Technical Support Engineer

Responsibilities We are seeking a Technical Support Engineer to support early-stage pilot deployments of Company Dimension with Google Beam, a next‑generation collaboration platform enabling immersive 3D and traditional 2D video meetings. The 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. 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. File bugs and follow through with root cause analysis. 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. Requirements 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. 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. 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. Ability to work independently in ambiguous, fast‑changing environments. Relevant Prior Experience 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. The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future. We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave. Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. By clicking “Apply Today” you agree to receive calls, AI‑generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP. #J-18808-Ljbffr