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Technical Support Software Engineer

2 months, 3 weeks ago
Mexico, Brazil
Full-time
Junior
Technical Support Engineer
Software Development
Bash IoT JIRA Linux Node.js Python SSH Ubuntu
Apply Now
Derq

Derq

Derq is a Dubai-based MIT spinoff that leverages AI, machine learning, and V2X technologies to eliminate road accidents and save lives. Their award-winning platform provides real-time analytics, alerts to connected vehicles, and infrastructure, making ...

Road & Rail
11-50
Founded 2016
View All Jobs 4

Description

  • Triage and respond to incoming support tickets through Zendesk, email, phone, and customer portals while meeting SLA guidelines.
  • Diagnose and resolve Level 1 issues related to connectivity, device status, user access, configuration, and dashboard or UI problems.
  • Guide customers through troubleshooting for hardware such as cameras, sensors, and roadside units, as well as related software systems.
  • Investigate server, network, application, and deployment issues using SSH, logs, metrics, and basic diagnostics to identify root causes.
  • Monitor system health dashboards and proactively identify anomalies before customers report them.
  • Escalate complex issues to Level 2 and Level 3 engineering teams with clear documentation of symptoms, troubleshooting steps, and environment details.
  • Assist with new customer onboarding by verifying device provisioning, connectivity, and system readiness.
  • Document incidents, fixes, investigations, and known issues in runbooks, knowledge base articles, and customer-facing FAQs.
  • Maintain and improve support documentation and operational processes to speed up issue resolution.
  • Collaborate across support and engineering workflows to ensure reliable customer support for roadside and infrastructure systems.

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 and basic command-line usage.
  • Working knowledge of server, application, and basic database troubleshooting.
  • Strong understanding of networking fundamentals, including IP, ports, VLANs, VPNs, firewalls, and SSH.
  • Experience analyzing logs and performing system diagnostics.
  • Basic scripting or automation skills in 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 approach to handling production incidents.
  • Ability to participate in on-call rotations with reliable internet and power.

Interested in this position?

Apply directly on the company website

Apply Now

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