Technical Support Engineer

1 Year Contract with potential extensions

Full Benefits on Contract

Pay rate: $35-$40/hr (Potentially some flexibility on the rate for the right candidate)

Fully onsite

We are seeking a Technical Support Engineer to support early‑stage pilot deployments a next‑generation collaboration platform enabling immersive 3D and traditional 2D video meetings.

This role sits on a Product Design–led team and is responsible for maintaining system availability, supporting user adoption of new technology, and translating real‑world usage issues into actionable feedback for product and program teams. The role supports approximately 400 users across 15 installed units and serves as the single point of ownership for day‑to‑day experience support. This team is a new function for this company's organization, and Product Design team members are responsible for efficiently and effectively communicating to various stakeholders to increase product understanding (Knowledge base articles), improve product quality (writing JIRA bugs for engineering), and influencing product decisions (reporting out issues, root cause, status, next steps on pilot-related user activities).

Key Responsibilities

• Serve as the primary support contact for users, provide remote Tier 1–3 technical support, including issue triage, troubleshooting, documentation, and escalation.
• Monitor system health and availability across deployed units and coordinate with IT, AV, facilities, and external partners as needed.
• Synthesize user feedback, bug, and support learnings into clear, actionable insights for product design, product management, and engineering teams.
• Filing bugs and following through with root cause
• Identify recurring issues and distinguish between user adoption friction, technical reliability issues, and experience or design gaps.
• Write troubleshooting guides to support users and product readiness
• Communicate trends, risks, and recommendations through concise written updates.
• Contribute to improving pilot support workflows, documentation, and readiness over time.

Preferred Skills & Qualifications

• Ability to work independently in ambiguous, fast‑changing environments.
• Experience with technical support, including triage, bug reporting, bug tracking, and escalation.
• Experience supporting enterprise users on new or emerging technology platforms, preferably experience with pilots or early deployments.
• Strong user‑facing communication and documentation skills with the ability to explain technical and experiential issues clearly, concisely and calmly
• Highly effective at organizing and communicating information, to meet the needs of diverse stakeholders across different roles and audiences.
• Experience with remote technical support operations, including triage, tracking, and escalation.
• Working knowledge of enterprise video conferencing systems (camera, audio, display, room systems).
• Familiarity with Google Meet and Zoom in enterprise environments.

Relevant Prior Experience

• Technical Support Engineer
• Tier 2 or Tier 3 Support Engineer for enterprise systems
• Enterprise AV or Collaboration Systems Support Specialist
• UX Operations or Customer Experience (CX) Operations Specialist
• Computer and/or Electrical Engineering, Software engineer