Reach℠ is a remote support application for IoT devices. By leveraging a mobile device as a bridge between a customer’s IoT device and a support technician, the support technician can directly and securely interact with the customer’s device. Reach℠ runs on both the customer’s mobile app and the support technician’s computer. The support technician’s computer communicates with the customer’s mobile app, and the mobile app communicates with the IoT device via any communication protocol that the device supports (BLE, MQTT, HTTPS, etc.). This enables the support technician to control the device’s software in real-time, allowing them to diagnose and fix any issues with the device.