Support Software Engineer

This role is seeking an enthusiastic and experienced software engineer who enjoys solving complex technical problems. The job overview emphasizes the opportunity to work with other engineers, interact with customers, and tackle tough technology problems. The Support team provides expertise to customers working on critical IIoT systems, and the role involves owning support cases, debugging and writing code, investigating and understanding customer issues, and finding creative solutions. The job overview highlights the importance of customer success and the need for excellent debugging skills and experience in technical support.

Own support cases from beginning to end.

Have an impact on the product by being the user’s advocate, detecting improvement areas in the product and feeding our customers’ valuable feedback into our technology.

Triage, debug and write code (bug fixes, customer use case implementations, example code, etc.).

Investigate, understand and debug customer issues, working closely with our development and platform teams to find the root cause of these issues.

Find timely creative solutions to customer problems, such as bug fixing and writing test cases based upon the customer use case.

Create, test and ship engineering builds and patch releases.

Write best practices and solutions for our knowledge base and keep the team up to date.

• Degree in Computer science or related field. Studies related to distributed systems, peer-to-peer networks, operating systems, computer networking, robotics preferred.
• Excellent debugging skills in a wide variety of technologies, networking protocols, operating systems, and programming languages. Experience writing and debugging code in C, C++ and/or Java.
• Experience in technical support of SDKs or professional engineering services.
• Exceptional team player who works well in both collaborative environments as well as independently in a deadline-driven environment. Ability to work successfully in a highly distributed team, including our headquarters in the USA.
• Ability to learn quickly and be effective in a large variety of technologies.
• Intellectually curious with a desire and ability to master new technologies.
• Excellent English written communication skills, with the drive and desire to improve English verbal communication skills.
• Proficient Chinese verbal communication skills. Japanese communication skills (both verbal and written) are a bonus.

• Flexible working schedule
• Remote working + Home Office Stipend to cover the costs of working from home
• 20 days of paid time off (on top of public holidays) + "Real Vacation Bonus," an additional bonus for taking more than 1-week of uninterrupted vacation
• Medical/Health benefits
• Annual bonus based on individual and company performance + other prizes and awards
• Opportunities for career growth and development
• Tools provided for success
• Certified as a Great Place to Work for four consecutive years
• Core values of excellence, teamwork, and reaching your potential
• Emphasis on enjoying the journey and having fun at work
• "Working as One" culture and focus on team interaction
• Team trips, team-building activities, and events to foster connection