Project Technical Support Engineer

What You’ll Be Doing?

Technical Support & Advanced Troubleshooting

• Ticket Ownership: Take full ownership of escalated tickets from the CS Assistant , focusing on advanced hardware, software, and connectivity issues.
• Deep-Dive Technical Diagnosis: Troubleshoot complex issues related to 4S smart devices, including AI camera detection issues, CCTV stream drops, smartwatch GPS/biometric data syncing, confined space sensor/access gate offline or no data issues, and dashboard blank or no data display.
• Root Cause Analysis: Analyze system logs, database errors, and network connectivity to identify the underlying cause of system anomalies and technical issues rather than just applying temporary fixes.

Cross-Department & Escalation Management

• Maintenance Team Collaboration: Act as the technical bridge between front-line support and the Project Maintenance Team for core software bugs or hardware defects.
• Comprehensive Technical Handover: When escalating to the Project Maintenance Team, provide clear technical documentation, code/error snippets, and replication steps.
• Solution Validation: Test and verify bug fixes or patches delivered by the Project Maintenance Team before deployment to the client's live site environment.

Site-Level Deployment & Coordination

• Onsite Technician Coordination: Coordinate directly with our onsite technician for hardware fixes, followed by thorough testing and validation after the fix is completed.
• Technical Site Liaison: Coordinate directly with site safety officers, site engineers, or IT representatives for high-priority technical issues that require site-specific adjustments.

Service Delivery & Continuous Improvement

• SLA Resolution Management: Ensure escalated tickets are resolved within agreed timelines, minimizing downtime for critical site safety monitoring systems.

What We’re Looking For?

• Bachelor’s degree in Computer Science, Electronic/Computer Engineering, Information Technology, Internet of Things (IoT), or a related technical discipline.

• Minimum of 2–3 years of hands-on experience in technical support, system integration, or application development, preferably within the IoT, smart city, or construction technology (4S) industries.

• Proven experience in deploying, configuring, and troubleshooting IoT smart devices, sensors, gateways, and network equipment.

• Solid understanding of IoT communication protocols and network routing (e.g., Wi-Fi, 4G/5G, LoRaWAN, MQTT, HTTP).

• Hands-on experience with workflow automation platforms, with a strong preference for n8n (or similar tools like Make/Zapier) to build, monitor, and maintain automated backend workflows.

• Strong expertise in system-to-system integration and data connectors, including integrating IoT device payloads with enterprise platforms (e.g., Odoo, custom dashboards).

• Proficient in working with RESTful APIs and Webhooks, including constructing API requests, parsing JSON/XML data data types, and authenticating connections.

• Familiarity with database management and querying (e.g., PostgreSQL, MySQL) to diagnose data gaps and sync errors.

• Proficiency in core programming languages, specifically JavaScript (Node.js) or Python, for writing custom data manipulation scripts and backend logic.

• Excellent analytical and root-cause analysis skills, with the ability to methodically troubleshoot abstract software and hardware anomalies.

• Strong interpersonal skills to act as an effective technical bridge between non-technical frontline staff, onsite technicians, and core developers.