Software Support L2 Engineer (human)

Your Mission \& Challenges
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• 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.

• 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.

• 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.

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