[Remote] L1 Technical Support Engineer (24/7 Rotational Shifts)

Note: The job is a remote job and is open to candidates in USA. SQUAD operates a global network of smart devices and provides 24/7 oversight to keep users connected and devices running smoothly. The L1 Technical Support Engineer will monitor smart device health and performance across rotating shifts, analyze dashboards for anomalies, triage and escalate incidents, coordinate with engineering teams, and support post-incident corrective actions. Responsibilities Continuously monitor customer-facing dashboards, automated detection systems, and performance indicators for smart device fleets across all shiftsAnalyze real-time performance data to identify trends or anomalies before they escalate into customer-impacting eventsRespond to alerts, triage incidents by severity (Sev 1–5), and escalate critical issues through defined runbooks to appropriate service teamsInitiate and track Post-Incident Corrective Actions (COE) to drive root cause analysis and ensure timely closure of technical issuesCoordinate with engineering, product, and infrastructure teams during bridge calls to support the resolution of complex incidentsProvide accurate updates regarding incident status, impact, and resolution progress within defined SLA timelinesDocument all incidents, troubleshooting steps, and workarounds in ticketing systems, generating comprehensive shift reports for seamless handoversContinuously refine triage, escalation, and communication runbooks based on retrospective analysis and lessons learned Skills 1+ years of technical support experience within IT, IoT, or software development environmentsSolid understanding of networking fundamentals (TCP/IP, DNS, DHCP, HTTP/HTTPS, Wi-Fi protocols) and IoT device ecosystemsBasic SQL skills for data querying and practical experience with monitoring tools (e.g., Grafana, CloudWatch, Datadog, Tableau)Experience using ticketing systems (e.g., Jira, ServiceNow, Zendesk, or similar)Readiness to work 24/7 rotational shifts (including night shifts and weekends) with strong stress resilience during high-priority incidentsStrong analytical skills with high attention to detail and the ability to prioritize tasks based on customer impactExcellent team player with a high sense of accountability and effective communication skillsAt least an Upper-Intermediate level in both written and spoken English (B2)Bachelor's or Master's degree in Computer Science, Telecommunications, or a related technical fieldFamiliarity with major operating systems (Linux, Windows, macOS, Android, iOS)Basic scripting knowledge (Python, Bash, or PowerShell) for task automationExperience with network diagnostic tools (ping, traceroute, netstat)Familiarity with firmware update processes for remote hardware devices Benefits An environment of equal opportunities, transparent and value-based corporate culture, and an individual approach to each team memberCompetitive salary packages with performance-based annual reviewsOpportunity to receive a Performance Bonus for individual achievementsA Loyalty Bonus recognizing dedication to the companyEmployment via Contract of Employment (UoP) in complete alignment with Polish Labour LawGuaranteed paid vacation, public holidays, and medical leave as per statutory regulationsContinuous growth and development opportunities through internal knowledge hubs and corporate coursesFree English classesComprehensive private medical insurance to supplement standard NFZ coverage Company Overview We Develop AI-Powered Camera Solutions. From concept to manufacturing readiness, covering sensor and optics, firmware, edge AI, cloud, and mobile. It was founded in 2016, and is headquartered in Limassol, CY, with a workforce of 501-1000 employees. Its website is https://squad.tech/.