We're a team of passionate innovators, leveraging the latest in AI and technology to transform the future of mobility. Our platform enhances road safety and traffic management by turning real-time data into actionable insights for cities and road operators. Our patented technology collects and analyzes data from connected sensors like cameras, radar, and traffic signal controllers to help predict and prevent road incidents. We deploy edge and cloud solutions that make intersections and highways safer and smarter. Role Overview 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. Key Responsibilities 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. Requirements 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 Basi

📌 Technical Support Software Engineer (Xico)
🏢 Derq
📍 Xico