Technical Support L1 & L2 Engineer

We are on the quest to find a new team member who will take over some of key responsibilities managing our global system infrastructure and providing support to our exsting and future clients. LORIOT is a global scaleup operating in the Internet of Things industry. Our mission is to make IoT accessible to everyone in the world as we believe that technology plays an essential role in making our planet a better place. Our team is young spirited, energetic, motivated, and we would like to add another like-minded person to it.

At LORIOT we promote a culture of talent, which is why we are looking for a professional to join and grow within the company rather than collaborating with agencies or freelancers. Role DefinitionAs the “Technical Support L1 & L2 Engineer” within LORIOT you will be responsible for providing technical assistance and support to customers using the LORIOT Network Management System (NMS) and related components, troubleshooting technical issues. You will work closely with other teams, including sales, engineering, and product development, to provide timely and accurate support to customers.

You will also be responsible for creating and maintaining technical documentation and knowledge base articles, participating in product testing and validation activities. You will be expected to participate in on-call support, including night shifts as required.

Requirements & QualificationsHolder of at least a bachelor's degree in Computer Science or related field, or have an equivalent, demonstrable, relevant work experienceSolid bases on network protocols (OSI model, RSA, VPN configuration)Linux deep knowledge (console, troubleshooting)Experience managing databases as (MongoDB, Redis, Postgresql, Elasticsearch)Script development languages (Python, Bash)Cloud architecture mindsetCustomer success orientedSystematic and analytical thinkingFluent in English3 to 4 years of experience in a similar roleOther Desirable QualificationsExperience in version control system (GIT, Github, Bitbucket)Experience in ansible and kubernetesDistributed messaging (MQTT, RabbitMQ)Log Monitoring (Grafana, Logstash, Prometheus, Nagios)Lean methodology (build - measure - learn)Experience with Help Desk platforms and Ticketing systemsInterested in the Internet of Things, gadgets, and technology in generalBasic knowledge of Sub-GHz radio systemsKey ResponsibilitiesRespond to customer inquiries and technical issues in a timely and professional mannerProvide technical guidance and support to customers using our LPWAN platformIdentify, diagnose, and troubleshoot technical issues related to our platformPrioritize and manage several open issues at one timeAbility to provide step-by-step technical help, both written and verbalWork collaboratively with cross-functional teams to resolve complex technical issuesEnsure customer satisfaction by following up with customers to confirm the successful resolution of technical issuesSupport the creation of technical documentation and user manualsParticipate in product testing and validation activitiesStay up-to-date with industry trends and emerging technologies related to LPWAN and IoTWork closely with the product and development team to raise missing features, product issues and bugsTake on responsibility for availability of LORIOT systemsManage our global IIoT infrastructure within our clients on premise instancesProfessionally report to management and communicate effectivelyContinuously improve our monitoring system, operational processes and infrastructureParticipate in improving detailed technical and functional documentationParticipate in level 2 support coordination, including on-call night shift from 8PM to 4AM.

(Compensation and rest time related to on-call duties, including night shifts, will comply with all relevant legal and regulatory requirements). Our OfferingFlexible compensation matching your experience, perks and benefitsFlat hierarchy and appreciation of individual workTrust, autonomy, and space for personal initiativesVisibility of your work world-widePartially remote workWorking with motivated, passionate people and an international environmentWorking with exciting, state-of-the-art technology for the Internet of ThingsUdemy unlimited accessTo applyComplete our short application form and send us your CV. → Apply Now← Back to Career page