Support Engineer

Deploy, manage, and support customer production systems for legacy on-premises and SaaS product offerings Support AWS GovCloud environments and user systems located at customer sites Install and configure TECH5-provided hardware and software Provide instruction and assistance to contracted support personnel Communicate with internal teams and customers to plan and review implementation status Monitor logging and alerting systems for high availability and reliability Develop processes and templates for customer project implementation Support deployment, documentation, repair, and troubleshooting of systems Share installation, configuration, remote connection, and contact data with Technical Support team members Participate in a 24x7 on-call shift rotation 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 product or service defects Assist engineering and quality assurance teams with test cases when assigned 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 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 Practical hands-on experience with building and troubleshooting personal computers and peripherals Understanding of basic networking concepts and ability to troubleshoot connectivity issues 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 Advanced knowledge of PC computing and general IT system management 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 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 Core Competencies Demonstrates expertise in deploying and managing customer production systems, with a strong focus on AWS GovCloud environments and client-server systems. Proficient in troubleshooting, automation scripting, and providing technical support while ensuring high availability and reliability. Highest-signal resume keywords AWS GovCloud Support Client-Server System Experience Automation and Scripting (BASH, Python, Go) Helpdesk Environment Experience Technical Support and Troubleshooting Hard Skills PC Computing System Management Troubleshooting SQL Scripting Network Connectivity Installation and Configuration Customer Support Documentation Asset Management DevOps Support Soft Skills Communication Customer Interaction Team Collaboration Problem Solving Instruction and Assistance Certifications & Qualifications Associates Degree in Information Technology Certification from Trade-School Industry Keywords SaaS Product Offerings On-Premises Systems High Availability Security Policies 24x7 On-Call Support Tools & Technologies Salesforce Zendesk JIRA Remote Support Tools Helpdesk Ticketing System #J-18808-Ljbffr Jobtailor