Support Engineer (Technical Support)

The Support Engineer is responsible for helping maintain the uptime, connectivity, and operational performance of the client's smart fridges and vending machines by providing technical support to Service Technicians and internal operations teams. 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

Requirements

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

Benefits

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

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SuperStaff is a comprehensive outsourcing solutions provider offering call center services offshore in the Philippines, nearshore in Colombia, and onshore in the United States.

Initially a captive market for its mother company, servicing the health and biopharma sectors for decades, SuperStaff diversified internationally. Three years ago, we managed to grow in size and expand our service portfolio. As we gain competencies in multiple industry verticals, we extend our clout in servicing start-ups and Forbes-ranked enterprises with back-end support and transformative BPO solutions.