Traqq

Support Engineer

Traqq

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Join Sales and Success calls to answer technical questions, assist with setup, and guide customers through complex implementations.
  • Handle escalations from Sales, Success, and Support, including tickets, emails, calls, and screenshares.
  • Troubleshoot advanced issues involving APIs, MSI deployments, networking, MDM configuration, and integrations.
  • Provide clear and empathetic explanations that help customers understand solutions and next steps.
  • Diagnose complex technical issues and determine root causes.
  • Document findings, patterns, and solutions to improve internal knowledge and reduce repeat escalations.
  • Assist large customers with onboarding, especially those with extensive user bases or advanced deployment needs.
  • Help customers adopt features such as silent installation, Hubstaff’s API, tool integration, and payroll.
  • Develop scalable onboarding content that simplifies adoption, shortens time to value, and decreases support demand from end users.
  • Collaborate closely with Sales, Success, Support, and Engineering to ensure smooth handoffs and consistent customer experiences.
  • Contribute to internal tooling, documentation, and process improvements.

Requirements

  • Experience with APIs, scripting, and programming concepts
  • Basic understanding of software development lifecycle
  • Familiarity with MSI deployments, MDM configuration, and networking fundamentals
  • Understanding of security and compliance considerations
  • Ability to troubleshoot integrations and guide customers through setup
  • Comfort working with logs, system behavior, and technical diagnostics
  • Junior or Mid-level experience in SaaS support, DevOps, QA, systems engineering, or similar technical roles
  • Technical skill level close to a junior developer with strong customer-facing ability
  • Certifications in related fields are a plus but not required
Benefits
  • Fully remote role
  • Must work within the AMER timezone
Applicant Tracking System Keywords

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

Hard Skills & Tools
APIsscriptingprogramming conceptsMSI deploymentsMDM configurationnetworkingtroubleshootingsoftware development lifecycletechnical diagnosticsintegrations
Soft Skills
clear communicationempathyproblem-solvingcollaborationcustomer-facing abilitydocumentationprocess improvementroot cause analysisonboarding assistancetechnical guidance