Technical Support Engineer

Description:

Exodigo is the leading underground mapping solution for non-intrusive discovery. Our platforms combine multi-sensor fusion, 3D imaging, and AI technologies to create complete, accurate underground maps that enable confident decision-making for customers across the built world. We transform the project lifecycle for our customers, who include key community stakeholders in the utilities, transportation and government sectors. 

We are experiencing sky-rocketing growth and closed a historically large $105M Series A round in February of 2024.

We are seeking Technical Support Engineer with a background in QA and user frontend support and development experience in hardware and software. This role provides hands-on experience in troubleshooting, user support, and technical documentation, with an option to become a Team Leader.

Technical Support & Troubleshooting:

• Assist employees with software and hardware-related issues, including error messages, system configurations, and troubleshooting.
• Provide frontend support for user-facing applications, ensuring a smooth user experience.
• Use Jira to log, track, and resolve common support issues.
• Work closely with Tier 2 and R&D teams to escalate complex cases.

Hardware & Software Development Support:

• Diagnose hardware malfunctions and perform basic troubleshooting
• Support software deployment, configuration, and debugging.
• Collaborate with developers and R&D to test and improve hardware-software integrations.

Documentation & Training:

• Identify gaps in software instructions and manuals based on user feedback.
• Maintain and update the knowledge base with solutions for common issues.
• Assist in creating training materials, FAQs, or video tutorials for employees.
• Provide feedback to developers and R&D on usability improvements based on user 

• 1-2 years of experience in technical support, QA, or IT operations
• Strong problem-solving skills and a passion for helping users.
• Hands-on experience with hardware troubleshooting and software debugging.
• Background in QA testing or user frontend support
• Basic development experience with Python, Bash, or scripting for automation (advantage).
• Familiarity with Jira or ticketing systems is a plus.
• Strong communication skills to explain technical concepts to non-technical users.
• Ability to work two-night shifts per week as part of a global support team (12:00-21:00).