Technical Support Engineer (Real Estate)

ABOUT THE PROJECT

We are looking for a T3 Support Engineer to strengthen our support operations and IoT system reliability. Our system integrates smart hardware installed in company-owned apartments, including thermostats, smart locks, and sensors. Your primary responsibility is to own and resolve complex technical support escalations (T3) across IoT, cloud, backend, and hardware behavior in live production.

This role is ideal for someone who enjoys investigating customer-facing technical challenges, debugging distributed systems, validating hypotheses through logs, and documenting reliable resolution practices.

YOUR ROLE

• Lead deep troubleshooting and Root-Cause Analysis (RCA) for complex issues involving IoT connectivity, cloud, APIs, and backend flows;
• Act as the primary T3 escalation point for unresolved customer issues from T1/T2 teams;
• Debug and analyze system behavior using logs, dashboards, and distributed traces;
• Execute manual verification of fixes across web portals, mobile apps, and IoT scenarios;
• Reproduce support-discovered issues, submit clear evidence, and retest when resolved;
• Validate UI behavior, API responses, integration flows, and overall system outcomes; 
• Create and maintain structured support artifacts: runbooks, checklists, and FAQs for T1/T2 teams;
• Translate recurring support patterns into clear technical resolution journeys to reduce future escalations;
• Contribute support-driven insights into Agile planning and system quality improvements;
• Work closely with Engineering and Product to validate fix stability.

REQUIREMENTS

• 3+ years of experience in technical support or manual QA in live production software environments;
• Strong investigative mindset and ability to troubleshoot independently;
• Understanding of network fundamentals, including the OSI communication framework;
• Competence in working with logs, monitoring data, and production dashboards (e.g., OpenSearch, Kibana, Grafana);
• Experience debugging APIs using tools such as Postman, Charles Proxy, or similar.
• Experience working with SQL;
• Familiarity with Linux basics and Docker concepts;
• Strong ability to write clear, structured, and action-driven technical documentation;
• English level B2+ or higher;
• Experience working in remote cross-functional teams.

NICE TO HAVE

• IoT protocol troubleshooting exposure (MQTT notion, message debugging, IoT logs);
• Familiarity with AWS services used in production support (CloudWatch, Lambda logs, IoT Core basics);
• Basic scripting knowledge (Python, Bash, or similar for support automation);
• Experience with SSH, Git, Putty, or CI tools.