Support Engineer

• Deploy, manage, and support customer production systems for legacy on-premises and SaaS products, including AWS Gov Cloud environments and customer-site user systems
• Communicate with internal teams and customers to plan and review implementation status
• Monitor logging and alerting systems to ensure high availability and reliability
• Install and configure TECH5-provided hardware and software
• Provide installation and configuration instruction and assistance to contracted support personnel
• Contribute to processes and templates for customer project implementation
• Interface with the Project Implementation team on deployment, documentation, repair, and troubleshooting
• Share installation, configuration, remote connection, and contact data with the Technical Support team
• Participate in a 24x7 on-call shift rotation and travel up to 5% when required
• Respond to customer support requests via email, helpdesk ticketing system, and phone
• Complete annual security training and follow security policies and procedures
• Use remote support tools to resolve customer hardware issues
• Reproduce reported issues, identify solutions, and report defects to engineering and management
• Assist engineering and QA teams with assigned test cases and outputs
• Update asset-management information to reflect customer deployment status
• Perform other assigned duties

• Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or certification from a trade-school in a relevant discipline, or equivalent work experience
• Practical hands-on experience with building and troubleshooting personal computers and peripherals
• A minimum of one year of experience in a Helpdesk environment including customer interaction and ticket management
• A minimum of one year of demonstrated client-server system experience
• Understanding of basic networking concepts and the ability to troubleshoot connectivity issues
• Knowledge of SQL scripting, troubleshooting, and stored procedures creation is a plus
• Familiarity with Salesforce is helpful
• Experience with Zendesk and JIRA is highly desirable
• Fluent English skills, written and verbal, are required
• Knowledge and experience of Dev Ops or cloud environment support is highly desirable
• Skills with automation and scripting (BASH, Python, Go, others) are desirable
• Able to interpret and explain technical systems to non-technical audiences
• Ability to work both independently and within a team environment, with the situational awareness to understand when escalation is warranted
• Advanced knowledge of PC computing and general IT system management skills
• Exhibits meticulous attention to detail and is committed to producing accurate and high-quality work
• Excellent time management, organizational and problem-solving skills
• Ability to lift and move up to 50-lbs
• Must pass enhanced criminal and background checks required by individual customers
• Must be eligible to work full-time in the United States; TECH5 USA does not provide visa sponsorship
• Must complete employment eligibility verification upon hire

Demonstrates expertise in deploying and managing customer production systems, including legacy on-premises and SaaS products, with a strong focus on troubleshooting and support in cloud environments. Proficient in customer interaction, ticket management, and technical communication, ensuring high availability and reliability of systems.

• Customer Support Experience
• Helpdesk Environment Experience
• SQL Scripting Knowledge
• Dev Ops Support Experience
• Automation and Scripting Skills

• PC Building and Troubleshooting
• Client-Server System Experience
• Basic Networking Concepts
• SQL Scripting
• Automation and Scripting (BASH, Python, Go)

• Excellent Time Management
• Organizational Skills
• Problem-Solving Skills
• Attention to Detail
• Ability to Explain Technical Systems

• Associates Degree in Information Technology
• Certification from a Trade-School

• SaaS Products
• AWS Gov Cloud
• 24x7 On-Call Support
• Security Training
• Asset Management

• Salesforce
• Zendesk
• JIRA
• Remote Support Tools
• Logging and Alerting Systems