Technical Support Engineer

Role Overview Globys, a division of Harris, is seeking a Technical Support Engineer with genuine technical depth who investigates, diagnoses, and resolves complex customer issues at Tier 1 and Tier 2. This role is the primary technical point of contact for our international carrier customers (AT&T, Telstra, TELUS, OneNZ, and others) and demands someone comfortable writing SQL queries to reproduce data anomalies as well as guiding a client through a configuration fix. You will own tickets end-to-end, escalating to Tier 3 engineering only for confirmed code defects or infrastructure issues. Success is measured by your self‑resolution rate, response quality, and documentation thoroughness. This remote role is open to US candidates in the Central Time Zone. Salary: $65K - $75K. Mindset We’re Hiring For We are looking for someone who is hungry, resourceful, and self‑directed. When faced with a wall, you don’t wait for an answer; you find it. If the internal knowledge base doesn’t have the solution, you search documentation, experiment in a test environment, or use every available tool—including AI—to reason through the problem. You ask better questions, dig deeper, and keep going until you understand, then document the knowledge so the next person has it easier. AI & Modern Tooling – A Core Expectation Globys is an AI‑enabled organization. Technical Support Engineers must be fluent and intentional AI users, not passive ones. Use AI as a reasoning partner: bring your analysis, context, and hypothesis, then let AI help you pressure‑test it, explore edge cases, and find new angles. When documentation is incomplete, use AI‑assisted search and synthesis to surface related patterns, validate findings, draft RCA documents, and write precise updates. Generate, review, or debug SQL queries and scripts with AI, but own and verify every line before running it in a customer environment. Provide clear, accurate solutions and don't rely on unvalidated AI outputs. Impact Serve as the primary technical contact for Globys’ international carrier customers, triaging, reproducing, and resolving Tier 1/2 issues without requiring engineering escalation unless a confirmed software defect or infrastructure failure is identified. Diagnose and resolve issues across web application layers: front‑end behavior, API responses, data ingestion anomalies, configuration errors, and portal access problems. Write and execute SQL queries against relational databases to investigate data discrepancies, validate expected behavior, and support Root Cause Analysis. Reproduce customer‑reported issues in non‑production environments; develop and communicate workarounds while permanent fixes are in progress. When existing documentation does not cover an issue, research technical forums, vendor documentation, related codebases, and use AI‑assisted research to surfacing parallel patterns—then build the missing documentation. Deliver clear, technically substantive RCA documentation for each major incident suitable for carrier‑level customers. Create and maintain knowledge base articles, runbooks, and troubleshooting decision trees; treat documentation as a first‑class deliverable. Respond to customer inquiries within SLA thresholds; provide daily written status updates on all active incidents. Produce daily shift handoff reports and participate in cross‑functional syncs with Engineering, QA, and Operations. Identify systemic product issues through trend analysis and proactively surface them to Engineering with supporting data. Cover on‑call responsibilities for critical incidents outside standard shift hours as defined in the rotation. Continuously improve your technical depth by exploring product internals, studying related technologies, and closing knowledge gaps during slow periods. What This Role Is Not Not a help desk or Tier 1 call center role – you are the technical decision‑maker, not a first‑touch router. Not a role for someone who reads the knowledge base, finds no entry, and opens a ticket for someone else to handle; if it’s not there, you find it another way. Not a role for passive AI use; copy‑pasting AI outputs without understanding or verification is a performance issue, not a shortcut. Requires genuine curiosity and comfort with ambiguity – customer issues may not arrive with reproduction steps attached. Not suitable for individuals whose experience is primarily scripted troubleshooting or ticket forwarding. What We Are Looking For 2‑4+ years in a technical support, application support, or SaaS support role where you resolved issues—not just routed them. Intermediate SQL proficiency: JOINs, sub‑queries, aggregations, and the ability to investigate real‑world data problems independently. Working knowledge of web application architecture: how requests flow from browser to API to database, familiarity with REST APIs, JSON. Hands‑on experience troubleshooting web‑based applications—inspecting network requests, reading server logs, interpreting error codes. Demonstrated self‑sufficiency: a track record of solving undocumented problems without waiting to be handed the answer. Active, practical use of AI tools (ChatGPT, Claude, Copilot, or equivalent) in a professional context—prompting, validating outputs, and accelerating thinking without replacing it. Excellent written communication: clear incident summaries for carrier executives and precise technical handoffs for engineers, all within the same day. Ability to manage multiple active incidents simultaneously without losing quality or urgency. Bachelor’s degree in Computer Science, Information Systems, or a technical discipline—or equivalently demonstrated technical experience. Preferred Qualifications Experience supporting B2B SaaS platforms, telecom billing systems, or enterprise portal solutions. Scripting ability in at least one language (Python, PowerShell, or Bash)—bonus if you’ve used AI tools to help write, debug, or optimize scripts. Exposure to ITSM tools (Jira, Zoho, ServiceNow) for ticket management and reporting. Familiarity with API testing tools (Postman, curl) to isolate issues at the integration layer. Experience with log analysis and monitoring tools (Splunk, PagerDuty, Elastic, or similar). ITIL Foundation, CompTIA Network+, or AWS Cloud Practitioner certification. Telecom industry background—understanding how carriers provision business customers and manage mobility/data plans. Benefits 3 weeks’ vacation and 5 personal days. Comprehensive Medical, Dental, and Vision benefits from your first day of employment. Employee stock ownership and RRSP/401k matching programs. Lifestyle rewards. Remote work. About Globys Globys engineers and delivers world‑class B2B portal solutions for the world’s largest telecom carriers, including AT&T, Lumen, One.NZ, TELUS, and Telstra. Our integrated B2B Portal Solution brings carrier data systems together and is tailored to business users’ needs, enabling and optimizing bill presentment, analysis, and payment processes for telecom devices and expenses. The platform supports complex carrier and end‑user challenges, backed by a global client base and a strong reputation for transforming digital experiences. About Harris Harris is a leading provider of mission‑critical software to the public sector in North America and a wholly owned subsidiary of Constellation Software Inc. (CSI). Harris supports utility, local government, school districts, public safety, and healthcare software verticals, while continuing to grow through reinvestment and strategic acquisitions. Legal Notice Globys is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. #J-18808-Ljbffr