At iPronics , we’re building the future of software-defined photonics

The Customer Support Lead will be responsible for overseeing customer support operations, providing technical assistance to clients using our iPronics Optical Circuit Switch products, and conducting validation tests on units prior to shipment. This role requires a blend of customer service expertise, technical proficiency in electrical and software systems, and leadership skills to build and expand the support team as our company grows through 2026-2027.

The ideal candidate is a proactive problem-solver with hands-on experience in high-tech environments, capable of bridging customer needs with state-of-the-art photonic technologies.

Key Responsibilities

• Lead and manage daily customer support activities, including troubleshooting, issue resolution, and technical guidance for clients implementing our Optical Circuit Switches and programmable solutions via API.
• Perform rigorous validation tests on hardware units before shipment, ensuring compliance with quality standards, functionality of electrical components, software integrations, and API operability.
• Serve as the primary point of contact for escalated customer inquiries, diagnosing issues related to product performance, electrical interfaces, and software configurations.
• Develop and document support protocols, FAQs, and knowledge bases to streamline customer interactions and improve response times.
• Collaborate with engineering, product development, and sales teams to relay customer feedback, identify product improvements, and contribute to API enhancements.
• Train and mentor junior support staff, with a focus on scaling the team in 2026-2027 to meet increasing demand.
• Monitor support metrics (e.g., resolution time, customer satisfaction scores) and implement strategies to enhance service quality.
• Handle on-site or remote customer installations, configurations, and post-deployment support as needed.
• Stay updated on industry trends in optical networking, and API-driven technologies to provide informed, proactive support.

Requirements

• Bachelor's degree in Electrical Engineering, Computer Science, Photonics, or a related field; Master's degree preferred.
• 5+ years of experience in customer support roles within high-tech industries, preferably in photonics, optics, semiconductors, or networking hardware.

🌟 What We Offer

• Permanent full-time contract
• Flexible schedule
• December 24th and 31st off
• New offices opening in January in Valencia Center
• Private health insurance

🚀 Why Join iPronics?

We’re not just building hardware — we’re enabling the next wave of optical networking for AI and high-performance computing. Our technology blends photonics, microelectronics, software, and advanced hardware to create solutions that are shaping tomorrow’s data infrastructure.

You’ll work in a forward-thinking, collaborative environment where engineering talent is valued, ideas matter, and your contributions directly influence next-generation products.

📩 How to Apply

If you’re excited about designing advanced PCBs and hardware for cutting-edge photonic technologies, we’d love to meet you.

Know someone who’d be a great fit? Please share this opportunity! ✨