Investigate, troubleshoot, and resolve technical issues escalated by Service Technicians and operations teams
Monitor system alerts, dashboards, and incident queues to proactively identify and address issues affecting system performance and connectivity
Analyze logs, alerts, and system behavior within a Linux-based environment to diagnose technical problems
Support field teams with troubleshooting related to hardware-integrated software systems and connected devices
Escalate complex or high-impact incidents to the appropriate technical teams with thorough documentation and analysis
Create and maintain documentation for known issues, root causes, workarounds, and resolutions
Identify recurring technical issues and contribute recommendations to improve operational efficiency and system reliability
Collaborate with Engineering, Operations, and other cross-functional teams to support long-term technical improvements
Maintain accurate records of incidents, resolutions, response times, and support activities
Assist in enhancing support processes, documentation standards, and escalation procedures
Communicate effectively with distributed teams in a remote and asynchronous work environment
Adhere to established service standards and support protocols to ensure timely issue resolution

2–4 years of experience in IT Support, Technical Support, Help Desk, Service Desk, Operations Support, or a related technical role
Experience troubleshooting issues within production or operational environments
Ability to analyze logs, alerts, dashboards, and monitoring data
Basic Linux administration and command-line troubleshooting skills
Strong written English communication and documentation abilities
Excellent analytical, problem-solving, and troubleshooting skills
Ability to work independently and effectively manage priorities
Experience supporting distributed or remote teams is an advantage
Detail-oriented with strong documentation practices
Comfortable working with cross-functional teams
Preferred Qualifications:
Exposure to cloud environments, connected devices, or IoT technologies
Experience with monitoring platforms such as Datadog or AWS CloudWatch
Familiarity with hardware-integrated software systems
Experience in incident management, uptime monitoring, or operational support
Knowledge of network troubleshooting, remote diagnostics, and device monitoring
Experience conducting root cause analysis and improving support processes

IT Support

Key skills