Technical Support Engineer (24/7 Rotational Shifts)

SQUAD is hiring an L1 Technical Support Engineer to monitor smart-device health and performance around the clock. The role involves identifying anomalies, triaging and escalating incidents, coordinating with engineering teams, and supporting post-incident corrective actions.

Responsibilities:

• Continuously monitor customer-facing dashboards, automated detection systems, and performance indicators for smart device fleets across all shifts
• Analyze real-time performance data to identify trends or anomalies before they escalate into customer-impacting events
• Respond to alerts, triage incidents by severity (Sev 1–5), and escalate critical issues through defined runbooks to appropriate service teams
• Initiate and track Post-Incident Corrective Actions (COE) to drive root cause analysis and ensure timely closure of technical issues
• Coordinate with engineering, product, and infrastructure teams during bridge calls to support the resolution of complex incidents
• Provide accurate updates regarding incident status, impact, and resolution progress within defined SLA timelines
• Document all incidents, troubleshooting steps, and workarounds in ticketing systems, generating comprehensive shift reports for seamless handovers
• Continuously refine triage, escalation, and communication runbooks based on retrospective analysis and lessons learned

Requirements:

• 1+ years of technical support experience within IT, IoT, or software development environments
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, HTTP/HTTPS, Wi-Fi protocols) and IoT device ecosystems
• Basic SQL skills for data querying and practical experience with monitoring tools (e.g., Splunk, Grafana, CloudWatch, Datadog, Tableau)
• Experience using ticketing systems (e.g., Jira, ServiceNow, Zendesk, or similar)
• Confident user of operating systems (Windows, Linux, macOS, Android, iOS)
• Database query basics (SQL) for data retrieval and basic scripting knowledge (Python, Bash, or PowerShell) for task automation
• Strong stress resilience during high-priority incidents
• Strong analytical skills with high attention to detail and the ability to prioritize tasks based on customer impact
• Excellent team player with a high sense of accountability and effective communication skills
• At least an Upper-Intermediate level in both written and spoken English (B2)
• Bachelor's or Master's degree in Computer Science, Telecommunications, or a related technical field
• Experience with network diagnostic tools (ping, traceroute, netstat)
• Familiarity with firmware update processes for remote hardware devices