Technical Support Software Engineer
hace 2 días
Córdoba
ppDerq is an MIT spinoff building AI-powered traffic safety and smart infrastructure. We’re a team of passionate innovators, leveraging the latest in AI and technology to transform the future of mobility. Our platform enhances road safety and traffic management by turning real-time data into actionable insights for cities and road operators. Our patented technology collects and analyzes data from connected sensors like cameras, radar, and traffic signal controllers to help predict and prevent road incidents. We deploy edge and cloud solutions that make intersections and highways safer and smarter. /p h3Role Overview /h3 pAs a Technical Support Software Engineer, you will serve as the Level 1 (L1) support and primary point of contact for customers using Derq’s hardware, software, and connected roadside systems. You will triage incoming support tickets, independently resolve common issues, and escalat work more complex cases to L3 (Engineering, ML Ops QA) teams with clear and thorough documentation. /p pYou will operate in a fast‑paced environment where end users are city engineers and transportation officials, requiring strong technical communication, structured troubleshooting, and a high standard of reliability. /p h3Key Responsibilities /h3 ul liTriage and respond to incoming support tickets via Zendesk (email, phone, portal), logging and tracking all interactions in accordance with SLA guidelines. /li liDiagnose and resolve L1 issues, including connectivity, device status, user access, configurations, and dashboard/UI problems. /li liGuide customers through troubleshooting steps for hardware (cameras, sensors, roadside units) and software (web portals, alerts, integrations). /li liTroubleshoot server, network, and application‑level issues using tools such as SSH, logs, and basic diagnostics. /li liInvestigate system performance, configuration, data flow, and deployment incidents by analyzing logs, metrics, and system outputs to identify root causes. /li liMonitor system health dashboards and proactively flag anomalies before customers report them. /li liEscalate complex issues to L2 and L3 (engineering) teams, providing thorough documentation of symptoms, troubleshooting steps taken, and environment details. /li liAssist with onboarding new customers by verifying device provisioning, connectivity, and system readiness. /li liDocument incidents, investigations, fixes, and known issues, contributing to runbooks, internal knowledge base articles, and customer‑facing FAQs. /li liMaintain and improve support documentation and processes to drive continuous operational improvements and faster issue resolution. /li /ul ul liBachelor’s degree in Computer Science, IT, Engineering, or a related field /li /ul ul li1–3+ years of experience in technical support, help desk, NOC, or operations roles. /li liHands‑on experience with Linux/Ubuntu, command‑line usage, and system diagnostics. /li liStrong understanding of networking fundamentals (IP, ports, VLANs, VPNs, firewalls, SSH). /li liExperience troubleshooting servers, applications, logs, and basic databases (MongoDB or equivalent). /li liExperience supporting SaaS platforms and/or IoT devices; exposure to IP cameras or networked hardware is a plus. /li liBasic scripting or automation skills (Python, Bash, or Node.js) to automate repetitive tasks. /li liFamiliarity with ticketing systems such as Zendesk or Jira. /li liStrong problem‑solving skills, attention to detail, and ability to follow and improve troubleshooting runbooks. /li liClear written and verbal communication skills in English. /li liCalm, methodical approach to handling production incidents. /li liAbility to participate in on‑call rotations with reliable internet and power. /li /ul /p #J-18808-Ljbffr