SCADA) is a plus.
- Understanding of networking concepts: TCP/IP, firewalls, certificates, VPNs.
- Scripting skills (JavaScript, Python, or Java)
- Java application installation, tuning and monitoring (environment variable setup, service definitions, garbage collection parameters)
- Knowledge of PostgreSQL, MS SQL Server, Azure SQL databases is a plus.
- Knowledge of cloud platforms (AWS/Azure IoT) is a plus
Soft Skills
- Strong analytical and problem-solving abilities.
- Excellent communication and customer-handling skills.
- Ability to deescalate difficult customer conversations
- Ability to work independently and in cross-functional teams.
- Strong documentation and reporting abilities.
- Ability to learn continuously
- Adaptability to new tools and challenges
