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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Software Engineer - **Company:** Derq - **Location:** Spain - **Contract:** Permanent contract - **Skills:** Secure Shell (SSH), JIRA, Bash Shell, Ubuntu (Operating System), Command-Line Interface, Software as a Service, Databases, Linux, Issue Tracking Systems, Web Portals, Virtual Private Networks (VPN), Python (Programming Language), MongoDB, IP Cameras, Networking Basics, Node.Js, Runbook, Data Streaming, Virtual Local Area Networks, Data Logging, Scripting, Firewalls (Computer Science), Information Technology, Machine Learning Operations, Zendesk, Network Server - **Published:** July 16, 2026 - **Apply:** https://www.jobleads.com/es/job/e820f888dee141c9a73df4276b8125a49 ## About the Role * Bachelor's degree in Computer Science, IT, Engineering, or a related field * 1-3+ years of experience in technical support, help desk, NOC, or operations roles. * Hands-on experience with Linux/Ubuntu, command-line usage, and system diagnostics. * Strong understanding of networking fundamentals (IP, ports, VLANs, VPNs, firewalls, SSH). * Experience troubleshooting servers, applications, logs, and basic databases (MongoDB or equivalent). * Experience supporting SaaS platforms and/or IoT devices; exposure to IP cameras or networked hardware is a plus. * Basic scripting or automation skills (Python, Bash, or Node.js) to automate repetitive tasks. * Familiarity with ticketing systems such as Zendesk or Jira. * Strong problem-solving skills, attention to detail, and ability to follow and improve troubleshooting runbooks. * Clear written and verbal communication skills in English. * Calm, methodical approach to handling production incidents. * Ability to participate in on-call rotations with reliable internet and power. ## Description 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 escalat work more complex cases to L3 (Engineering, ML Ops & QA) teams with clear and thorough documentation., * 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. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)