Technical Support Engineer (Tier 3)

Описание вакансии


THE OPPORTUNITY

NavVis, one of Germany’s hottest startups, is actively seeking dynamic and driven Technical Support Engineer who is keen to shape the future of our growing US teams. This isn't a "follow the script" role. You will dive deep into the engine room of our Mobile Mapping Systems and IVION Web Services, acting as a technical bridge between our customers and our Core Engineering teams. 

You will be tasked with deconstructing complex system failures across cloud environments, debugging browser-side performance bottlenecks, and performing deep-dive log analysis. We don't just want you to use a knowledge base, we want you to build the logic that replaces it. 

You will have the chance to grow into a Platform Specialist, gaining deep expertise in geospatial and digital twin technologies. You’ll work hands-on with point cloud data, image processing, and SLAM algorithms, becoming a go-to technical expert who drives best practices and advanced troubleshooting. 

HOW YOU WILL MAKE AN IMPACT 

• Serve as the first point of contact for our customers across multiple channels (phone, email, etc.), providing expert guidance and education on best practices for using our products.
• Troubleshoot and resolve complex issues using advanced web and browser debugging techniques, including Chrome DevTools (or equivalent), and a deep understanding of HTTP/HTTPS, REST APIs, and client-server interactions.
• Analyze logs and metrics with precision, leveraging CLI tools, scripting, and monitoring platforms like Grafana to identify patterns, perform root-cause analysis, and streamline support processes.
• Investigate network and connectivity issues, including VPNs, DNS, firewalls, TLS, and routing, using tools like ping, traceroute, and browser DevTools to quickly isolate and resolve customer-impacting problems.
• Participate in on-duty support rotations, responding to alerts, diagnosing incidents, and improving operational efficiency while honing leadership and decision-making skills.
• Collaborate with specialists to identify and escalate high-priority issues, ensuring timely resolution and minimizing customer impact.
• Contribute to the team’s and company’s OKRs by identifying opportunities to improve support processes, enhance internal documentation, and create technical articles for both internal teams and partners.
• Help shape and refine the support organization, implementing scalable processes and tools to meet the needs of our growing customer base.
• Apply your knowledge of cloud environments (AWS, Azure, or GCP) and Linux/Ubuntu systems to troubleshoot distributed systems and ensure reliable platform performance.

WHAT WILL HELP YOU SUCCEED IN THE ROLE 

• A degree in Computer Engineering, Computer Science, or a related technical field.
• Strong understanding of web technologies, including: 

+ HTTP/HTTPS protocols, REST APIs

+ Browser architecture and client-server interactions

+ JavaScript fundamentals

+ HTML/JS is a plus

• Extensive experience with advanced web and browser debugging, including deep proficiency in Chrome DevTools (or equivalent), with strong command of the Console and Network panels.
• Strong expertise in log analysis and scripting, with proficiency in parsing large logs, diagnosing errors, and automating support tasks using CLI tools and custom scripts to streamline troubleshooting and root-cause analysis.
• Experience in monitoring, with proficiency in Grafana or related tools to analyze metrics, logs, and traces; skilled at identifying patterns, diagnosing issues, and responding to alerts across distributed systems.
• Expertise in network troubleshooting, including VPNs, DNS, firewalls, TLS, and routing, with hands-on experience using ping, traceroute, and DevTools to quickly isolate connectivity and latency issues.
• Practical experience working with cloud environments (AWS, Azure, or GCP) and the ability to troubleshoot issues in Linux/Ubuntu systems, is a strong plus.

HOW WE WILL KNOW WE ARE A PERFECT MATCH

Your recruiting partner for this role is Johnny (he/his). You can expect to go through a screening call, and up to 3 rounds of interviews, where we would love to discover your passion and interests, introduce you to who we are and what drives us, and finally understand how we can potentially add value to each other's growth.

HOW WE WILL KEEP YOU SMILING

• It's important to take a break from work! We offer 15 days of vacation and 11 public holidays
• We offer flexible working hours and a hybrid work setup, enabling you to plan your work around your life, and not your life around work!
• A competitive compensation package that values the skills and experience you bring
• A competitive health/ vision/ dental insurance
• Up to $4500 USD employee referral bonus
• 401k matching up to 4%

We derive our strength from our diversity.

NavVis’ unwavering commitment to fostering an inclusive and diverse workplace has laid the foundation for our incredible growth. We thrive on the collective strength of our people who come from diverse backgrounds. We respect and value every experience associated with race, gender identity, sexual orientation, nationality, religion and disability. We do not discriminate on the basis of any of these, or other identities, and strongly encourage everyone to apply.

Together with you, we build NavVis!

If you need assistance at any stage of the recruiting process due to a disability, please reach out to your recruiting partner(s) for this position.