Customer Operations Engineer

Role Overview:

Key Responsibilities:

• Support integration, deployment, and technical process for KONE Digital Solutions—software and hardware.
• Resolve global customer issues using strong analytical skills in hardware and software troubleshooting.
• Work closely with product and engineering teams to escalate and resolve bugs or undocumented behaviors.
• Provide support for field engineers and integrators during commissioning and post-installation (end-to-end)
• Document known issues, solutions, and best practices in the form of knowledge base articles and SOPs.
• Support customer onboarding, validation testing for the certification
• Manage end-to-end incident lifecycle, ensuring SLA and KPI adherence.
• Work in Agile and DevOps environments supporting cross-technology business needs.
• Participate in on-call rotation or emergency troubleshooting (if required).

Education & Experience:

• University degree in Electrical / Electronics / Embedded engineering or equivalent.
• 3+ years’ experience with exposure in embedded systems, programming languages, digital devices

Technical Skills (Desired):

• Programming (C#, C++, JS) or scripting (Python/Shell) experience
• Troubleshoot customer issues across many layers like hardware, firmware, APIs and UIs
• Use tools like Postman, Wireshark, MQTT clients, and serial/network sniffers to reproduce and investigate customer-reported issues.
• To have a understanding on Access control functionality and conduct FAT for our third-party customers based on TCP/IP.
• Analyze logs from cloud platforms and edge devices.
• Troubleshoot connectivity issues between elevator controllers and cloud gateways.
• Experience with IoT devices and their ecosystem
• Experience with DevOps, Agile, and ticketing tools (JIRA preferred, ServiceNow)

Nice to Have:

• Exposure to AWS Cloud services (Lambda, Cognito, ECS, API Gateway, DynamoDB, CloudFormation).