Technical Support Engineer

Mid-Senior Technical Support Engineer

At TRG, we work in a global environment where every diverse personality and culture is included. We look for talented people all over the world who have a passion for what they do and work together, shoulder to shoulder, to empower our customers in their fight against crime and terror.

Though technology is important, people always come first!

Our core values are our DNA, so if your DNA matches ours, you are at the right place!

• Whatever it takes! We follow a can-do approach, taking responsibility for milestones.
• Passion is our fuel! We learn. We grow. We innovate.
• We make an impact! We bring innovation and always ask why.
• We work together! One for all, and all for one.

About You

We are looking for a proactive and analytically-minded Mid-Senior Technical Support Engineer to join our global support team. This isn't just a "ticket-handling" role; we are looking for a technical troubleshooter who thinks like a developer and operates like a systems administrator. This role is perfect for someone who thrives in a dynamic environment and enjoys solving technical problems.

The ideal candidate leverages automation and AI-driven thinking to move beyond reactive support, aiming to predict and prevent issues before they impact our customers.

What You'll Work On

Incident Management & Resolution

• Rapid Response: Detect, escalate, and resolve incidents with urgency to minimize downtime.
• Root Cause Analysis: Log detailed incident reports, including status updates, deep-dive root cause analysis (RCA), and documented customer impact.
• SLA Discipline: Maintain and optimize workflows to consistently meet and exceed Service Level Agreements.

Service Reliability & Monitoring

• Proactive Oversight: Monitor systems continuously and respond immediately to any performance degradation.
• Prevention: Implement preventive measures and validate monitoring coverage for all critical systems.
• Stability Tracking: Track platform usage and collaborate closely with QA to validate system stability during and after deployments.

Customer Success & Advocacy

• Technical Advocate: Serve as the technical bridge for customers and support presales engagements with deep product expertise.
• Cross-Functional Alignment: Maintain a seamless flow of communication between Customer Success, DevOps/SRE, and Product teams.
• User-Centric Solutions: Translate complex technical fixes into meaningful product improvements and better user experiences.

Continuous Improvement & Tooling

• Operational Excellence: Analyze recurring problems to recommend sustainable, long-term technical solutions.
• Knowledge Sharing: Drive a culture of excellence by sharing lessons learned and maintaining technical Wikis and runbooks via Git.
• Automation: Develop Python scripts and Ansible playbooks to automate repetitive tasks and deployment workflows.

What We're Looking For:

• Experience: 4+ years in Systems Engineering, Systems Administration, or high-level Technical Support.
• Technical Depth: Strong Linux administration, log analysis, networking fundamentals and hands-on experience with cloud services.
• Automation & Deployment: Proficiency in Python for internal tool development and managing deployments.
• Mindset: AI-driven thinking to optimize troubleshooting and a "reliability-first" approach to infrastructure.
• Communication: Ability to translate "engineer-speak" into clear, actionable insights for customers and internal stakeholders.
• Security: Knowledge of secure networking and identity management
• Availability: Ability to provide 24/7 on-call support for critical system urgencies.

Nice To Have:

• Certifications: RHCSA (Linux) or AWS SysOps.
• Experience in a DevOps or SRE environment focusing on deployment stability.

Your Perks:

• Working from home Hit your goals from the comfort of your home because we value the performance, not the place.
• Flexible hours because we promote work-life balance.
• Yearly performance bonus to reward good performance and hard work.
• Paid medical insurance because we like to take care of you.
• Daily lunch allowance so you can save lots of money, time, and effort by enjoying your free lunch at the office or home every day.
• Sport/Gym(Exercise) allowance to focus more on yourself, your well-being, and your health.
• Udemy unlimited subscription to promote your learning and development and grow your career.
• Onboarding plan and training so that you have a smooth induction and feel confident and ready to take over your new role.
• Equipment support so you have all the tools to do effectively and efficiently your work.
• No dress code because we want you to be as comfortable as possible.
• Gifts and rewards for celebrating birthdays, anniversaries, and personal milestones.
• Happy hours, coffee time, online team building, company events, and much more to promote team bonding and of course to have fun!
• Fresh fruit, snacks, coffee, and tea at the office because work makes us hungry!

About Us

TRG TECH RESEARCH GROUP LIMITED deals with Data Fusion and AI products for civilian protection.

Our mission is to empower our customers to fight crime and terror through state-of-the-art technologies that provide accurate and precise intelligence.

Our product, Intellectus, is the only cloud-based all-in-one fusion platform with integrated web intelligence, discovery capabilities, advertisement intelligence, virtual ID management, and third-party database integration that can be deployed in less than 24 hours.