Technical Support Engineer

Abstra

Technical Support Engineer providing customer assistance and troubleshooting for platform-related tasks. Collaborating with engineering teams and maintaining customer service standards.

Posted 4/14/2026full-timeRemote • 🇺🇸 United StatesJuniorWebsite

Tech Stack

Tools & technologies

CloudDNSLinux

About the role

Key responsibilities & impact

Provide first-level technical support via ticketing system, Slack, or email.
Assist customers with platform-related tasks including server reboots, firewall rule setup, network configuration, and system status checks.
Identify issues requiring escalation to Engineering or Infrastructure teams.
Provide detailed and complete escalation summaries including business impact, troubleshooting steps performed, relevant logs, and reproduction details.
Maintain communication ownership with the customer throughout the escalation lifecycle.
Contribute to internal and external knowledge base articles to reduce repeat issues and improve efficiency.
Participate in shift-based 24/7 coverage including weekends and holidays as required.
Meet defined SLAs for first response and resolution time.
Execute clean shift handoffs that include ticket status, customer impact, and next required actions.

Requirements

What you’ll need

Bachelor’s degree in computer science, Information Technology, or related field preferred.
1–3 years of experience in technical support, help desk, or customer-facing technical roles.
Working knowledge of Linux command line including file navigation, process monitoring, and log review.
Understanding of networking fundamentals such as IP addressing, ports, DNS, and firewall concepts.
Experience working within ticket management systems and SLA-driven environments.
Strong problem-solving skills, clear written and verbal communication abilities, and the capacity to work effectively in a structured 24/7 support model.
Preferred qualifications include experience supporting cloud or IaaS platforms, familiarity with virtualization or server concepts, and exposure to APIs or command-line tools.

Benefits

Comp & perks

Flexible working hours and remote work options
Opportunities for professional growth and development
A collaborative and inclusive work environment
The chance to work on impactful projects with a talented team
Excellent compensation in USD
Hardware and software setup

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Linux command linenetwork configurationfirewall rule setupIP addressingDNSticket management systemscloud platformsIaaSvirtualizationAPIs

Soft Skills

problem-solvingwritten communicationverbal communicationcustomer communicationteam collaborationtime managementattention to detailadaptabilityownershipefficiency improvement