Technical Support Engineer – L2

Project description

Development of monitoring and diagnostics system. It fulfils both local and remote data access and analytics requirement, as well as local and remote troubleshooting purpose. The work responsibilities contain L2 support + manual testing. Most of the L1 support team is in Asian tmezone, but we still have preferred EU zone.

Responsibilities

• Responsible for ensuring the reliability and quality of telemetry‑driven IIoT systems through advanced troubleshooting, manual testing, and protocol‑level diagnostics across edge and cloud environments. The L2 Support Engineer / Manual QA Engineer is responsible for second‑line support and quality validation of IoT and IIoT systems handling real‑time telemetry data. The role investigates complex issues escalated from L1, performing root‑cause analysis using logs, metrics, telemetry streams, and monitoring tools. It involves diagnosing problems across edge and cloud environments, often running on Linux‑based systems. The engineer validates fixes and configuration changes before production release and collaborates closely with development, DevOps, and L3 teams. In parallel, the role performs manual functional, integration, and regression testing across UI, API, and backend layers. A key responsibility is validating end‑to‑end data flows from devices and gateways through brokers and backend services to dashboards and reports. The engineer ensures data accuracy, correct aggregation, timestamp alignment, and proper resolution in time‑series data. The role requires hands‑on work with industrial and IoT protocols such as Modbus and MQTT, including validation of payloads, connectivity, and reconnection behavior. It also involves using monitoring and diagnostic systems to detect latency, data loss, or anomalies in real‑time systems. Overall, the role ensures system reliability, data quality, and observability while supporting continuous improvement across support and QA processes.

SKILLS

Must have

• Preferrably IT education Strong experience with: Telemetry data and time‑series data Industry Monitoring and diagnostic platforms or Control system Understanding of IIoT architectures and data pipelines Previous experience in IiOT is a big PLUS Experience as a Manual QA Engineer and L2 Support Engineer Edge and Cloud service experiences Hands‑on knowledge of Modbus AND/OR MQTT or similar IIoT/industrial protocols Strong manual testing experience (UI, API, backend) Strong troubleshoot experiences to analyze logs, metrics, and protocol‑level issues Understanding of IIoT architectures and data pipelines Experience with databases (SQL / NoSQL / Time Series) Linux knowledge

Nice to have

- AWS Green Grass • CI/CD (Jenkins)