Remote Technical Support Engineer

Position: (Remote) Technical Support Engineer
Location: Iowa

Globys, a division of Harris; is seeking a Technical Support Engineer who has genuine technical depth and investigates, diagnoses, and resolves complex customer issues at Tier 1 and Tier 2 - not someone who triages and routes.

This role is the primary technical point of contact for our international carrier customers (AT&T, Telstra, TELUS, OneNZ, and others) and demands someone who is as comfortable writing a SQL query to reproduce a data anomaly as they are walking a client through a configuration fix.

You will own tickets end-to-end. Escalation to Tier 3 engineering is reserved for confirmed code defects or infrastructure issues - not a first resort. Success is measured by your self-resolution rate, response quality, and documentation thoroughness.

This remote role is open to US candidates in the Central Time Zone.

Salary: 65K - 75K

THE MINDSET WE'RE HIRING FOR

This is the most important section in this job description. Read it carefully before applying.

Technical skill is teachable. Curiosity is not. We are looking for someone who is hungry, resourceful, and self-directed - the kind of engineer who, when they hit a wall, doesn't stop and wait for someone to hand them the answer. They go find it.

If the internal knowledge base doesn't have it, you search documentation. If documentation doesn't cover it, you experiment in a test environment. If you're stuck, you use every tool available - including AI - to reason through the problem. You ask better questions. You dig deeper. You keep going until you understand.

We are not hiring someone who expects answers to be pre-packaged and waiting. We are hiring someone who treats every novel problem as an opportunity to build knowledge - and then documents that knowledge so the next person has it easier.

Ask yourself: when you last hit a problem with no clear answer, what did you do? If your honest answer is "I waited for someone to tell me" or "I checked the KB and gave up" - this role isn't for you. If your answer is "I pulled every thread I could find until I figured it out" - keep reading.

AI & MODERN TOOLING - A CORE EXPECTATION

Globys is an AI-enabled organization. We use AI tools actively - including Claude, ChatGPT, and others - across engineering, support, and operations. This isn't aspirational. It's operational. We expect our Technical Support Engineers to be fluent and intentional AI users, not passive ones.

What that means in practice:

* Use AI as a reasoning partner - not an answer machine. Bring your analysis, your context, and your hypothesis. Let AI help you pressure-test it, explore edge cases, and find the angle you hadn't considered.

* When documentation is incomplete or silent on an issue, use AI-assisted search and synthesis to surface related patterns across technical domains - then validate your findings.

* Draft RCA documents, internal summaries, and customer-facing updates faster without sacrificing precision. AI helps you write clearly; you ensure accuracy.

* Use AI to generate, review, or debug SQL queries, scripts, and API calls - but own and verify every line before it runs in a customer environment.

* Build your own knowledge - don't outsource your thinking. AI is a tool in your hands, not a substitute for understanding. If you can't explain the answer in your own words, you don't have it yet.

The standard we hold:
An answer found through AI-assisted research that you can fully explain, validate, and stand behind is excellent work. An answer copy-pasted from an AI that you haven't verified is a liability. Know the difference.

What your impact will be:

* Serve as primary technical contact for Globys' international carrier customers - triaging, reproducing, and resolving issues at Tier 1/2 without requiring engineering escalation unless a confirmed software defect or infrastructure failure is identified

* Diagnose and resolve issues across web application layers: front-end behavior, API responses, data ingestion anomalies, configuration errors, and portal access problems

* Write and execute SQL queries against relational databases to investigate data discrepancies, validate expected behavior, and support Root Cause Analysis

* Reproduce customer-reported issues in non-production environments; develop and communicate workarounds while permanent fixes are in progress

* When no existing documentation covers an issue, dig - search technical forums, vendor documentation, related codebases, and use AI-assisted research to surface parallel patterns - then build the documentation that was missing

* Deliver clear, technically substantive Root Cause Analysis documentation for every major incident, suitable for carrier-level customers

* Create and maintain knowledge base articles, runbooks, and troubleshooting decision trees - treating documentation as a first-class deliverable, not an afterthought

* Respond to customer inquiries within SLA thresholds; provide daily written status updates on all active incidents

* Produce daily shift handoff reports and participate in…