Technical Support Engineer - L2

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 timezone, but we still have preferred EU zone.

• Perform L2 support and manual QA for IoT and IIoT systems handling real-time telemetry data.
• Investigate complex issues escalated from L1, performing root‑cause analysis using logs, metrics, telemetry streams, and monitoring tools.
• Diagnose problems across edge and cloud environments (Linux‑based) and validate fixes and configuration changes before production release; collaborate closely with development, Dev Ops, and L3 teams.
• Perform manual functional, integration, and regression testing across UI, API, and backend layers; validate end‑to‑end data flows from devices and gateways through brokers and backend services to dashboards and reports.
• Ensure data accuracy, correct aggregation, timestamp alignment, and proper resolution in time‑series data.
• Hands‑on work with industrial and IoT protocols such as Modbus and MQTT, including validation of payloads, connectivity, and reconnection behavior.
• Use monitoring and diagnostic systems to detect latency, data loss, or anomalies in real‑time systems.
• Support continuous improvement across support and QA processes.

• Preferred IT education.
• Experience as a Manual QA Engineer and L2 Support Engineer.
• Strong experience with telemetry data and time‑series data.
• Industry monitoring and diagnostic platforms or control systems knowledge.
• Edge and cloud service experience.
• Hands‑on knowledge of Modbus, MQTT or similar IIoT/industrial protocols.
• Strong troubleshooting experience to analyze logs, metrics, and protocol‑level issues.
• Understanding of IIoT architectures and data pipelines.
• Experience with databases (SQL / No
  
  SQL / Time Series).