Technical Operations & Reliability Engineer

What You’ll Be Doing?

Technical Support & Customer Success Enablement

• Take ownership of escalated technical incidents from Customer Support and Customer Success teams and drive issues through to resolution.
• Provide advanced technical support for customers, site teams, partners, and internal stakeholders.
• Troubleshoot complex hardware, software, connectivity, application, database, and integration issues.
• Investigate and resolve recurring technical incidents through root cause analysis.
• Support Customer Success (CS) handover processes to ensure smooth transition from implementation to operational support.
• Monitor customer health and adoption metrics, identifying risks and opportunities to improve customer experience and retention.

Customer Implementation & User Onboarding

• Lead and support software implementation and deployment activities for customers.
• Configure, deploy, and validate software solutions based on project requirements.
• Support system setup, configuration, user acceptance testing (UAT), and go-live activities.
• Conduct product demonstrations, user onboarding sessions, and customer training workshops.
• Develop and maintain user guides, technical documentation, and training materials.
• Support customer adoption and utilization of software platforms and smart safety solutions.

System Reliability & Operational Monitoring

• Monitor platform health, service availability, and operational performance.
• Investigate system alerts, communication failures, and abnormal behaviors.
• Perform trend analysis to identify recurring issues and operational risks.
• Develop and maintain monitoring, diagnostic, and troubleshooting procedures.
• Recommend and implement preventive measures to improve platform stability and reliability.

Incident Management & Root Cause Analysis

• Coordinate resolution of critical incidents affecting site operations.
• Lead technical investigations and problem resolution activities.
• Analyze logs, databases, APIs, integrations, and network communications to identify root causes.
• Prepare incident reports and corrective action recommendations.
• Conduct post-incident reviews and contribute to service improvement initiatives.
• Establish knowledge base articles and troubleshooting documentation for recurring issues.

IoT & System Integration Support

• Support deployment, configuration, and maintenance of IoT devices and smart safety solutions.

• Troubleshoot communication issues involving sensors, gateways, networks, and cloud systems.

• Validate data flow between devices, middleware, dashboards, and enterprise platforms.

• Support software integration activities utilizing APIs, web services, and database connectivity.

• Investigate integration issues across multiple platforms and systems.

Cross-Functional Collaboration

• Serve as the technical liaison between Customer Support, Product Development, Project Maintenance, and Operations teams.
• Escalate product defects and enhancement requests with comprehensive technical findings.
• Verify bug fixes, patches, and software releases before deployment.
• Contribute to product quality and service improvement initiatives.

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.