Support Engineer (Technical Support)

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 2–4 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:

• Bachelor’s 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