Technical Support Engineer – Hardware and Software

The successful candidate will join the 4th Level Technical Support team and work closely with the Research & Development, Quality, and Manufacturing departments.

The main objective of the role is to provide specialist support for complex technical issues, contribute to continuous product improvement, and develop technical documentation for service organizations.

Main Responsibilities

• Manage hardware-related technical escalations from customers and international service organizations.
• Perform advanced diagnostics on electronic, electromechanical, and mechanical systems.
• Manage 3th/4th-level software escalations.
• Analyze and resolve software and system-related issues.
• Perform analysis of logs, events, and operational anomalies.
• Conduct Root Cause Analysis (RCA) of complex product issues.
• Reproduce and validate field-reported problems.
• Collaborate with R&D, Quality, Engineering and Manufacturing teams to define corrective actions.
• Support the introduction of new products and new product features.
• Create and maintain:
• Service Manuals
• Troubleshooting Guides
• Maintenance Procedures
• Spare Parts Catalogues
• Technical Knowledge Base
• Deliver technical training to technicians, partners, and customers.

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