Technical Support Software Engineer
New
D
DerqTraffic safety AI
Belo Horizonte, State of Minas Gerais, Brazil. Córdoba, Córdoba Province, ArgentinaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1–3+ years
- Required Skills
- Node.jsPythonBashMongoDBJiraLinuxNetworkingSaaSZendesk
Requirements
- 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, command-line usage, and system diagnostics.
- Strong understanding of networking fundamentals (IP, ports, VLANs, VPNs, firewalls, SSH).
- Experience troubleshooting servers, applications, logs, and basic databases (MongoDB or equivalent).
- Experience supporting SaaS platforms and/or IoT devices; exposure to IP cameras or networked hardware is a plus.
- Basic scripting or automation skills (Python, Bash, or Node.js).
- Familiarity with ticketing systems such as Zendesk or Jira.
- Strong problem-solving skills, attention to detail, and ability to follow and improve troubleshooting runbooks.
- Clear written and verbal communication skills in English.
- Calm, methodical approach to handling production incidents.
- Ability to participate in on-call rotations with reliable internet and power.
Responsibilities
- 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.
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