Remote Technical Support Engineer

Role Overview

Globys, a division of Harris, is seeking a Technical Support Engineer with genuine technical depth who investigates, diagnoses, and resolves complex customer issues at Tier 1 and Tier
2. This role is the primary technical point of contact for our international carrier customers (AT&T, Telstra, TELUS, OneNZ, and others) and demands someone comfortable writing SQL queries to reproduce data anomalies as well as guiding a client through a configuration fix. You will own tickets end-to-end, escalating to Tier 3 engineering only for confirmed code defects or infrastructure issues. 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.

We are looking for someone who is hungry, resourceful, and self‑directed. When faced with a wall, you don’t wait for an answer; you find it. If the internal knowledge base doesn’t have the solution, you search documentation, experiment in a test environment, or use every available tool—including AI—to reason through the problem. You ask better questions, dig deeper, and keep going until you understand, then document the knowledge so the next person has it easier.

Globys is an AI‑enabled organization. Technical Support Engineers must be fluent and intentional AI users, not passive ones. Use AI as a reasoning partner: bring your analysis, context, and hypothesis, then let AI help you pressure‑test it, explore edge cases, and find new angles. When documentation is incomplete, use AI‑assisted search and synthesis to surface related patterns, validate findings, draft RCA documents, and write precise updates.

Generate, review, or debug SQL queries and scripts with AI, but own and verify every line before running it in a customer environment. Provide clear, accurate solutions and don't rely on unvalidated AI outputs.

• Serve as the primary technical contact for Globys’ international carrier customers, triaging, reproducing, and resolving Tier 1/2 issues 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 existing documentation does not cover an issue, research technical forums, vendor documentation, related codebases, and use AI‑assisted research to surfacing parallel patterns—then build the missing documentation.
• Deliver clear, technically substantive RCA documentation for each major incident suitable for carrier‑level customers.
• Create and maintain knowledge base articles, runbooks, and troubleshooting decision trees; treat documentation as a first‑class deliverable.
• Respond to customer inquiries within SLA thresholds; provide daily written status updates on all active incidents.
• Produce daily shift handoff reports and participate in cross‑functional syncs with Engineering, QA, and Operations.
• Identify systemic product issues through trend analysis and proactively surface them to Engineering with supporting data.
• Cover on‑call responsibilities for critical incidents outside standard shift hours as defined in the rotation.
• Continuously improve your technical depth by exploring product internals, studying related technologies, and closing knowledge gaps during slow periods.

• Not a help desk or Tier 1 call center role – you are the technical decision‑maker, not a first‑touch router.
• Not a role for someone who reads the knowledge base, finds no entry, and opens a ticket for someone else to handle; if it’s not there, you find it another way.
• Not a role for passive AI use; copy‑pasting AI outputs without understanding or verification…