Technical Support Engineer - Quickcharge

Job title:

Technical Support Engineer - Quickcharge

Location:

Albany, NY Office or Remote within the US

As a Technical Support Engineer, you will be the technical problem‑solving expert for customers across healthcare, government, and corporate environments. You’ll diagnose complex technical issues, provide comprehensive solutions, and ensure our customers achieve maximum value from their Illumia technology investments. This role combines deep technical expertise with strong customer relationship skills to deliver exceptional support experiences.

• Troubleshooting software and hardware issues in a round robin phone and ticketing queues
• Collaborating with internal teams to resolve escalated cases
• Documenting solutions for knowledge sharing
• Contributing to process improvements that enhance our overall support delivery
• Working across our diverse product portfolio to become a trusted technical advisor to customers in mission‑critical environments

Core Requirements:

• Practical experience in Information Technology, Engineering, or related technical field
• 2-4 years of technical support or software troubleshooting experience
• Strong analytical and problem‑solving skills with attention to detail
• Excellent written and verbal communication skills with ability to explain technical concepts to non‑technical users
• Experience with SQL databases and basic query writing
• Familiarity with Windows and/or Linux server environments
• Understanding of web technologies (HTTP/HTTPS, APIs, web browsers)
• Customer service orientation with patience and empathy
• Ability to work independently and manage multiple cases simultaneously
• Willingness to learn new technologies and adapt to changing environments

Preferred Qualifications:

• Bachelor's degree in Computer Science or related field of study
• Experience in healthcare, higher education, or financial services technology
• Knowledge of payment processing systems and PCI compliance
• Familiarity with campus card/ or access control technologies
• Experience with enterprise software integrations and APIs
• Understanding of network fundamentals (TCP/IP, DNS, firewalls)
• Experience with ticketing systems and customer support tools
• Previous experience in mission‑critical environments

This role may require occasional evening or weekend work to support customers in different time zones or during critical system implementations. Some travel may be required for on‑site customer support or training opportunities (typically less than 5%). The position offers significant growth opportunities within our three‑group structure, with clear advancement paths to Senior Technical Support Engineer and specialized roles in Customer Engineering or Technical Success.

• Flexible time off to include paid holidays and volunteer time
• Robust health, dental, and vision insurance plans on your first day of employment
• Employer‑paid life insurance/AD&D/short‑term and long‑term disability insurance
• Comprehensive employee assistance program (EAP)
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience.

Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.