About Safetrust
Safetrust is building the future of identity.
Imagine walking into a building where your phone, watch, or face becomes your secure credential. No badges. No friction. Just seamless, secure access across physical and digital environments.
That's what we do.
Our platform combines mobile credentials, IoT devices, cloud-native architecture, and secure authentication to power access across offices, data centers, and enterprise systems—used by Fortune 200 companies and global partners.
We operate across the United States, Vietnam, and Australia, solving one of the most complex challenges in modern security: how identity works across devices, systems, and the real world.
Why This Role Matters
This is not a traditional support role.
This is where the hardest problems go.
As a Senior Technical Support Engineer (L3), you will diagnose and resolve complex, system-level issues across hardware, mobile, cloud, and identity infrastructure—issues that directly impact customers and product reliability.
Your work will not only resolve incidents—you will help identify patterns, prevent failures, and improve how our products are built and deployed.
Role Overview
Safetrust is seeking a Senior Technical Support Engineer (L3) to serve as the highest level of technical escalation across our platform.
You will work across embedded devices, mobile applications, APIs, and cloud services to troubleshoot deeply complex issues, perform root cause analysis, and drive resolution in partnership with Engineering and Product teams.
This role is highly cross-functional and requires strong technical depth, ownership, and the ability to operate under pressure during critical incidents.
What You'll Do
Deep Technical Troubleshooting
- Own and resolve Tier 3 escalations across hardware, firmware, mobile (iOS/Android), APIs, and cloud platforms
- Perform system-level debugging across device, network, and backend layers
- Analyze logs, packet captures, and system behavior to isolate root causes
- Troubleshoot interactions between IoT devices, mobile credentials, and cloud services
Root Cause Analysis & Reliability
- Conduct detailed root cause analysis for complex and recurring issues
- Identify systemic problems and recommend long-term solutions
- Drive reduction of recurring defects and support escalations
- Contribute to improving system reliability and product stability
Incident Management & Resolution
- Lead technical coordination during high-priority incidents
- Work cross-functionally with Engineering, QA, and Product to resolve issues
- Provide clear, structured communication during critical situations
Release & Hotfix Support
- Partner with Engineering and QA to validate fixes and hotfixes
- Support release readiness and deployment validation
- Monitor post-release behavior and identify emerging risks
Documentation & Knowledge Sharing
- Create and maintain technical documentation, troubleshooting guides, and known issue records
- Improve knowledge base structure to support scalable support operations
- Ensure complex solutions are documented for reuse
Cross-Functional Collaboration
- Act as a technical bridge between Support, Engineering, Product, and Customer Success
- Provide detailed technical feedback to influence product improvements
- Support new feature rollouts and ensure support readiness
Mentorship & Enablement
- Train and mentor L1 and L2 support engineers
- Lead knowledge transfer sessions for new systems and features
- Help elevate technical capability across the support organization
What You Bring
Technical Expertise
- Strong experience troubleshooting IoT systems, embedded devices, or connected platforms
- Experience with Bluetooth, NFC, and RF technologies (BLE, NFC, etc.)
- Knowledge of secure credential technologies (e.g., DESFire or similar)
- Understanding of access control systems and integrations
- Strong knowledge of networking protocols (TCP/IP, HTTP, TLS)
- Experience with packet analysis tools (e.g., Wireshark)
- Experience troubleshooting APIs, distributed systems, and integrations
Development & Tools
- Proficiency in at least one scripting or programming language (Python, JavaScript, Java, Kotlin, Bash, etc.)
- Experience working with REST APIs and API debugging tools
- Experience with Jira, Confluence, and log analysis tools
Core Skills
- Strong analytical and problem-solving mindset
- Ability to debug complex, multi-layer systems
- Clear communication of technical concepts to both technical and non-technical audiences
- Ability to perform under pressure during critical incidents
- Strong ownership and follow-through
Nice to Have
- Experience with iOS and Android debugging or development
- Experience with cloud platforms and microservices architectures
- Familiarity with CI/CD pipelines and release processes
- Experience in SaaS, IoT, or platform-based environments
- Experience in identity, security, or access control systems
What Sets You Apart
- Ability to troubleshoot across hardware, mobile, and cloud systems end-to-end
- Strong ownership of issues from detection through resolution
- Ability to identify patterns and prevent future failures
- Strong documentation and knowledge-sharing mindset
- Ability to operate effectively in complex, high-pressure environments
Success in This Role
- Resolution speed and quality of complex escalations
- Reduction in recurring issues and systemic defects
- Improved product reliability and stability
- Increased effectiveness of L1/L2 support teams
- Strong customer outcomes during critical incidents
Why Join Safetrust
- Work on complex, real-world IoT and identity systems
- Solve high-impact technical challenges across multiple technology layers
- Influence product quality, reliability, and customer experience
- Collaborate with global Engineering, Product, and Support teams
- Join a fast-growing company solving critical security challenges
Growth & Opportunity
This role provides a path into advanced technical roles such as Product Reliability Engineering, Technical Support Architecture, or Engineering-adjacent positions.
You will gain deep expertise across identity systems, IoT infrastructure, and distributed platforms—building a strong foundation for technical leadership.
