Technical Support Engineer: Root-Cause & Automation

CodeRound

Hinoba-an

On-site

PHP 335,000 - 614,000

Full time

2 days ago

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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.