Support Engineer I

USAN, Inc.

Support Engineer I supporting USAN’s software services solutions and AWS Managed Services clients. Ensuring smooth operation and rapid issue resolution in a 24x7 environment.

Posted 6/17/2026full-timeNorcross • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

AWSCloudITSM

About the role

Key responsibilities & impact

Join our dynamic team as a Support Engineer for USAN’s software services solutions and USAN AWS Managed Services clients.
Play an important part during the night shift in providing quality support to our clients, ensuring smooth operation and rapid resolution of issues within our 24x7 Help Desk and Network Operations Center.
Provide Tier 1 & Tier 2 support for USAN and its clients through documented processes and procedures.
Diagnose and resolve client service-impacting issues in a timely and efficient manner.
Work collaboratively with team members to effectively support our clients.
Document client interactions and issue resolutions promptly and accurately using our HALO ITSM solution.
Use documented procedures and resources to diagnose and resolve issues to ensure client satisfaction and support team effectiveness.
Escalate reported issues to Tier 3 support teams per documented processes as needed.
Conduct routine ticket audits in HALO ITSM to ensure overall ticket quality and closure.
Oversee outage recovery efforts, including customer notifications, managing conference bridges, and documenting outage timelines.
Monitor platform and application health using prescribed dashboards and diagnostic tools.
Audit internal procedures to ensure accuracy and relevance in the current production environment.

Requirements

What you’ll need

Strong technical aptitude and a passion for problem-solving.
Excellent communication skills, both verbal and written.
Ability to work effectively in a mission-critical, 24x7 environment.
Flexibility to work rotating shifts, including weekends, and holidays.
Commitment to attaining AWS Certifications (Cloud Practitioner, Solutions Architect, etc.).
A two-year college degree, technical school graduate, or two years of cumulative industry experience in a related field.
Prior experience in customer support or help desk role preferred.
Familiarity with AWS services and cloud-based solutions is a plus.

Benefits

Comp & perks

Competitive salary and benefits package, with opportunities for increased responsibility and compensation.
Access to ongoing training, certification programs, and professional development resources.
A dynamic and collaborative work environment that values innovation, teamwork, and excellence.
A supportive and collaborative work environment with a focus on team success and innovation.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Tier 1 supportTier 2 supportdiagnosing issuesresolving issuesticket auditsmonitoring platform healthdocumenting procedurescloud-based solutionsAWS servicesHALO ITSM

Soft Skills

problem-solvingcommunication skillscollaborationflexibilityclient satisfactionteam effectivenessattention to detailtime managementadaptabilitycustomer service

Certifications

AWS Cloud PractitionerAWS Solutions Architect