Technical Support L1 & L2 Engineer

We are on the quest to find a new team member working from Mexico, 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 Definition

As 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.

Requirements & Qualifications

  • Holder of at least a bachelor's degree in Computer Science or related field, or have an equivalent, demonstrable, relevant work experience
  • Solid 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 mindset
  • Customer success oriented
  • Systematic and analytical thinking
  • Fluent in English
  • 3 to 4 years of experience in a similar role

Other desirable Qualifications

  • Experience in version control system (GIT, Github, Bitbucket)
  • Experience in ansible and kubernetes
  • Distributed messaging (MQTT, RabbitMQ)
  • Log Monitoring (Grafana, Logstash, Prometheus, Nagios)
  • Lean methodology (build - measure - learn)
  • Experience with Help Desk platforms and Ticketing systems
  • Interested in the Internet of Things, gadgets, and technology in general
  • Basic knowledge of Sub-GHz radio systems

Key Responsibilities

  • Respond to customer inquiries and technical issues in a timely and professional manner
  • Provide technical guidance and support to customers using our LPWAN platform
  • Identify, diagnose, and troubleshoot technical issues related to our platform
  • IPrioritize and manage several open issues at one time
  • Ability to provide step-by-step technical help, both written and verbal
  • Work collaboratively with cross-functional teams to resolve complex technical issues
  • Ensure customer satisfaction by following up with customers to confirm the successful resolution of technical issues
  • Support the creation of technical documentation and user manuals
  • Participate in product testing and validation activities
  • Stay up-to-date with industry trends and emerging technologies related to LPWAN and IoT
  • Work closely with the product and development team to raise missing features, product issues and bugs
  • Take on responsibility for availability of LORIOT systems
  • Manage our global IIoT infrastructure within our clients on premise instances
  • Professionally report to management and communicate effectively
  • Continuously improve our monitoring system, operational processes and infrastructure
  • Participate in improving detailed technical and functional documentation
  • Participate in level 2 support coordination

Our Offering

  • Flexible compensation matching your experience, perks and benefits
  • Flat hierarchy and appreciation of individual work
  • Trust, autonomy, and space for personal initiatives
  • Visibility of your work world-wide
  • Partially remote work
  • Highly globalised environment
  • FWorking with motivated, passionate people and an international environment
  • FWorking with exciting, state-of-the-art technology for the Internet of Things
  • Udemy unlimited access

To apply

Complete our short application form and send us your CV.


→ Apply Now


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