Job Description

We are seeking a resilient, technically-minded Technical Support Engineer to manage our 24/7 global operations. This role is critical in bridging the gap between our cloud-based SaaS platform and our physical IoT infrastructure (Self-Check-in Kiosks, Smartlocks, and Smart Meters). You will be the "first responder" for all technical incidents, ensuring our guests never face a lockout and our data never stops flowing.

Note: This position requires a 24/7 rotational shift commitment, including nights, weekends, and public holidays.

Job Scope & Responsibilities

• Omnichannel Support: Resolve L1/L2 technical tickets via chat, email, and phone, focusing on user access, billing, and platform navigation.
• IoT & Hardware Monitoring: Actively monitor the connectivity and battery health of Smartlocks and Smart Meters. Perform remote resets or troubleshooting for "Offline" devices.
• Kiosk Management: Maintain the uptime of Self-Check-in Kiosks, troubleshooting peripheral failures such as thermal printers, scanners, and touchscreen responsiveness.
• Incident Triage: Identify system-wide outages vs. isolated hardware failures. Escalate verified software bugs to the Laravel/Flutter development team using JIRA.
• Data Integrity: Verify that IoT sensor data (Smart Meters) is correctly syncing through the API to the Vue.js dashboard.
• Emergency Response: Provide immediate workarounds for "Critical" situations, such as guest lockouts or kiosk freezes, during off-hours.
• Shift Documentation: Maintain a detailed "Shift Handover" report to ensure the next team member is aware of any ongoing hardware or network issues.

Job Requirements

Technical Requirements

• Experience: 1 - 2+ years in Technical Support, Helpdesk, or Systems Administration (SaaS experience is highly preferred).
• Web Literacy: Proficient in using Browser Developer Tools (F12) to inspect network requests, console errors, and cache issues in Vue.js environments.
• Network Fundamentals: Strong understanding of TCP/IP, DNS, and DHCP. Experience troubleshooting Wi-Fi, Bluetooth, and Gateway/Router connectivity.
• API Knowledge: Basic understanding of RESTful APIs and the ability to interpret HTTP status codes (e.g., distinguishing between a 401 Unauthorized and a 500 Server Error).
• OS Proficiency: Comfortable managing Windows (for Kiosks), Android/iOS (for Flutter app support), and basic Linux commands.
• Shift Resilience: Proven ability to work independently during night shifts and maintain high productivity without direct supervision.

Preferred Qualifications

• IoT Protocols: Familiarity with Zigbee, Z-Wave, or LoRaWAN communication standards.
• Database Skills: Ability to write basic SQL queries to verify user records or device logs in a MySQL/PostgreSQL database.
• Tools Knowledge: Experience with monitoring tools (Sentry, Datadog, or New Relic) and remote access software (TeamViewer, AnyDesk).
• Language: Fluency in English (written and spoken) is mandatory; additional languages are a plus for global guest support.
• Electronics Knowledge: Basic understanding of DC power, battery cycles, and hardware "Cold Booting" procedures.

Skills