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Factbird helps manufacturers gain real-time visibility into production lines through plug-and-play hardware and cloud analytics. As a Technical Support Engineer (Tier 2), you will be the technical backbone of customer support, investigating and resolving escalations that go beyond first-line support.
You will own Tier 2 escalations across hardware, firmware, networking, and cloud systems. Your core responsibilities include reproducing and isolating problems in staging or sandbox environments, analyzing logs and network traces to pinpoint root causes, and writing clear, developer-ready tickets for verified bugs. You act as a quality filter for engineering—only escalating well-validated issues with strong context and clear reproduction steps.
You will report to the Global Operations Manager and collaborate closely with Product, Firmware, Cloud Development, Support, and Operations leadership. Beyond reactive troubleshooting, you will proactively improve the support function by raising the bar on documentation (KB articles, SOPs, runbooks), coaching Tier 1 staff to boost first-contact resolution, and spotting recurring themes to flag product and process improvements. You will support release readiness through verification and light QA, participate in post-incident reviews, and communicate proactively with customers throughout the resolution cycle.
Success is measured by faster resolutions, fewer false escalations, stronger knowledge base content, and rising CSAT/NPS scores. You are a systems thinker who takes ownership, validates before escalating, and turns symptoms into clear, actionable narratives. You keep customers confident with proactive updates and lift the team by sharing what you learn.
Requirements:
- Bachelor's degree in IT, Computer Science, or equivalent hands-on experience in technical support or systems environments
- At least 5 years of experience in customer-facing support roles, working directly with external stakeholders and customers in a professional, solution-oriented manner
- Excellent communication and documentation abilities; able to explain complex issues clearly
- Strong technical and analytical skills; comfortable troubleshooting both hardware and cloud software systems
- Solid understanding of networking, data flow, and system integrations
- Demonstrated ownership mindset with a diagnose-before-escalate approach
- Collaborative, self-directed, and motivated by problem-solving
- Committed to customer satisfaction while protecting engineering bandwidth
