Robert Craig
I fix how work works, and I build the tool myself · Hastings, England
What I enjoy most about engineering is being able to create something and immediately see the results. People actually making use of it, the direct positive impact. It's a sense of accomplishment that's hard to put into words. It's why I build.
For 11 years at Eseye that meant working across the IoT stack: Perl/PHP/Laravel tooling for SIM provisioning, follow-the-sun support leadership for million-device fleets, product ownership on the integration team, and on-site technical contact for enterprise customers across the US, India, and EMEA. Most recently I migrated 1.2 million IoT devices off Cisco Jasper onto Eseye's own platform. The CTO called it the smoothest migration he'd experienced.
I like sitting between engineering and customer-facing work. I write the code, I own the delivery, and I can sit across from a customer and explain why their devices aren't attaching. Not many people can do both, and it's what I want to keep doing.
Key Achievements
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1.2M IoT Device Migration
Designed and delivered the scripts and orchestration to migrate 1.2M IoT devices off Cisco Jasper and onto Eseye's own carrier platform, with under 30 minutes of downtime per unit. The CTO called it the smoothest migration he'd experienced.
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Global Support Leadership
Led a follow-the-sun technical support team across five regions (UK, India, Australia, USA, Brazil), supporting fleets of more than 1M devices in production. Cover ran 4am to 10pm on tiered SLAs, with customer satisfaction above 92%. I was the primary contact for customers with deployments of over a million units, including Bosch, Costa and M-KOPA.
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Paid SLA Programme
Designed and introduced the tiered paid SLA programme. Support stopped being just a cost centre and started bringing in its own revenue.
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Customer-Facing Delivery at Scale
Two years travelling across the US as the pre- and post-sales technical contact, often 8,000 to 10,000 miles a month. On-site training and integration work in India and Brazil as well.
How I Run Support
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Quick turnarounds, and a clear plan when that is not possible
People can live with a fix taking time. What frustrates them is silence. So: a realistic timeline, what they can do in the meantime, an update before they have to chase, and honesty when the plan changes.
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Severity is judged from the customer's side
Priority plus the impact on the customer, not how interesting the problem is to us. And solving the problem matters more than closing the ticket.
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Fix the question that keeps coming back
When the same question lands every week, I build the tool that answers it. That is how ValidationPortal started, and about forty people ended up using it every day.
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Write knowledge for the customer's AI first
The first thing most people do now is ask their AI what is wrong. So I would build the knowledge base for that AI to read and act on, and let the same source feed the help pages and the service desk, with a person always one step away.
Career Path
Handled everything from VLAN design and server builds to DNS, QoS, and remote troubleshooting across mixed Windows/Linux environments. Known for practical, hands‑on problem solving, and even ran a profitable Minecraft server cluster on the side.
Provided 1st/2nd‑line support across global IoT deployments, diagnosing issues across networks, devices, and backend systems. Built and maintained internal tools, wrote and debugged Perl/PHP/JS applications, and guided customers on best‑practice connectivity and protocol choices. Developed strong customer relationships while supporting large‑scale fleets in production.
Led a global follow‑the‑sun support team across the UK, US, India, Australia, and Brazil, handling large‑scale IoT deployments and high‑priority customer accounts. Drove root‑cause analysis, improved internal tooling, and delivered on‑site training for international teams. Balanced hands‑on technical troubleshooting with mentoring, process improvement, and customer success.
Worked across the US for two years supporting sales teams on customer visits, demos, and technical evaluations. Acted as the primary technical contact for prospects and key accounts, delivering on‑site training, troubleshooting, and integration guidance. Combined deep product knowledge with clear communication to support both pre‑sales confidence and post‑sales success.
Developed and maintained web applications and APIs across Perl, PHP, JavaScript, and Laravel, improving performance, reliability, and developer experience. Delivered large‑scale IoT integrations, built internal tooling, and documented complex systems to streamline onboarding and maintenance. Balanced hands‑on engineering with cross‑team collaboration and clear, customer‑focused problem solving.
Owned the roadmap for a multi‑disciplinary development team, defining requirements, prioritising backlogs, and driving delivery across large‑scale IoT integrations. Worked closely with stakeholders, analysts, and third‑party suppliers to manage dependencies and ensure smooth, high‑impact releases. Balanced strategic direction with hands‑on clarity, documentation, and continuous improvement.
Built and enhanced web applications and APIs across PHP, Laravel, JavaScript, and HTML/CSS, focusing on clarity, maintainability, and integration reliability. Improved legacy systems through documentation, refactoring, and performance tuning, while delivering features that supported multi‑tenant platforms and large‑scale IoT workflows. Collaborated closely with analysts and stakeholders to turn requirements into practical, well‑tested solutions.
Operated an independent hardware and engineering lab — designing and printing CAD models, experimenting with automation, and creating content for YouTube. Built and maintained WordPress e‑commerce platforms for hardware product sales. Delivered technical web consultation, SEO, and performance optimisation for clients. A creative space for exploring new tools and technologies outside of client work.
Education
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Principles of Cyber Security L2
Bath College
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BSc Computer Network Engineering
2009 - 2012Sheffield Hallam University
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BTEC National Diploma I.T. Practitioner
2006 - 2008Chichester College
Courses & Certifications
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IoT Essentials
Wray Castle, 2022
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Time Management Webinar
MTD Training, 2022
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The Complete Node.js Course
Code with Mosh, 2019
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Agile Fundamentals
Pluralsight
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Jira: Getting Started
Pluralsight
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Scrum Development with Jira & JIRA Agile
Pluralsight
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Agile Team Practices with Scrum
Pluralsight
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React: The Big Picture
Pluralsight
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Figma: Getting Started
Pluralsight
Core Skills & Technologies
Connectivity & IoT
Backend & APIs
Frontend & Tooling
Ops & Infrastructure
Product & Delivery
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Also touched
What I'm Looking For
I'm open to permanent and contract roles in the UK. Remote preferred, hybrid welcome, occasional travel is fine. Based in Hastings.
The work I want: map how a team actually works, fix the worst manual step first, and build the tool myself when that's the quickest fix.
Roles I'm actively interested in:
- Senior Technical Support Engineer
- Operations Engineer / Business Systems Engineer / Internal Tools
- Technical Business Analyst / AI and workflow automation
- Support leadership: Support Lead, Head of Support, Principal Support Engineer
- Solutions Engineer / Customer Success Engineer / Implementation Engineer
- Senior Full-Stack Developer (Laravel/PHP)
Domains where my background is strongest: IoT/M2M connectivity, energy and smart metering, fleet/logistics, and regulated multi-tenant SaaS. The energy work includes utility smart-meter and solar-install connectivity for Low Carbon Exchange and ASL Holdings during my time at Eseye.
What I value: high-trust teams, customer-adjacent work, clear ownership, shipping cadence over ceremony.