Job Description

Mid/Senior Technical Support Engineer (Remote)

Location: Fully Remote (U.S.-based)
Employment Type: Full-Time

Overview

A growing software organization focused on modern data-driven solutions is building out a customer support function and is looking to add a Technical Support Engineer with mid-to-senior level experience. This role sits at the intersection of customer success, engineering, and product, handling everything from early-stage technical discussions to post-deployment support.

You’ll be part of a lean team where ownership is real—not theoretical. The expectation is that you can step into customer environments, troubleshoot issues end-to-end, and drive resolution without heavy oversight.

What You’ll Be Doing

• Take full ownership of support requests from intake through resolution, including triage, root cause analysis, and escalation when necessary
• Investigate issues using logs, system behavior, and internal documentation to determine whether problems stem from configuration, infrastructure, or product defects
• Install, upgrade, and validate software deployments across a variety of customer environments
• Guide customers through setup and troubleshooting in restricted or security-conscious environments (on-prem, hybrid, or cloud)
• Maintain and improve internal knowledge resources to reduce repeat issues and speed up resolution times
• Communicate clearly with customers throughout the lifecycle of an issue, including status updates and resolution summaries
• Coordinate with engineering and product teams on complex issues, providing detailed reproduction steps and business impact
• Track ongoing work and ensure visibility across active issues and escalations

What You Bring

• 3–6 years of experience in technical support, systems engineering, or a similar hands-on role
• Background supporting software deployments, configurations, or integrations in customer-facing environments
• Working knowledge of SQL and database connectivity concepts
• Familiarity with containerization, cloud platforms, or hybrid/on-prem infrastructure setups
• Experience using ticketing or work tracking systems (any major platform is fine)
• Solid understanding of networking basics (VPNs, firewalls, ports, connectivity troubleshooting)
• Strong problem-solving ability—able to isolate issues before escalating
• Clear, structured communication skills, especially when dealing with technical customers
• Ability to operate independently in a fast-moving, less structured environment

Nice to Have (Not Required)

• Exposure to industrial systems, data historians, or real-time data platforms
• Understanding of environments where IT and operational systems intersect
• Experience supporting enterprise-level B2B software products
• Scripting experience (PowerShell, Bash, or JavaScript) for troubleshooting or automation
• Familiarity with evaluating new technologies (including AI tools) with a practical, ROI-driven mindset
• Experience working in smaller teams or startup-like environments

Education

Bachelor’s degree in a technical field (Computer Science, Engineering, etc.) or equivalent hands-on experience

Why This Role Stands Out

This isn’t a ticket-closing help desk job. It’s closer to a hybrid of support engineer, deployment specialist, and problem solver. If someone can’t handle ambiguity or prefers strictly defined processes, they’ll struggle here. But for someone who likes digging into real systems, working directly with customers, and having a visible impact, this is a strong opportunity.