Technical Support Engineer

🕒 May 5

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Derq

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

🤖 Artificial Intelligence

🚗 Transport

☁️ SaaS

💰 Venture Round - Derq on 2024-10

Artificial Intelligence • Transport • SaaS

Derq is an MIT spinoff that develops AI-powered intelligent transportation systems to improve road safety and optimize traffic flow. Its hardware-agnostic platform uses computer vision, machine learning, and sensor fusion to detect, track, and predict road user behavior in real time, integrating with existing sensors, traffic controllers, and V2X technologies. Derq offers cloud-based analytics and real-time alerting products (Derq INSIGHT and Derq SENSE) for cities and agencies, focusing on reducing collisions, identifying safety hotspots, and improving traffic performance.

📋 Description

• Triage and respond to incoming support tickets via Zendesk (email, phone, portal), logging and tracking all interactions in accordance with SLA guidelines. • Diagnose and resolve L1 issues, including connectivity, device status, user access, configurations, and dashboard/UI problems. • Guide customers through troubleshooting steps for hardware (cameras, sensors, roadside units) and software (web portals, alerts, integrations). • Troubleshoot server, network, and application‑level issues using tools such as SSH, logs, and basic diagnostics. • Investigate system performance, configuration, data flow, and deployment incidents by analyzing logs, metrics, and system outputs to identify root causes. • Monitor system health dashboards and proactively flag anomalies before customers report them. • Escalate complex issues to L2 and L3 (engineering) teams, providing thorough documentation of symptoms, troubleshooting steps taken, and environment details. • Assist with onboarding new customers by verifying device provisioning, connectivity, and system readiness. • Document incidents, investigations, fixes, and known issues, contributing to runbooks, internal knowledge base articles, and customer‑facing FAQs. • Maintain and improve support documentation and processes to drive continuous operational improvements and faster issue resolution.

🎯 Requirements

• Bachelor’s degree in Computer Science, IT, Engineering, or a related field • 1–3+ years of experience in technical support, help desk, NOC, or operations roles • Hands-on experience with Linux/Ubuntu, command-line usage, and system diagnostics • Strong understanding of networking fundamentals (IP, ports, VLANs, VPNs, firewalls, SSH) • Experience troubleshooting servers, applications, logs, and basic databases (MongoDB or equivalent) • Experience supporting SaaS platforms and/or IoT devices; exposure to IP cameras or networked hardware is a plus • Basic scripting or automation skills (Python, Bash, or Node.js) to automate repetitive tasks • Familiarity with ticketing systems such as Zendesk or Jira • Strong problem-solving skills, attention to detail, and ability to follow and improve troubleshooting runbooks • Clear written and verbal communication skills in English • Calm, methodical approach to handling production incidents • Ability to participate in on-call rotations with reliable internet and power