Support Engineer

• Deploy, manage, and support customer production systems for legacy on-premises and SaaS product offerings
• Support AWS Gov Cloud environments and user systems located at customer sites
• Install and configure TECH5-provided hardware and software
• Provide instruction and assistance to contracted support personnel
• Communicate with internal teams and customers to plan and review implementation status
• Monitor logging and alerting systems for high availability and reliability
• Develop processes and templates for customer project implementation
• Support deployment, documentation, repair, and troubleshooting of systems
• Share installation, configuration, remote connection, and contact data with Technical Support team members
• Participate in a 24x7 on-call shift rotation
• 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 product or service defects
• Assist engineering and quality assurance teams with test cases when assigned
• 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
• 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
• Practical hands-on experience with building and troubleshooting personal computers and peripherals
• Understanding of basic networking concepts and ability to troubleshoot connectivity issues
• 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
• Advanced knowledge of PC computing and general IT system management 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
• 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

Demonstrates expertise in deploying and managing customer production systems, with a strong focus on AWS Gov Cloud environments and client-server systems. Proficient in troubleshooting, automation scripting, and providing technical support while ensuring high availability and reliability.

• AWS Gov Cloud Support
• Client-Server System Experience
• Automation and Scripting (BASH, Python, Go)
• Helpdesk Environment Experience
• Technical Support and Troubleshooting

• PC Computing
• System Management
• Troubleshooting
• SQL Scripting
• Network Connectivity
• Installation and Configuration
• Customer Support
• Documentation
• Asset Management
• Dev Ops Support

• Communication
• Customer Interaction
• Team Collaboration
• Problem Solving
• Instruction and Assistance

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

• SaaS Product Offerings
• On-Premises Systems
• High Availability
• Security Policies
• 24x7 On-Call Support

• Salesforce
• Zendesk
• JIRA
• Remote Support Tools
• Helpdesk Ticketing System