Hardware Support Engineer (Bengaluru, IN)

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About the job

Job Responsibilities:

  • Monitor critical applications and infrastructure such as Kibana, Firebase Crashlytics, APM tools, CloudWatch, etc., and proactively identify anomalies or service degradation.
  • Manage end-to-end incident lifecycle: log, track, and resolve tickets, and provide RCA (Root Cause Analysis) and summary reports to stakeholders.
  • Diagnose and troubleshoot software, hardware, networking, and system-level issues.
  • Handle on-ground incidents and coordinate with field engineers for device installation, calibration, and replacement.
  • Work with IoT hardware and embedded systems including ANPR cameras, sensors, and edge controllers.
  • Configure, validate, and monitor device health, firmware, and connectivity.
  • Troubleshoot API-based integrations between edge devices, backend systems, and third-party platforms.
  • Ensure proper event flow sequencing and identify processing gaps.
  • Analyze logs and telemetry data for device-level and API-level issues.
  • Develop troubleshooting guides, SOPs, and diagnostic tools.
  • Drive Service Improvement Plans (SIP) focusing on system reliability and uptime.
  • Collaborate with Incident Resolution Teams, SDMs, and stakeholders for faster service restoration.
  • Participate in weekly/monthly review meetings with internal and external stakeholders.
  • Follow defined escalation paths and ensure SLA adherence.
  • Communicate effectively across teams, including engineers and senior management.
  • Flexible to work in rotational shifts.

Skills:

Core Technical Skills:

  • Experience in scripting: Python / Shell / JavaScript
  • Knowledge of Java-based applications (good to have)
  • Strong SQL knowledge
  • Hands-on experience with Linux OS

Hardware & IoT Skills:

  • Experience with ANPR camera systems and video-based monitoring
  • Knowledge of IoT devices, sensors, and edge controllers
  • Familiarity with parking hardware (boom barriers, RFID readers, loop detectors)
  • Understanding of camera protocols (RTSP, ONVIF)
  • Device networking knowledge (IP configuration, ports, NAT)
  • Experience in firmware upgrades and remote device management
  • Hands-on hardware installation and troubleshooting

API & Integration:

  • Strong understanding of REST APIs
  • Experience with API debugging (request/response validation, error handling)
  • Familiarity with tools like Postman and cURL
  • Understanding of real-time/event-driven systems

Monitoring & Observability:

  • Experience with Grafana, Kibana, APM tools
  • Ability to analyze logs, metrics, and system behavior

Networking & Systems:

  • Knowledge of TCP/IP, DNS, VPNs
  • Ability to troubleshoot network issues for IoT devices
  • Understanding of latency, packet loss, and connectivity issues

Process & Tools:

  • Basic knowledge of ITIL framework
  • Familiarity with Agile methodology
  • Experience with Atlassian tools (Jira, Confluence)

Soft Skills:

  • Strong analytical and logical thinking
  • Problem-solving skills
  • Good communication and stakeholder management
  • Ability to work in high-pressure environments
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