Description
About the Role:
The Senior Technical Support Engineer (Senior TSE) is a highly skilled problem-solver responsible for diagnosing, troubleshooting, and resolving complex technical issues related to hardware, software, and cloud-based systems. This role serves as a key escalation point for Tier 1 and Tier 2 support teams, providing in-depth analysis, mentoring junior engineers, and improving support processes.
As a Senior TSE, you will collaborate with cross-functional teams including Engineering, Product, and Operations to enhance product reliability and customer experience. You will also contribute to technical documentation, process optimization, and strategic initiatives aimed at driving efficiency and service excellence.
What You'll Do:
- Act as the final escalation point for TSEs for complex technical issues, ensuring timely and effective resolution.
- Conduct deep-dive investigations into software, firmware, and hardware issues, utilizing logs, debugging tools, and system diagnostics.
- Work closely with Technical Lead, Engineering and Product teams to report and resolve critical bugs, product defects, and system inefficiencies.
- Analyze incident data to identify patterns, root causes, and recurring issues, providing recommendations for proactive improvements.
- Perform hardware-level diagnostics, including testing, validation, and troubleshooting of sensors, cameras, and embedded systems.
- Assist TSE and new hires
What We're Looking For:
- Deep understanding of software, firmware, and hardware troubleshooting.
- Ability to analyze system logs, network traffic, and API responses to diagnose issues.
- Experience working with Grafana, Redash, AWS, and JIRA.
- Familiarity with cloud-based architectures and monitoring tools.
- Knowledge of SQL, scripting (Python, Bash, or PowerShell), and automation is a plus
- A structured, logical approach to diagnosing and resolving technical issues.
- Ability to identify root causes, analyze trends, and recommend long-term solutions.
- Proactive in improving support processes, knowledge base, and automation.
- Ability to handle high-pressure situations and critical escalations with professionalism.
- Strong verbal and written communication skills to simplify complex technical topics.
- Experience dealing with enterprise customers and high-priority cases.
- Willingness to mentor and support junior engineers, fostering a culture of learning.
- Ability to work cross-functionally with Engineering, Product, and QA teams.
- A team player who is adaptable, resourceful, and thrives in a collaborative setting
- Minimum 1+ years of experience in Technical Support or a similar role in a software or hardware company.
- Prior experience in a SaaS, IoT, or Fleet Management environment is a plus.
- Bachelor’s degree in Engineering, Computer Science, or a related field.
- Willing to participate in an on-call rotation for critical escalations.
