Support Engineer

Austin, TX - USA

Monthly Salary: Not Disclosed

Posted on: 5 days ago

Vacancies: 1 Vacancy

Job Summary

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 whats 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 bachelors degree in computer science information technology engineering or a related field (or the same amount of work experience)

At least 35 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 $80000 to $120000 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