Technical Support Engineer – L2

Project description

Development of monitoring and diagnostics system. It fulfils both local and remote data access and analytics requirement, as well as local and remote troubleshooting purpose. The work responsibilities contain L2 support + manual testing. Most of the L1 support team is in Asian tmezone, but we still have preferred EU zone.

Responsibilities

• Fleet monitoring: Monitor the health, availability, connectivity, and performance of edge systems and central cloud applications. L2 technical support: Investigate issues reported by monitoring systems, sites, customers, or L1 support. Root-cause analysis: Analyse logs, metrics, telemetry, services, databases, APIs, and network connections to identify and resolve problems. End-to-end diagnostics: Trace telemetry from devices and gateways through edge and cloud services to dashboards and reports. Issue escalation: Escalate unresolved problems or software defects to development/L3 with logs, reproduction steps, technical findings, and impact information. Documentation and reporting: Maintain support records, troubleshooting procedures, fleet-health reports, and incident summaries. Release validation: Dedicate approximately 30% of the role to manual functional, integration, and regression testing of new features and support software releases.

SKILLS

Must have

• At least 4 years of experience in L2 support, technical operations, systems integration, industrial software support, or a comparable role. Experience with edge systems and cloud-hosted applications. Experience with telemetry, time-series data, and IIoT data pipelines. Hands-on knowledge of MQTT, Modbus, or similar industrial protocols. Strong Linux troubleshooting and log-analysis skills. Experience with SQL, databases, REST APIs, frontend and backend troubleshooting. Experience with manual functional and integration testing. Strong problem-solving, communication, documentation, and reporting skills. Degree or equivalent practical experience in automation, electrical engineering, control systems, or a related discipline.

Nice to have

AWS Python or Bash scripting Cloud monitoring and observability tools Industrial monitoring, control, maritime, or other operational-technology experience Cyber security standard or best practices