Job
Description
Software Support Engineer Full time Summary We are looking for a Software Support Engineer to join our international team distributed all around the world (USA, Switzerland, Poland, India, Brazil and Malaysia). This position presents an exceptional opportunity to contribute to a project with far-reaching global impact, incorporating cutting-edge technology for navigation, location search, and immersive street-level exploration, enabling users to navigate the world with unparalleled ease and precision. This role involves remotely supporting the Linux-based mobile sensor system of our client. The systems are distributed across several countries. In case of a failure SW Support Engineers will be involved to find the root cause remotely. They work together with Hardware Engineers in analyzing issues with equipment connectivity and failures based on error messages, logs, stack traces, troubleshooting procedures and helper scripts. In addition to the support tasks SW Support Engineers help improve current scripts / programs (Bash, Python, SQL) or develop new ones to make troubleshooting easier or more robust. Responsibilities Provide live, real-time technical support to users experiencing issues with their Linux environments. This will involve utilizing various communication channels such as phone, chat, and potentially remote desktop sessions. Diagnose, analyze, and troubleshoot a wide range of Linux system issues, including operating system errors, software malfunctions, network connectivity problems, and performance bottlenecks. Conduct thorough root cause analysis of complex issues, identifying underlying problems and proposing effective solutions. Develop, document, and maintain a library of Bash scripts and command-line tools to automate common support tasks, perform system diagnostics, and implement fixes. Clearly and concisely communicate technical information and solutions to users with varying levels of technical expertise, ranging from program managers to technical specialists. Collaborate effectively with internal teams, including development, engineering, and product management, to escalate complex issues, provide feedback, and contribute to product improvements. Document support interactions, troubleshooting steps, and resolutions accurately and efficiently in our knowledge base system. Contribute to the creation and maintenance of technical documentation, FAQs, and self-help resources for users. Stay up-to-date with the latest Linux distributions, technologies, and best practices. Participate in on-call rotation as needed to provide 8/5 support. Required Skills And Experience Proven experience (typically 2+ years) in a technical support role focused on Linux systems administration and troubleshooting. Deep understanding of Linux (e.g., Ubuntu, Debian). Strong proficiency in the Linux command-line interface (CLI) and Bash scripting for system administration, automation, and diagnostics. Solid knowledge of core Linux services and protocols (e.g., SSH, TCP/IP, DNS, DHCP, systems, package management). Experience with log analysis, system monitoring tools, and performance tuning on Linux systems. Excellent problem-solving and analytical skills with a methodical approach to troubleshooting complex technical issues. Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences. Strong customer service orientation with a proactive and empathetic approach to resolving user issues. Ability to work independently and as part of a collaborative team in a fast-paced environment. Nice To Have Knowledge of cloud platforms (e.g., AWS, Azure, GCP) and their Linux-based services. Familiarity with scripting languages beyond Bash (e.g., Python). Demonstrated experience using Version Control System (Git). Knowledge of Database Management (SQL and NoSQL). Knowledge in cloud platforms with focus on Google Cloud. Knowledge in data manipulation (SQL) and representation (Tableau, Looker, PowerBI). Show more Show less
