Support Engineer

Deploy, manage, and support customer production systems for legacy on-premises and SaaS products, including AWS GovCloud environments and customer-site user systems Communicate with internal teams and customers to plan and review implementation status Monitor logging and alerting systems to ensure high availability and reliability Install and configure TECH5-provided hardware and software Provide installation and configuration instruction and assistance to contracted support personnel Contribute to processes and templates for customer project implementation Interface with the Project Implementation team on deployment, documentation, repair, and troubleshooting Share installation, configuration, remote connection, and contact data with the Technical Support team Participate in a 24x7 on-call shift rotation and travel up to 5% when required Respond to customer support requests via email, helpdesk ticketing system, and phone Complete annual security training and follow security policies and procedures Use remote support tools to resolve customer hardware issues Reproduce reported issues, identify solutions, and report defects to engineering and management Assist engineering and QA teams with assigned test cases and outputs Update asset-management information to reflect customer deployment status Perform other assigned duties Requirements Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or certification from a trade-school in a relevant discipline, or equivalent work experience Practical hands-on experience with building and troubleshooting personal computers and peripherals A minimum of one year of experience in a Helpdesk environment including customer interaction and ticket management A minimum of one year of demonstrated client-server system experience Understanding of basic networking concepts and the ability to troubleshoot connectivity issues Knowledge of SQL scripting, troubleshooting, and stored procedures creation is a plus Familiarity with Salesforce is helpful Experience with Zendesk and JIRA is highly desirable Fluent English skills, written and verbal, are required Knowledge and experience of DevOps or cloud environment support is highly desirable Skills with automation and scripting (BASH, Python, Go, others) are desirable Able to interpret and explain technical systems to non-technical audiences Ability to work both independently and within a team environment, with the situational awareness to understand when escalation is warranted Advanced knowledge of PC computing and general IT system management skills Exhibits meticulous attention to detail and is committed to producing accurate and high-quality work Excellent time management, organizational and problem-solving skills Ability to lift and move up to 50-lbs Must pass enhanced criminal and background checks required by individual customers Must be eligible to work full-time in the United States; TECH5 USA does not provide visa sponsorship Must complete employment eligibility verification upon hire Core Competencies Demonstrates expertise in deploying and managing customer production systems, including legacy on-premises and SaaS products, with a strong focus on troubleshooting and support in cloud environments. Proficient in customer interaction, ticket management, and technical communication, ensuring high availability and reliability of systems. Highest-signal resume keywords Customer Support Experience Helpdesk Environment Experience SQL Scripting Knowledge DevOps Support Experience Automation and Scripting Skills Hard Skills PC Building and Troubleshooting Client-Server System Experience Basic Networking Concepts SQL Scripting Automation and Scripting (BASH, Python, Go) Soft Skills Excellent Time Management Organizational Skills Problem-Solving Skills Attention to Detail Ability to Explain Technical Systems Certifications & Qualifications Associates Degree in Information Technology Certification from a Trade-School Industry Keywords SaaS Products AWS GovCloud 24x7 On-Call Support Security Training Asset Management Tools & Technologies Salesforce Zendesk JIRA Remote Support Tools Logging and Alerting Systems #J-18808-Ljbffr Jobtailor