Support Engineer
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Job Location:
Harrisburg, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
The Support Engineer provides technical assistance and troubleshooting support for software systems and infrastructure to ensure reliable service and a positive customer experience. This role works closely with customers product teams and engineering to diagnose issues resolve incidents and improve system stability. The ideal candidate is technically strong customer-focused and able to work independently in a remote environment.
Key Responsibilities
Provide technical support for applications systems and platforms via tickets email chat or phone
Troubleshoot and resolve software hardware network and system issues
Analyze logs system metrics and error reports to identify root causes
Escalate complex issues to engineering teams and collaborate on resolutions
Document incidents solutions and troubleshooting steps in knowledge bases
Monitor system performance and respond to alerts and service disruptions
Assist with deployments configuration changes and system maintenance
Support customer onboarding integrations and technical inquiries
Ensure compliance with service-level agreements (SLAs) and response time targets
Communicate clearly with customers and internal stakeholders regarding issue status and resolutions
Identify recurring issues and recommend process or product improvements
Maintain security data privacy and confidentiality standards
Qualifications
Bachelors degree in Computer Science Information Technology or equivalent experience
25 years of experience in technical support systems engineering or related roles
Strong understanding of operating systems networking fundamentals and application architectures
Experience supporting cloud-based systems and SaaS platforms
Familiarity with ticketing systems monitoring tools and logging platforms
Strong problem-solving analytical and communication skills
Ability to work independently and manage priorities in a remote environment
Preferred Skills
Experience with cloud platforms (AWS Azure GCP)
Knowledge of scripting or programming languages (e.g. Python Bash JavaScript)
Familiarity with DevOps practices CI/CD pipelines and containerization
Experience supporting APIs databases and integrations
Prior experience working in a remote or global support team
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
