Technical Support Engineer (m/f/x)

仕事内容

Responsible Recruiter: Andreea Chirilov

The Role

We have built the KONUX Predictive Maintenance System for Rail Switches, the first AI-based solution for the rail industry. As a Technical Support Engineer with our Operations Team, you are the interface between first-level support and the Engineering department. Your main goal will be to keep the KONUX system up and running. You detect hardware and software system issues of the KONUX IoT products and our AI platform and make sure that they are solved on time. You will proactively monitor our systems, support our partners in training, and present product performance and improvement programs internally and externally. KONUX engineers are creative, self-driven, always looking to innovate and improve, and we are committed to providing them with the necessary resources to take their skills to the next level.

When pioneering a new technology, the unexpected is expected. Thus, the KONUX Culture includes a growth mindset, resilience and flexibility. This means: seeing setbacks as learning opportunities and encouraging you to drive harder. Improving continuously by failing fast and learning fast. Staying up when the going gets tough. Thinking and acting without barriers within a highly dynamic environment, based on data driven decisions. If you share that mentality...Apply and become a part of the KONUX vision: Transform railway operations for a sustainable future!

Your Responsibilities

• Second level support for the KONUX IoT products & platform containing IIoT devices, software, and AWS cloud infrastructure components
• Responsible for keeping the system up and running and ensuring maximum availability during the whole product life cycle
• Own and enhance operation tools to deploy, install, configure and support the hard- and software products in an automated and efficient way
• Proactive system monitoring and data analysis to detect failures in advance
• Systematic failure and root cause analysis of production incidents in collaboration with the engineering teams
• Evaluate and troubleshoot customer issues using problem-solving skills to prioritize and track incidents to closure and ensure compliance to SLAs
• Support the Customer Delivery & Success department with regular product performance analysis and reports
• Continuously building and maintaining the knowledge database

Your Profile

• Technical qualification in the area of Computer Science, Mechanical & Electrical Engineering, Physics or similar
• 3+ years of experience in technical support roles for applications; understanding of ITIL and Agile principles would be beneficial
• Strong experience of failure analysis in the area of hard- and software systems, knowledge of AWS or similar cloud platforms would be beneficial
• Passion for product and service improvement with a drive for finding solutions before incidents or bugs appear with an “automation first” mindset
• Strong problem-solving skills and high-quality standards for quickly addressing customer support cases and solving incidents
• Good knowledge of programming languages like SQL, Java and Python and SaaS based products, as well as and quickly come to grips with new frameworks and tools
• A team player with a self-directed, reliable, initiative-taking and autonomous working style
• Strong organizational and communication skills, incl. business fluency in English; business fluency in German would be highly beneficial
• Startup mindset and experience with Agile methodologies
• Sharing the KONUX Culture, incl. a growth mindset, resilience and flexibility

Nice to Have

• Working experience with Splunk would be beneficial
• Exposure working on AWS or other public cloud technologies

Don’t apply if

• You don’t have experience with L2 support and you don’t know how a typical incident workflow looks like
• You feel the KONUX Culture is not for you

Enabling a Data-Driven World

At KONUX, we are empowering the rail industry by building the best possible predictive analytics solutions for our customers. We strive to help industrial companies improve their maintenance and performance decision making in a data-driven world. A career at KONUX is for those who want to be at the forefront of analytics, working to make notable improvements to train reliability which affects hundreds of commuters every day. Our culture prioritizes the customer first, and all employees are expected and empowered to take ownership of their daily responsibilities. If this sounds like the type of environment you thrive in, then we want to hear from you!

Equal Opportunity

At KONUX, we focus on results. We believe that a diverse team achieves better results faster. So here’s the deal: You bring in your very own perspective. We promise to judge your qualifications and performance, not your age, sex, religion, skin color, gender identity, family status or disability.

What We Offer

• The opportunity to play a decisive role in shaping a company during its pivotal growth stage alongside a diverse, multinational team
• A competitive salary with equity (all permanent KONUX employees have equity!)
• 27 days (+1 day on every work anniversary for 3 years)
• Remote team events and opportunities to socialize with colleagues also during Covid
• Flexible working conditions and home office equipment

Job Type: Full-time