Support Engineer (Technical Support)

The Support Engineer is responsible for helping maintain the uptime connectivity and operational performance of the clients smart fridges and vending machines by providing technical support to Service Technicians and internal operations teams. This role focuses on triaging and resolving escalated issues monitoring alerts and incidents documenting recurring problems and resolutions and collaborating with engineering teams to improve long-term system reliability. The ideal candidate is technically capable resourceful and comfortable working independently in a fast-paced distributed support environment.

Responsibilities & Duties:

• Triage and resolve technical issues escalated by Service Technicians and operations teams using existing documentation troubleshooting guides and internal processes
• Monitor system alerts dashboards and incident queues to identify issues affecting fridge uptime connectivity and performance
• Diagnose technical problems by reviewing logs alerts and system behavior in a Linux-based environment
• Support field teams with troubleshooting related to hardware-integrated software systems and connected smart fridge devices
• Escalate unresolved or high-impact incidents to the appropriate engineering or technical teams with clear documentation and context
• Document newly identified issues root causes workarounds and resolutions to improve the internal knowledge base and reduce repeat escalations
• Identify recurring patterns and common technical failures then communicate findings to help improve operational efficiency and product reliability
• Collaborate cross-functionally with Engineering Operations and other internal stakeholders to surface systemic issues and support long-term fixes
• Maintain accurate records of incidents resolutions response times and support actions taken
• Assist in improving support workflows documentation standards and escalation procedures
• Communicate clearly and professionally with distributed teams in an asynchronous work environment
• Follow established service standards escalation procedures and support protocols to ensure timely issue resolution

• At least 24 years of experience in a technical support IT support operations engineering or similar technical troubleshooting role
• Experience diagnosing and resolving technical issues in a production or operations environment
• Comfortable reading and analyzing logs alerts dashboards and monitoring data to identify issues and determine next steps
• Working knowledge of Linux environments including basic command-line troubleshooting and familiarity with tools such as journalctl
• Strong written English communication skills with the ability to clearly document issues findings and resolutions
• Ability to work independently manage priorities and navigate ambiguity with minimal supervision
• Strong analytical and problem-solving skills with a structured troubleshooting approach
• Experience supporting distributed teams in an asynchronous work environment
• High attention to detail and ability to maintain accurate support documentation
• Willingness to collaborate cross-functionally with technical and non-technical teams

Preferred Qualifications (Optional):

• Familiarity with cloud infrastructure connected devices or IoT environments
• Experience using monitoring and observability tools such as Datadog AWS CloudWatch or similar platforms
• Background supporting hardware-integrated software systems
• Experience working with incident management uptime monitoring or operational support environments
• Exposure to network connectivity troubleshooting device health monitoring or remote diagnostics
• Experience contributing to process improvements knowledge base documentation or root
• cause analysis

Educational Requirements & Certifications:

• Bachelors degree in Information Technology Computer Science Computer Engineering Electronics Engineering or a related field preferred
• Relevant work experience may be considered in lieu of a degree
• Linux cloud or IT support certifications are an advantage but not required

• HMO with 1 free dependent upon hire
• Night Differential
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• Nightshift

Required Experience:

IC