Triage and resolve technical issues escalated by Service Technicians and operations teams using existing documentation, troubleshooting guides, and internal processes
Monitor system alerts, dashboards, and incident queues to identify issues affecting fridge uptime, connectivity, and performance
Diagnose technical problems by reviewing logs, alerts, and system behavior in a Linux-based environment
Support field teams with troubleshooting related to hardware-integrated software systems and connected smart fridge devices
Escalate unresolved or high-impact incidents to the appropriate engineering or technical teams with clear documentation and context
Document newly identified issues, root causes, workarounds, and resolutions to improve the internal knowledge base and reduce repeat escalations
Identify recurring patterns and common technical failures, then communicate findings to help improve operational efficiency and product reliability
Collaborate cross-functionally with Engineering, Operations, and other internal stakeholders to surface systemic issues and support long-term fixes
Maintain accurate records of incidents, resolutions, response times, and support actions taken
Assist in improving support workflows, documentation standards, and escalation procedures
Communicate clearly and professionally with distributed teams in an asynchronous work environment
Follow established service standards, escalation procedures, and support protocols to ensure timely issue resolution

2–4 years of experience in technical support, IT support, operations engineering, or a similar troubleshooting role
Experience resolving technical issues in production or operations environments
Ability to analyze logs, alerts, dashboards, and monitoring data
Basic Linux troubleshooting and command-line knowledge
Strong written English communication and documentation skills
Strong analytical, problem-solving, and troubleshooting abilities
Ability to work independently and manage priorities with minimal supervision
Experience supporting distributed or asynchronous teams
Detail-oriented with accurate documentation practices
Comfortable collaborating with cross-functional teams
Familiarity with cloud infrastructure, connected devices, or IoT environments (preferred)
Experience with monitoring tools such as Datadog or AWS CloudWatch (preferred)
Background in hardware-integrated software systems (preferred)
Experience in incident management, uptime monitoring, or operational support (preferred)
Knowledge of network troubleshooting, device monitoring, or remote diagnostics (preferred)
Experience with process improvement, root cause analysis, or knowledge base documentation (preferred)

Support Engineer

Key skills