About the company
Founded in 2013, Nova Labs is a pioneer in decentralized wireless communications and the founding team behind the open-source Helium Network. Helium Mobile, a Nova Labs business, has a mission to place access to connectivity in the hands of the people and enable a service at a reduced cost while maintaining high-quality service.
Job Summary
What You’ll Do:
📍Technical Escalation Handling 📍Diagnose and resolve advanced technical issues escalated from L1 and L2 support teams. 📍Work directly with customers when necessary to provide expert-level troubleshooting and resolution. 📍Provide Technical Expertise: 📍Linux System Administration – Monitor and optimize system performance, troubleshoot OS-level issues, and enforce security best practices. 📍Networking – Troubleshoot complex routing, switching, VPN, firewall, and authentication issues. Provide insights on TCP/UDP, DNS, MQTT, EAP methods, and WiFi connectivity.Blockchain & DePIN– Assist in troubleshooting decentralized networks (e.g., Helium), understand tokenomics, and interpret consensus mechanisms. 📍Troubleshoot and Automate 📍Code Interpretation & Automation – Read and analyze code in JavaScript, Go, and Rust to troubleshoot application issues and write scripts for automation when needed. 📍Observability & Debugging – Utilize tools like Superset, Grafana, Sentry, syslog, journalctl, and basic DevOps/Kubernetes practices for diagnosing system health. 📍SQL & Data Analysis – Write efficient queries for large datasets, analyze system performance, and extract insights for optimization. 📍WiFi Passpoint/OpenRoaming AAA – Troubleshoot EAP-TLS/EAP-AKA authentication, RADIUS/RADSEC, and federated authentication models. 📍Collaborate and Improve 📍Work closely with L1/L2 support analysts, sharing knowledge and providing guidance with kindness and patience. 📍Identify recurring issues, propose process improvements, and develop internal documentation.
What Makes You The Perfect Fit:
📍Ideal Qualifications 📍4+ years of relevant technical and support experience 📍Strong understanding of Linux system administration, networking, and authentication models 📍Proven proficiency in debugging using Superset, Grafana, Sentry, syslog, journalctl 📍Experience utilizing DevOps/Kubernetes practices for diagnosing system health 📍Familiarity with blockchain technologies, troubleshooting methodologies, SQL, and data analysis. 📍Nice-to-Haves 📍Based in a US state that observes Eastern Standard Time 📍Bilingual in English and Spanish
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