2nd Level Support Engineer (Tech Startup)

HydroNeo is a fast-growing international startup revolutionizing the global aquaculture industry with smart farming technology. As the market leader in Thailand, we are on a mission to turn our Smart Farm Management System into the HydroNeo Aquaculture Super App. With strong backing from Thai and international investors, BOI support, and a team of ~30 people, we are shaping the future of sustainable aquaculture.

Position Overview:

We’re looking for a hands-on, versatile Second-Level Support & Service Engineer to strengthen our technical team in Bangkok. This role is ideal for someone who enjoys getting their hands dirty — both in code and with physical devices. You’ll dive deep into technical issues that go beyond standard support, replicate and analyze unknown errors, and test new hardware components in the field or in our lab.

You should be comfortable switching between a terminal window and a toolbox — writing scripts one moment and soldering a sensor cable the next. Your work will directly support the broader team by identifying root causes, improving tools and workflows, and ensuring the reliability of our smart farming systems.

Whether you're an experienced engineer or a motivated graduate, we value real-world curiosity, a practical mindset, and the willingness to build, fix, test, and improve every day.

• Act as a second-level technical expert for our support team, handling complex issues via ticket system, phone, video calls, and messaging platforms
• Investigate and replicate unknown customer-reported errors to identify root causes and provide long-term solutions
• Develop scripts and tools to automate support processes and improve team efficiency
• Prepare, configure, and thoroughly test smart farming devices prior to shipment
• Assist with hardware packaging and coordinate logistics for customer deliveries
• Conduct on-site farm visits for advanced troubleshooting, installations, and field trials of new hardware components
• Support installation partners and customers with wiring, sensor setup, and connectivity challenges
• Collaborate closely with Product and Engineering teams to report bugs, suggest improvements, and maintain high product reliability
• Accurately document service cases, technical findings, and solutions in our internal system

• Educational background or hands-on experience in electrical engineering, electronics, or related fields
• Solid understanding of electrical installations (e.g., wiring, power supplies, sensor setups)
• Experience with microelectronics, embedded systems, or IoT devices is a strong plus
• Basic understanding of software and ability to follow technical documentation
• Ability to explain technical topics in a clear, customer-friendly way
• Comfortable using ticket systems and working with structured support workflows
• Reliable, proactive, and independent working style
• Must be based in Bangkok and willing to travel occasionally to customer sites (within Thailand)
• Thai language fluency required, advanced English skills preferred

Why Join Us?

You’ll work at the intersection of hardware, software, and real-world farming challenges, supporting a tech product that is truly making a difference. This is a unique opportunity to grow your career in a fast-paced, international startup with real impact.

Additionally, we provide

• A competitive salary and other perks
• Employee Stock Options (ESOP) to financially participate in the success of the company
• Flexible work environment (e.g. office hours) with a focus on results
• Meaningful work in an award-winning startup with the opportunity of creating real impact
• Close collaboration with the leadership team and low hierachies
• International work environment in a great team
• Very steep learning curve due to our open and performance-based culture
• Great office within 10 minutes' walk to MRT Samyan station and BTS Silom station in Silom / Bang Rak