Technical Support Software Engineer

Technical Support Software Engineer

Derq is an MIT spinoff building AI-powered traffic safety and smart infrastructure. We're a team of passionate innovators, leveraging the latest in AI and technology to transform the future of mobility. Our platform enhances road safety and traffic management by turning real-time data into actionable insights for cities and road operators. Our patented technology collects and analyzes data from connected sensors like cameras, radar, and traffic signal controllers to help predict and prevent road incidents. We deploy edge and cloud solutions that make intersections and highways safer and smarter.

Role Overview

As a Technical Support Software Engineer, you will serve as the Level 1 (L1) support and primary point of contact for customers using Derq's hardware, software, and connected roadside systems. You will triage incoming support tickets, independently resolve common issues, and escalate more complex cases to L3 (Engineering, ML Ops & QA) teams with clear and thorough documentation. You will operate in a fast-paced environment where end users are city engineers and transportation officials, requiring strong technical communication, structured troubleshooting, and a high standard of reliability.

Key Responsibilities

• Triage and respond to incoming support tickets via Zendesk (email, phone, portal), logging and tracking all interactions in accordance with SLA guidelines.
• Diagnose and resolve L1 issues, including connectivity, device status, user access, configurations, and dashboard/UI problems.
• Guide customers through troubleshooting steps for hardware (cameras, sensors, roadside units) and software (web portals, alerts, integrations).
• Troubleshoot server, network, and application-level issues using tools such as SSH, logs, and basic diagnostics.
• Investigate system performance, configuration, data flow, and deployment incidents by analyzing logs, metrics, and system outputs to identify root causes.
• Monitor system health dashboards and proactively flag anomalies before customers report them.
• Escalate complex issues to L2 and L3 (engineering) teams, providing thorough documentation of symptoms, troubleshooting steps taken, and environment details.
• Assist with onboarding new customers by verifying device provisioning, connectivity, and system readiness.
• Document incidents, investigations, fixes, and known issues, contributing to runbooks, internal knowledge base articles, and customer-facing FAQs.
• Maintain and improve support documentation and processes to drive continuous operational improvements and faster issue resolution.