Technical Support Engineer (L1)

CodeRound; Hinoba-an; On-site; PHP 335,000 - 614,000; Full time

Job summary

CodeRound is seeking a Technical Support Engineer for a seed-stage startup building wearable tech that turns conversations into insights. You will be the first tech contact for users, reproduce and diagnose issues, and prepare actionable reports for engineering.

You'll perform root-cause analysis using logs, dashboards, API responses, and Python scripts, while communicating clearly with customers and coordinating with product and engineering to prevent recurring problems.

Qualifications

• Technical support experience handling consumer and enterprise users.
• Experience reproducing and diagnosing issues across device, app, connectivity, accounts, and the enterprise platform.
• Ability to perform root-cause analysis using logs, dashboards, API responses, and basic Python scripting.
• Speak directly with customers to translate issues for engineering.

Responsibilities

• Act as the first technical point of contact for consumer device users and enterprise platform users.
• Reproduce, diagnose, and isolate issues across device, app, connectivity, accounts, and the enterprise platform.
• Perform root cause analysis using logs, dashboards, API responses, and basic Python scripting.
• Speak directly with customers on technical issues. Translate what the customer reports into what engineering needs.
• Escalate to engineering with clear, reproducible reports that can be actioned as tickets without back-and-forth.
• Write and run small scripts to speed up diagnosis and automate repetitive triage.
• Track recurring issues, surface patterns to product and engineering, and maintain internal runbooks and known-issue docs.

Skills

Technical Support

Troubleshooting

Root Cause Analysis

Python Scripting

Log Analysis

API Testing

SQL

AWS

GCP

Grafana

Postman

Automation

Customer Support

Tools

Postman

Grafana

Job description

Client: A seed-stage startup who appeared on Shark Tank India developing wearable technology that transforms daily conversations and routines into actionable insights for better habits and mental well-being.

Requirements:

Technical Support Product Support Application Support Python API Testing Log Analysis Root Cause Analysis Troubleshooting SQL AWS GCP Grafana Postman Automation Scripting Customer Support Technical Support Engineer

This is technical support, not call-center support. You take technical issues from customers, reproduce and diagnose them, find the root cause, and hand engineering a clean, actionable report. You isolate the problem before it reaches the engineering team, and you speak directly with customers to resolve technical issues.

Responsibilities:

• * Act as the first technical point of contact for consumer device users and enterprise platform users.
• * Reproduce, diagnose, and isolate issues across device, app, connectivity, accounts, and the enterprise platform.
• * Perform root cause analysis using logs, dashboards, API responses, and basic Python scripting.
• * Speak directly with customers on technical issues. Translate what the customer reports into what engineering needs.
• * Escalate to engineering with clear, reproducible reports that can be actioned as tickets without back-and-forth.
• * Write and run small scripts to speed up diagnosis and automate repetitive triage.
• * Track recurring issues, surface patterns to product and engineering, and maintain internal runbooks and known-issue docs.

Nice to have:

Technical Support Product Support Application Support Python API Testing Log Analysis Root Cause Analysis Troubleshooting SQL AWS GCP Grafana Postman Automation Scripting Customer Support Technical Support Engineer