(Mid) Cloud Support Specialist

Human Rise Agency
AWS, IoT, Wireless protocols
Full time, Remote, Hybrid

About the company

Dear candidate,

thank you for taking the time to read about and apply for this role! Our client is heating control solutions and Smart Home systems, prioritising strong customer relationships, cost-effectiveness, and efficiency in product creation and manufacturing. We offer user-friendly, budget-friendly products suitable for various installation types. The client is also is a member of electronic control technologies, research and design capabilities, and manufacturing services. The company has more than 50 years on the market and has served customers in commercial, industrial, and consumer markets throughout Asia, North America, and Europe.

About job

  • Investigation of Cloud Logs
  • Proficient in analyzing application logs (such as internal logs and API call logs) to determine whether the root cause originates from the application.
  • Proficient in identifying and resolving firmware-related issues through analysis of transactions between the device/gateway and the cloud.
  • Capable of identifying and investigating associated problems.
  • Skilled in understanding the specific issues reported by customers; capable of asking relevant questions and gathering useful information.
  • Possesses foundational knowledge and extensive experience in HVAC and Smart Home IoT system architecture.


  • Analyze cloud logs, including internal logs and API call logs, to identify potential issues within the application.
  • Investigate firmware-related issues by scrutinizing transactions between devices/gateways and the cloud, and resolve associated problems as they arise.
  • Address customer-reported problems promptly and effectively, ensuring high levels of customer satisfaction.
  • Leverage basic knowledge of HVAC and Smart Home IoT systems to provide comprehensive support and solutions.
  • Collaborate with the European Technical Manager and Software Manager from the parent company in Hong Kong to ensure alignment with company objectives and standards.



  • Ability to provide customer support.
  • Familiarity with Cloud Operations (Cloud Ops) or DevOps practices.
  • Experience in application development and maintenance.
  • Proficiency in firmware development and debugging.
  • Basic knowledge of Zigbee, Bluetooth, Wi-Fi, LAN, and RF technologies.
  • Understanding of HVAC and/or Smart Home IoT systems.
  • Experience and basic knowledge in hardware electronics is considered advantageous.
  • Proficiency in English.
  • Bachelor’s degree in Automation, Computer Science, Electronics, or Electrical Engineering.



  • A salary that meets the industry benchmarks.
  • 25 days of annual leave in addition to public holidays (calculated pro-rata)
  • Paid day off for your birthday
  • Health insurance
  • Group life insurance coverage
  • Hybrid work arrangement (available after the probation period)

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