Software Support L2 Engineer (human)

Über diese Stelle

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.