Technical Support Engineer

Irth Solutions

Technical Support Engineer providing advanced technical support, troubleshooting, and solutions for customer technical issues. Collaborating with teams to improve service delivery and customer experience.

Posted 5/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

LinuxMacOSPython

About the role

Key responsibilities & impact

Advanced Technical Support:
- Respond to and resolve customer inquiries and technical issues via phone, email, or conference calls.
- Troubleshoot and diagnose complex hardware, software, and network problems.
- Provide solutions and workarounds for technical issues, ensuring minimal disruption to customer operations.
- Escalate unresolved issues to higher-level support or specialized teams when necessary.
System Alerts and Ops Log Management:
- Monitor system performance and ensure optimal operation including Ops Log, Parsing/No CDCs and Transmissions
- Manage Freshdesk case volumes per policy .
- Responsible for parsing errors, audits and No CDC;s
Customer Engagement and Communication:
- Maintain clear and effective communication with customers to understand their technical needs and issues.
- Provide timely updates and follow-ups to customers regarding the status of their issues.
- Document customer interactions, issues, and resolutions for future reference.
- Develop and maintain technical documentation and user guides.
Collaboration and Team Support:
- Work closely with other technical support engineers and IT teams to resolve complex issues.
- Collaborate with development and QA teams to identify and resolve software bugs and improve product quality.
- Participate in team meetings and contribute to the continuous improvement of support processes and procedures.
Training and Knowledge Sharing:
- Train and mentor other technical support staff.
- Share knowledge and best practices with the support team to enhance overall technical expertise.

Requirements

What you’ll need

Education:
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred
Experience:
- Minimum of 3-5 years of experience in technical support, IT support, or a related role.
- Experience in troubleshooting and resolving complex technical issues.
Technical Skills:
- Proficiency in operating systems (Windows, macOS, Linux).
- In-depth knowledge of networking protocols, hardware components, and software applications.
- Experience with remote support tools and help desk software.
- Familiarity with scripting and automation tools (e.g., PowerShell, C+, Python, Bash).
Soft Skills:
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and collaboratively within a team.
- High level of patience and customer-oriented approach.
Physical Requirements/ Working Conditions:
- Ability to sit at a desk and computer screen 90% of the shift and answer/talk on the phone Willingness to work flexible hours, including evenings and weekends, if required ability to work On Call rotation (week long rotation)
- Work is typically performed in an office environment
- May require working under pressure during system outages or critical issues.

Benefits

Comp & perks

**Life at Irth**
· Join a dynamic, growing company that is well respected in its industry.
· Competitive salary
· Health plan options include medical, dental, & vision
· 401k + company match
· Flexible PTO policy plus company-paid holidays
· Benefits include life insurance, pet insurance, discounts and perks programs
· Generous one-time “work from home” stipend to get you started
· Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings
· Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingdiagnosing hardware problemsdiagnosing software problemsdiagnosing network problemsoperating systemsnetworking protocolshardware componentssoftware applicationsscriptingautomation tools

Soft Skills

problem-solvinganalytical skillscommunication skillsinterpersonal skillsindependent workcollaborative workpatiencecustomer-oriented approach