Technical Customer Support Engineer

Requirements

• 3+ years of experience in advanced Technical Support (Tier
  3), Systems Engineering, Dev Ops, or Site Reliability Engineering (SRE), ideally within a SaaS, IoT, or hardware/software integrated environment
• Deep, hands‑on proficiency with Linux environments and advanced command‑line troubleshooting
• Extensive experience managing, deploying, and troubleshooting applications using Docker and Kubernetes
• Strong understanding of advanced networking concepts (TCP/IP, HTTP, DNS, DHCP, routing, firewalls, and load balancers)
• Proficiency in scripting languages (Bash, Python) for system automation and log analysis
• Operational understanding/experience with major cloud platforms (AWS, Azure, or GCP)
• High comfort level operating within ticketing and CRM systems like Jira Service Management, Github and Salesforce
• Strong analytical problem‑solving skills, ability to remain calm under pressure, and a team‑oriented, customer‑first mindset
• (Desirable) Experience with deployment and Infrastructure as Code (IaC) tools such as Jenkins and Helm
• (Desirable) Background in machine vision, or AI‑driven SaaS platforms
• (Desirable) Experience in a startup environment
• (Desirable) Experience supporting multi‑functional Revenue organizations
• (Desirable) Background working within SaaS, Automotive Technology, or Enterprise Hardware + Software environments
• (Desirable) Familiarity with CRM and enablement platforms (Salesforce, LMS, knowledge systems)
• (Desirable) Ability to translate technical product capabilities into business and operational outcomes
• (Desirable) A builder mindset with comfort operating in high‑growth environments

• We’re looking for a Technical Customer Support Engineer Tier 3 for our Teaneck, NJ office to serve as the highest level of technical escalation for complex software, infrastructure, and system integration issues impacting UVeye’s inspection platforms
• This role requires expertise in distributed systems, Linux environments, containerized applications, cloud infrastructure, and networking, along with the ability to perform advanced troubleshooting, root cause analysis, and cross‑functional collaboration with Engineering, Dev Ops, and R&D teams to drive scalable, long‑term solutions
• Serve as the final escalation point for Tier 2 Support Engineers, Field Service Engineers (FSEs), and Customer Success Managers (CSMs), resolving the most complex and critical system incidents
• Perform advanced root‑cause analysis (RCA) on intricate hardware/software interoperability issues, diagnosing problems across Linux operating systems, containerized environments (Docker/Kubernetes), and cloud platforms (AWS/GCP)
• Work directly with Product, R&D, and Dev Ops teams to replicate persistent bugs, test software patches, and provide vital feedback on system stability and architecture
• Adopt a "System Builder" mindset by writing custom scripts (Python, Bash) to automate repetitive tasks and implement automated monitoring tools, reducing manual support overhead
• Analyze log files and network traffic to identify bottlenecks or failures in data pipelines and local IoT hardware setups. Create and standardize Standard Operating Procedures (SOPs) and technical documentation. Mentor and train Tier 1/2 agents to empower them to solve issues autonomously and improve first‑touch resolution rates