L4- Product Support Engineer

Job Summary

The Level 4 Product Support Engineer provides expert-level technical support, advanced troubleshooting, and system-level diagnostics for complex issues that go beyond the scope of L3 support. This role serves as the technical escalation point for global support teams, partners, and country front-office engineers. You will work closely with R&D, QA, product management, and field teams to analyze defects, replicate issues, propose corrective actions, and contribute to long-term product improvements. This role requires strong system thinking, analytical depth, and the ability to investigate issues spanning hardware, firmware, cloud, and mobile components.

Responsibilities

• Advanced Troubleshooting & Root Cause Analysis
• Investigate and resolve complex system-level issues across hardware, firmware, cloud, and mobile platforms.
• Analyze logs, traces, network captures, system metrics, and API interactions to identify root causes.
• Reproduce field issues in lab environments to validate hypotheses and support engineering teams.
• Own critical escalations from L3 teams, ensuring timely and high-quality resolution.
• Provide RCA documentation, corrective action proposals, and long-term recommendations.
• System-Level Analysis & Integration Support
• Perform deep-dive analysis of EBA system architecture, including controllers, gateways, cloud components, and mobile workflows.
• Support integration efforts across different layers of the EBA platform and its external integrations.
• Validate end-to-end workflows to ensure subsystem interoperability and performance.
• Troubleshoot integration protocols such as BACnet, Modbus on the edge side and MQTT, REST APIs, HTTPS, and other IoT communication layers for the cloud communication
• Identify system bottlenecks, performance issues, and configuration defects.
• Collaboration & Knowledge Sharing
• Serve as the bridge between field support teams and R&D engineering groups.
• Provide detailed field insights to influence product roadmaps and design decisions.
• Document troubleshooting guides, diagnostic procedures, and knowledge base articles.
• Deliver post-escalation briefings and contribute to continuous improvement loops.
• Mentor L3 engineers and help elevate the technical competence of the product support team.
• Support for Senior L4 Initiatives
• Contribute to product quality improvement initiatives, including failure mode analysis and test coverage enhancements.
• Participate in cross-functional reviews, defect triages, and technical deep-dive sessions.
• Support the development of troubleshooting tools, diagnostic frameworks, and automation scripts.
• Recommend improvements in escalation workflows, documentation structure, and customer experience practices.

Qualifications

• Bachelor s degree in Electrical Engineering, Electronics, Computer Engineering, Instrumentation, or related field.
• 10+ years of experience in system-level troubleshooting, advanced technical support, or product integration roles.
• Strong analytical and debugging skills with experience diagnosing complex behaviours across distributed systems.
• Hands-on experience with building automation, HVAC systems, IoT devices, or industrial automation platforms.
• Proficiency in Python or similar scripting languages for automation, data extraction, and analysis.
• Strong knowledge of Windows/Linux fundamentals, networking (TCP/IP, DNS, VPN, certificates), and API-level debugging.
• Excellent communication skills and ability to explain complex technical topics clearly.

Preferred Skills

• Experience with HVAC systems and building controls.
• Familiarity with tools such as Jira, Grafana, and Jenkins.
• Hands-on experience with lab equipment (oscilloscopes, multimeters, analyzers).
• Knowledge of agile methodologies and collaborative workflows.
• Experience working in global, multiregional support environments.

Performance Objectives

• Deliver timely and effective resolution of escalated critical issues within defined SLAs.
• Improve product reliability by contributing RCAs, reproducible defect scenarios, and engineering-quality test cases.
• Reduce repeat escalations through robust analysis and knowledge sharing.
• Strengthen team capabilities through mentorship, documentation, and diagnostic tool improvements.
• Contribute to continuous improvement initiatives that enhance customer experience and system stability.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.