TAC Engineer I

Clever Devices

TAC Engineer I providing technical support for Clever Devices customers by troubleshooting software and hardware issues. Act as an advocate for customer requests across multiple shifts for technical assistance.

Posted 6/23/2026full-timeApex • New York, North Carolina • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
Responsible for handling Customer incidents/requests for technical assistance via phone or electronically.
Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake.
Diagnosis and resolution of Customer hardware and software issues.
Ownership of P1-P4 Customer Incidents through resolution, including working cross-functionally with other departments.
Identifies customer issues, finds solutions, or proceeds with the escalation process to upper-level TAC Engineers or other departments.
Provide remote technical assistance regarding software and hardware issues, installation, troubleshooting, and configuration of any Clever Devices provided products.
Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process.
Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner.
Maintains a positive customer service attitude.
Develops technical documentation, FAQs, and maintains a knowledge database.
Gain an understanding of Clever Devices’ workflow to better understand how to escalate issues and work with the team to put efficiencies in place.
Maintains up-to-date industry technical knowledge.
Works to stay current with Clever Devices solutions.
Actively participates in Team Meetings and provides training to others on the team as knowledge is developed.
Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives.
Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects.
Participates in the On-Call Rotation.

Requirements

What you’ll need

Bachelor’s degree in engineering, computer engineering, networking, or IT related preferred
High level of Customer Service attitude and aptitude.
Minimum 3 years of experience troubleshooting networking, software, hardware, and communications technologies.
Experience with networking, databases, and software application troubleshooting.
Understanding and ability to execute SQL queries and commands.
Experience working with an Incident Management System.
Strong Written and Verbal communications Skills.
Strong Time Management Skills.
Strong understanding of Microsoft and SQL servers.
Experience in a Call Center/Help Desk environment.
Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint).
Self-motivated and the ability to work independently.
Must be willing to travel for necessary trainings, on-site team meetings or customer visits (< 20% required).

Benefits

Comp & perks

health insurance coverage
wellness and family support programs
life and disability insurance
retirement savings plans
paid leave programs
education-related programs
paid holidays and time off

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingnetworkingsoftwarehardwareSQLIncident Management SystemMicrosoft Serverdatabasescommunications technologiestechnical documentation

Soft Skills

customer servicewritten communicationverbal communicationtime managementself-motivatedteam collaborationproblem-solvingtrainingpositive attitudeescalation

Certifications

Bachelor’s degree in engineeringBachelor’s degree in computer engineeringBachelor’s degree in networkingBachelor’s degree in IT