L2.5 Application Support Engineer
Location: Bucharest
About the Company
At Aeris, we are at the forefront of the IoT revolution, connecting more than 70 million cellular IoT devices globally in our IoT Platform Services via our telecom operator partners and enterprise customers, providing cutting-edge SaaS solutions that enable businesses to harness the power of connected devices. Our largest industry segments are Automotive, Utilities and Transport & Logistics, using eSIM technologies. Headquartered in Chicago with offices around the world, Aeris is the preeminent IoT software company globally powering critical projects across energy, connected vehicles, transportation, retail, healthcare and more.
The Internet of Things (IoT) is transforming industries by connecting billions of devices worldwide. At Aeris, we are at the forefront of this revolution, providing essential connectivity and platform services for Fortune 500 companies. Our commitment to excellence spans across energy, transportation, healthcare, and automotive sectors. Aeris is a trusted partner in the Connected Car space, working with leading automotive OEMs such as Volkswagen, Mitsubishi, and Mazda.
Role Overview
We are seeking a skilled L2.5 Application Support Engineer to bridge the gap between Level 2 (L2) customer support and Level 3 (L3) engineering. This role involves diagnosing and resolving complex technical issues, ensuring the stability of mission-critical IoT systems, and working collaboratively across support and development teams. You will handle escalated issues, interact directly with customer technical teams, and provide operational support to maintain system uptime and performance.
Key Responsibilities
- Advanced Troubleshooting and Diagnostics: Resolve escalated issues by analyzing system logs, database queries, and performance monitoring tools to identify root causes.
- Escalation Management: Serve as the technical escalation point for L2 teams, managing cases before involving L3 engineering for deeper code or architectural changes.
- Collaboration with Engineering Teams: Work with developers and engineers to develop permanent fixes or patches, documenting detailed technical reports.
- System Performance and Stability: Proactively monitor live systems, resolve recurring issues, and implement workarounds to ensure system health and uptime.
- Customer Interaction: Act as a technical liaison for customer teams, providing clear updates on issue resolution and technical details.
- Process Improvement: Document findings and suggest improvements to support workflows to enhance system performance and minimize repeat issues.
Qualifications
- Educational Background: Bachelor’s degree in Computer Science, Software Engineering, or a related field.
- Technical Expertise: Proficiency in SQL, Python or Java for diagnostics and troubleshooting; familiarity with system monitoring tools (Grafana, Prometheus); familiarity with cloud platforms (GCP or AWS); hands-on experience with containerization (Docker) and orchestration tools (Kubernetes); hands-on experience with Linux based systems; basic network knowledge.
- Support Experience: 5+ years in a technical support role, focusing on operational support for large-scale systems.
- Problem-Solving Skills: Ability to analyze complex problems using system logs, database queries, and monitoring tools.
- Customer-Focused Communication: Excellent verbal and written communication skills to interface effectively with technical teams and customers.
- Tool Proficiency: Familiarity with Jira, Confluence, and standard office tools (Excel, Word).
Preferred Skills
- Experience in the automotive sector.
- Familiarity with the ITIL framework and its core concepts, such as incident, problem, and change management.
We offer
- We welcome new ideas and allow you to make an immediate impact on the team.
- Flexible Paid time off (PTO for any reason, including sick days (no specified limits) and flexible work schedule.
- Personal laptop.
- Private health insurance coverage.
- Hybrid work (3 times per week from office).
Why Join Aeris?
- Cutting-Edge Technology: Work with innovative tools in the fast-growing IoT sector.
- Customer Impact: Contribute to maintaining systems critical to global automotive leaders.
- Collaborative Environment: Join a diverse team of technical experts.
- Growth Opportunities: Leverage your skills in a role with clear paths for career development.