Technical Support Engineer

Job Summary

To support a dynamic customer service team, the full-time Senior Technical Support Engineer will troubleshoot and resolve complex technical issues, mentor team members, and drive product and process improvements while working in a remote environment.

Key responsibilities

• Lead resolution strategies for high-impact customer issues and mentor team members on case handling standards
• Drive improvements to support processes and influence product direction through aggregated insights and feedback
• Shape readiness strategies, develop knowledge content, and implement training programs to elevate team capabilities

Required qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 5+ years of technical support or consulting experience
• Ability to meet Microsoft and government security screening requirements
• Proven experience in technical troubleshooting and problem-solving
• Strong understanding of AI technologies and their application in technical support
• Experience with Microsoft Technology Certifications or industry IT-based certifications (e.g., Comp-TIA, CCNA, ISC2) is preferred