Technical Support Engineer II

Technical Support Engineer II

Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of Transact Campus + CBORD, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission-critical work.

We strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.

Our success and growth are directly attributed to our people. Our newly named company is dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

As a Technical Support Engineer II, you will be the technical problem-solving expert for our customers across healthcare, higher education, and corporate environments. You'll diagnose complex technical issues, provide comprehensive solutions, and ensure our customers achieve maximum value from their Illumia technology investments. This role combines deep technical expertise with strong customer relationship skills to deliver exceptional support experiences.

Job Summary / Purpose

The Technical Support Engineer II serves as the frontline technical problem-solving expert, diagnosing and resolving complex software and hardware issues for customers in mission-critical environments across healthcare, higher education, and corporate campuses. This role is responsible for delivering exceptional technical support, contributing to knowledge sharing, and driving process improvements that enhance overall support delivery.

You'll collaborate closely with your Support Manager and fellow Technical Support Engineers within your specialized team (Healthcare, Higher Education, Payments, or Food Services). You'll regularly interact with Customer Engineers, Technical Success Engineers, and Technical Account Managers to ensure seamless customer experiences. Cross-functionally, you'll work with Product Management, Engineering, and Quality Assurance teams to escalate complex issues and contribute to product improvements.

You'll also interface directly with customers ranging from IT administrators and system integrators to end-users in hospitals, universities, and corporate campuses, requiring excellent communication skills across diverse technical backgrounds.

Key Responsibilities and Duties

• Troubleshoot software and hardware issues across Illumia's product portfolio for customers in healthcare, higher education, and corporate environments.
• Collaborate with internal teams to resolve escalated cases and ensure timely resolution.
• Document solutions and contribute to the knowledge base for team-wide learning and efficiency.
• Drive process improvements that enhance overall support delivery and customer satisfaction.
• Serve as a trusted technical advisor to customers in mission-critical environments across Illumia's diverse product portfolio.

What you bring to the table

• Practical experience in Information Technology, Engineering, or related technical field
• 2-4 years of technical support or software troubleshooting experience
• Strong analytical and problem-solving skills with attention to detail
• Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
• Experience with SQL databases and basic query writing
• Familiarity with Windows and/or Linux server environments
• Understanding of web technologies ( APIs, web browsers)
• Customer service orientation with patience and empathy
• Ability to work independently and manage multiple cases simultaneously
• Willingness to learn new technologies and adapt to changing environments

Preferred Qualifications

• Bachelor's degree in Computer Science or related field of study
• Experience in healthcare, higher education, or financial services technology
• Knowledge of payment processing systems and PCI compliance
• Familiarity with campus card/ID systems or access control technologies
• Experience with enterprise software integrations and APIs
• Understanding of network fundamentals (TCP/IP, DNS, firewalls)
• Experience with ticketing systems and customer support tools
• Previous experience in mission-critical environments

Essential Functions of the job

The duties and responsibilities described in this job description are intended to represent the essential functions of the position as defined under applicable federal, state, and local labor laws, including the Americans with Disabilities Act (ADA). These functions are the fundamental job duties required for successful performance.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions unless such accommodations impose an undue hardship on the organization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties may be added, removed, or modified at any time in accordance with business needs and applicable law.

What is good to know

This role may require occasional evening or weekend work to support customers in different time zones or during critical system implementations. Some travel may be required for on-site customer support or training opportunities (typically less than 5%). The position offers significant growth opportunities within our three-group structure, with clear advancement paths to Senior Technical Support Engineer and specialized roles in Customer Engineering or Technical Success.

Competencies and Behaviors

• Collaboration, adaptability, problem-solving, customer focus, technical curiosity, and continuous learning.
• Demonstrates integrity, respect, and an entrepreneurial spirit aligned with Illumia's core values.
• Humble: The right leaders for Illumia don't need to own the spotlight — they share credit, define success collectively, and are quick to elevate the contributions of others. This is a company that still writes its story. The leaders who thrive here find energy in building something together, not in being recognized as the smartest person in the room.
• Hungry: We are not looking for caretakers. We are looking for leaders who are restless about what's possible, self-motivated to close the gap between where we are today and where we need to be, and who are already thinking about the next opportunity before anyone asks.
• Smart: At Illumia, our leaders must operate across a complex, distributed organization spanning multiple product lines, two legacy cultures, and thousands of customers with competing priorities. Technical skills matter, but the ability to read a room, build trust across functions, and bring people along is what separates a great leader from one who burns the organization out.

This position is classified as non-exempt under the Fair Labor Standards Act (FLSA) and applicable state wage-and-hour laws.

What you get when you join our team

• Flexible time off to include paid holidays and volunteer time.
• Robust health, dental, and vision insurance plans on your first day of employment
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance
• Comprehensive employee assistance program (EAP)
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.