Software Support L2 Engineer (human)

Your Mission & Challenges

• Provide Level 2 technical support for deployed software, including investigation and resolution of bugs, performance issues, communication failures, and configuration problems.

• Perform root cause analysis (RCA) for customer-reported issues and document findings, corrective actions, and preventive measures.

• Analyze application, system, robot controller, and network logs to identify software and hardware-related issues.

• Reproduce, document, and validate complex issues in test environments, providing detailed logs and technical findings

• Manage and track support tickets using internal tools (e.g., Jira, Confluence) while ensuring adherence to SLA timelines.

• Act as the technical owner for complex customer issues and coordinate resolution activities across Development, QA, and Service teams.

• Collaborate with testing and QA teams to verify bug fixes and validate software releases.

• Perform sanity, regression, and integration testing to validate fixes and software releases before customer deployment.

• Support software updates, deployment procedures, system integrations, and customer onboarding activities.

• Support troubleshooting and integration of industrial communication protocols and external automation devices.

• Create and maintain technical documentation, including troubleshooting guides, FAQs, known issue repositories, and support procedures.

• Communicate effectively with cross-functional teams to help resolve systemic or recurring issues.

• Conduct technical knowledge transfer sessions for internal teams, partners, and customers when required.

• Actively participate in bug triage meetings and contribute to continuous improvement of support processes.

• Identify recurring issues and drive corrective and preventive actions together with development teams.

What we can look forward to

• Bachelor's degree in Computer Science, Robotics, Mechatronics, or a related technical field.

• Strong working knowledge of Linux systems and associated debugging tools.

• Experience with Linux service management, log analysis (journalctl), SSH, and remote troubleshooting.

• Proficient in scripting languages such as Python and Bash.

• Proficiency in C++.

• Familiarity with industrial communication protocols such as Modbus, OPC UA, Ethernet/IP, Profinet, and EtherCAT.

• Hands-on experience with tools like Git, Jira, and Confluence for version control and ticket tracking.

• Basic understanding of Docker or other container technologies, including log management.

• Experience with software debugging, root cause analysis, and performance troubleshooting.

• Excellent analytical, troubleshooting, and problem-solving abilities.

• Strong written and verbal communication skills, with the ability to explain technical details clearly.

• Experience with implementation of unit testing across different software stacks, including control, GUI, and drives.

• Familiarity with interfacing to automated testing systems and implementation of testing scenarios.

• Ability to manage multiple priorities and work independently in a fast-paced environment.

Nice to have

• Experience in robotics, automation, industrial machinery, or embedded systems.

• Understanding of robot kinematics, TCP calibration, coordinate systems, motion planning, and robot commissioning.

• Experience with PLC systems such as Siemens, Beckhoff, or Allen-Bradley.

• Knowledge of CI/CD pipelines and automated test frameworks.

• Experience with testing frameworks.

• Understanding of Hardware-in-the-Loop (HIL) testing and automated validation systems.

• Experience with performance profiling, memory analysis, and core dump investigation.

• Understanding of networking concepts and remote access tools.