Senior Support Engineer

Overview

The Tier-4 Support Engineer is a senior technical expert responsible for resolving the most complex and escalated issues from our customers' systems/products, including backend infrastructure, embedded devices, and cloud-integrated platforms. This role is suited for individuals with strong leadership potential and interpersonal skills and may eventually grow into a Team Lead position within the Software development group.

Key Responsibilities

• Advanced Troubleshooting & Escalation Handling

Act as the final escalation point for technical issues across Linux-based systems, embedded devices, and cloud services.

• System Diagnostics & Log Analysis

Investigate systemic issues using logs (e.g., syslog, dmesg, journalctl, auth.log, kern.log), performance metrics, and custom monitoring tools.

Utilize expertise in Linux network configuration to identify and resolve problems related to connectivity, routing, and firewall settings.

• Infrastructure & Device Support

Maintain and enhance infrastructure components such as Network Management Systems, local agents, proxy services, remote connectivity platform integrations, internal support tools, and other services.

• Automation & Tooling

Develop and maintain automation scripts and internal support tools to streamline diagnostics, deployment, and monitoring.

• Cross-Team Collaboration

Work closely with Global Support, QA, DevOps, and R&D teams to ensure seamless integration, delivery and support for new features and hardware rollouts.

• Documentation & Knowledge Sharing

Contribute to internal documentation, Confluence pages, and training materials to support cross-Tiers teams.

• Leadership Development

Mentor junior technicians, lead technical discussions, and gradually take on coordination responsibilities with the goal of transitioning into a formal leadership role.

Required Skills & Qualifications

• Technical Expertise

• Advanced Linux system administration and scripting (Bash, Python).

• Experience with embedded systems, networking (TCP/IP, DHCP), and cloud services.

• Hands-on experience with AWS or other cloud providers.

• Proficiency with tools such as Datadog (monitoring) and Postman (API testing).

• Familiarity with Azure DevOps, Git, Docker, and monitoring stacks.

• Knowledge and some experience with MySQL, including basic query writing, and troubleshooting.

• Problem Solving

• Proven ability to debug complex issues across distributed systems.

• Experience with log parsing, root cause analysis, and performance tuning.

• Leadership & Communication

• Excellent written and verbal communication skills.

• Demonstrated ability to mentor others and lead by example.

• Interest in growing into a formal leadership role.

• Demonstrated experience collaborating within a cross-functional, matrix team environment.

• Methodology

• Solid understanding of Agile development practices, including sprint planning, retrospectives, and backlog refinement.

• Language & Interpersonal Skills

• Strong interpersonal skills and ability to collaborate across teams and departments.

• Fluent in English (spoken and written).

• Russian language skills are an advantage.

Preferred Experience

• Prior experience in Tier-3 or Tier-4 supports roles.

• Background in QA automation or system integration.

• Familiarity with animal health or IoT-based systems is a plus.

• Demonstrated experience leading people or technical teams, even informally (e.g., mentoring, project coordination, scrum leadership).