Support Engineer

The Support Engineer helps internal users or external customers with technical issues and troubleshooting. This job is very important for figuring out, fixing, and reporting technical problems with software, systems, or infrastructure. The Support Engineer works closely with the engineering, product, and operations teams to make sure that problems are fixed quickly, the system is reliable, and users have a good experience.

Main Duties:

Help with software applications, systems, or platforms by answering tickets, emails, and virtual communication tools.

Find out what's wrong with applications, systems, or integrations, fix them, and fix them.

In support systems, make sure to write down incidents, solutions, and steps for troubleshooting correctly.

If necessary, send complicated problems up to engineering or specialized teams.

Keep an eye on how well the system is working and look for problems or trends that keep happening.

Help find the root cause and work on long-term solutions

Help with setting up, updating, and maintaining the system

Create and keep up-to-date technical documentation, knowledge base articles, and support guides

Make sure that service level agreements (SLAs) and support processes are followed.

Keep up with standards for security, compliance, and data protection.

Necessary Qualifications:

A bachelor's degree in computer science, information technology, engineering, or a related field (or the same amount of work experience)

At least 3–5 years of experience in support engineering, systems administration, or technical support

A lot of knowledge about operating systems, basic networking, and how to fix problems

Experience helping with cloud-based apps or SaaS platforms

Knowledge of ticketing systems and monitoring tools

Great at analyzing, solving problems, and talking to people

Ability to work alone in a place that is far away

A reliable high-speed internet connection and a place to work just for you

Preferred Qualifications:

Experience with cloud services like AWS, Azure, and Google Cloud

Knowing how to script or automate things (like Python or Bash)

Experience with databases, APIs, or integrations

Technical certifications that are relevant (like ITIL, CompTIA, AWS)

Pay for the Year:

Depending on your experience, technical skills, and where you live, the salary range is $80,000 to $120,000 per year.

Package of Benefits:

Full coverage for medical, dental, and vision care

401(k) retirement plan with a match from the company

Paid time off (PTO) includes vacation, sick leave, and holidays.

Work environment in the United States that is fully remote

Opportunities for professional growth, certification, and training

Life insurance and coverage for short- and long-term disabilities

Programs for employee health and well-being