Technical Support L1 & L2 Engineer

Role overview

Provide first- and second-line technical support for a global IoT network management platform and its related infrastructure. The role combines customer troubleshooting, platform operations, documentation, monitoring improvements, and coordination with engineering, product, sales, and other technical teams. It also includes responsibility for system availability and scheduled on-call coverage, including overnight shifts.

Responsibilities

- Respond to customer questions and technical incidents involving an LPWAN platform and connected services. - Investigate, diagnose, prioritize, and resolve multiple support cases, providing clear step-by-step guidance in writing and verbally. - Administer and help maintain Linux-based systems, databases, cloud infrastructure, and customer-hosted industrial IoT environments. - Coordinate with product and development teams to report defects, clarify missing capabilities, and resolve complex issues. - Improve monitoring, operational procedures, technical documentation, user manuals, and knowledge-base content. - Participate in product testing, validation, industry research, and level-two support coordination, including on-call shifts from 20:00 to 04:00 when required.

Requirements

- Bachelor’s degree in computer science or a related discipline, or equivalent demonstrable experience. - Three to four years of experience in a comparable technical support, systems, or infrastructure role. - Strong understanding of networking concepts, including the OSI model, RSA, and VPN configuration. - Advanced Linux skills covering command-line administration and troubleshooting. - Experience with databases such as MongoDB, Redis, PostgreSQL, or Elasticsearch. - Ability to script with Python and Bash, think analytically, work systematically, communicate fluently in English, and maintain a strong customer-success focus.

Nice to have

- Experience with Git-based version control, Ansible, Kubernetes, MQTT, RabbitMQ, and observability tools such as Grafana, Logstash, Prometheus, or Nagios. - Familiarity with help-desk and ticketing systems, lean experimentation practices, Sub-GHz radio systems, IoT devices, or LPWAN technologies.

Benefits and work setup

- Partially remote working arrangement with flexible compensation, perks, and benefits. - High autonomy, a flat working structure, opportunities for visible international impact, and access to unlimited Udemy learning.