Triage and respond to incoming support tickets via Zendesk (email, phone, portal), logging and tracking all interactions in accordance with SLA guidelines.
Diagnose and resolve L1 issues, including connectivity, device status, user access, configurations, and dashboard/UI problems.
Guide customers through troubleshooting steps for hardware (cameras, sensors, roadside units) and software (web portals, alerts, integrations).
Troubleshoot server, network, and application‑level issues using tools such as SSH, logs, and basic diagnostics.
Investigate system performance, configuration, data flow, and deployment incidents by analyzing logs, metrics, and system outputs to identify root causes.
Monitor system health dashboards and proactively flag anomalies before customers report them.
Escalate complex issues to L2 and L3 (engineering) teams, providing thorough documentation of symptoms, troubleshooting steps taken, and environment details.
Assist with onboarding new customers by verifying device provisioning, connectivity, and system readiness.
Document incidents, investigations, fixes, and known issues, contributing to runbooks, internal knowledge base articles, and customer‑facing FAQs.
Maintain and improve support documentation and processes to drive continuous operational improvements and faster issue resolution.

Bachelor’s degree in Computer Science, IT, Engineering, or a related field
1–3+ years of experience in technical support, help desk, NOC, or operations roles
Hands‑on experience with Linux/Ubuntu and basic command‑line usage
Working knowledge of server, application, and basic database troubleshooting
Strong understanding of networking fundamentals (IP, ports, VLANs, VPNs, firewalls, SSH)
Experience analyzing logs and performing system diagnostics
Basic scripting or automation skills (Python, Bash, or Node.js)
Experience with ticketing systems such as Zendesk or Jira
Experience supporting SaaS platforms and/or IoT devices
Exposure to IP cameras or networked hardware is a plus
Strong problem‑solving skills and attention to detail
Ability to follow and improve troubleshooting runbooks and documentation
Clear written and verbal communication skills in English
Calm and methodical when handling production incidents
Ability to participate in on‑call rotations with reliable internet and power

Technical Support Engineer

Key skills