Support Engineer

• Own the team's ticket queue by reprioritizing and keeping focus on the highest-impact issues
• Lead escalations end-to-end, engaging clients directly and mobilizing internal resources
• Coach your team on problem-solving, critical thinking, and root cause analysis
• Align cross-functionally to surface and drive holistic solutions beyond the support team

Manager, Technical Support Engineering

• Provide Technical Support and assistance to end-users.
• Communicate effectively with end-users via ticketing system and email.
• Support Windows 10 based environment.
• Troubleshoot technical issues in an efficient manner.
• Deploy, troubleshoot, and manage multi-function printers.
• Deploy, troubleshoot, and manage mobile devices.

IT Technical Support

• Monitor the health and performance of customer accounts, integrations, and carrier connections across the ShipScience platform.
• Proactively identify accounts experiencing issues that could impact customer success or platform performance.
• Investigate synchronization failures, disconnected integrations, authentication issues, carrier account permission problems, and other operational exceptions.
• Ensure critical customer workflows continue to operate successfully and escalate issues when intervention is required.
• Help maintain platform reliability and operational excellence as ShipScience scales.
• Serve as the primary escalation point for complex technical support issues.
• Diagnose and resolve customer-impacting issues involving carrier integrations, ecommerce platforms, authentication systems, and data synchronization processes.
• Perform detailed root cause analysis to determine whether issues originate from customer configurations, carrier systems, third-party platforms, or ShipScience software.
• Partner directly with customers to resolve technical issues, including password resets, account permissions, and integration troubleshooting.
• Document findings and recommended resolutions for recurring issues.
• Work closely with Product and Engineering teams to identify, reproduce, and prioritize software defects.
• Create clear bug reports, technical documentation, and escalation summaries that accelerate resolution.
• Validate fixes and monitor production performance following deployments.
• Assist with incident response and operational troubleshooting when production issues arise.
• Act as a bridge between customer-facing teams and Engineering during issue investigation and resolution.
• Partner with the Level 1 Support team to investigate and resolve escalated customer issues.
• Coordinate directly with carriers and third-party partners when platform or account issues require external support.
• Help establish escalation procedures and support playbooks for recurring issue types.
• Improve internal knowledge sharing and operational readiness across Support and Customer Success teams.
• Serve as a technical resource for complex customer and carrier-related investigations.
• Leverage SQL, Omni, MotherDuck, Claude, and other internal tools to investigate customer issues and identify operational trends.
• Analyze production data to uncover patterns, detect anomalies, and proactively identify potential customer-impacting issues.
• Build reporting, dashboards, and monitoring systems that improve operational visibility.
• Develop metrics and alerting systems that help prevent issues before they affect customers.
• Design and implement scalable processes for monitoring, escalation, and issue management.
• Build operational tooling, workflows, and documentation that improve support efficiency.
• Create and maintain internal runbooks, troubleshooting guides, and escalation procedures.
• Identify opportunities to automate repetitive support and monitoring tasks.
• Help define the future structure and best practices of the Support Engineering function at ShipScience.

• Provides on-site and traveling IT support at Remote Site Support (RSS) and Learning Training Detachment (LTD) locations across CONUS and occasional OCONUS (e.g., Germany).
• Ensures classrooms, end-user devices, and local network connectivity remain fully operational, coordinating with the central POM/OMC IT Service Management team.

Site Support Technician

• Drive customer satisfaction by understanding customer needs and providing responsive service to reported problems, including account access, API integrations, code defects, log analysis, and first-line engineering support for Mobile Native iOS/Android and Mobile Web SDKs.
• Take end-to-end ownership of reported problems, including initial troubleshooting, root cause identification, and issue resolution.
• Communicate status updates to customers via phone and/or email within required Service Level Agreements (SLAs).
• Collaborate closely with Engineering, Infrastructure, and Data Science teams to resolve escalated customer issues.
• Leverage logs and monitoring tools to troubleshoot and proactively identify problems.
• Create, set up, and maintain monitoring scripts and reports to support implementation and customer support activities.
• Serve as a customer advocate and coordinate communication during critical incidents.
• Create and maintain process or troubleshooting documentation in the Technical Support knowledge base.
• Participate in team meetings, knowledge sharing, and process improvement initiatives.
• Model Socure’s embedded leadership competencies: continuous learning, effective communication, accountability, team development, decision making, and managing change.

Technical Support Engineer

• Install software patch remotely and verify proper functionality post upgrade.
• Responds to, evaluates and prioritizes assigned service orders and customer inquiries pertaining to hardware, software, networking, customer service and other computer-related technologies.
• Provides quality technical customer service in a professional, responsive, empathetic, reliable, patient, resourceful and assured manner.
• Effectively documenting all steps taken to service the request in the appropriate tracking system.
• Handles problem recognition, isolation, resolution, and follow-up for routine customer problems, escalating and/or collaborating to solve more complex issues to advanced team members or department management.
• Obtains and maintains proper vendor credentialing to service all customers in their respective coverage area as needed.
• Sets scheduled availability within systems so that notification of new work can be received.

MedTech Technical Support Representative

• Engineering Liaison: Act as a technical partner to Engineering and Product teams, not just reporting bugs but providing reproducible test cases, code-level insights, and proposed fixes.
• Root Cause Leadership: Own the post-mortem process for technical escalations, documenting complex RCAs and workarounds to build a robust internal knowledge base
• Strategic Incident Management: Manage and prioritize high-severity escalations based on business impact and SLA requirements, ensuring transparent communication with stakeholders.
• Systemic Improvement: Analyze ticket patterns to identify technical debt or recurring product flaws, proactively advocating for "fix-it" sprints with Product leadership.
• Technical Mentorship: Design and deliver technical training or "office hours" for front-line representatives to improve their diagnostic skills and reduce escalation rates.
• Observability & Tooling: Utilize and improve monitoring/observability dashboards (Datadog/Splunk) to identify issues before they are reported by customers.

Senior Customer Care Technical Support Engineer

• Help clients maximize their use of PIX and Flow Capture products
• Manage support requests and resolve technical issues across various platforms
• Provide support via in-person meetings, phone calls, and emails, including user training, setup, maintenance, and troubleshooting (applications, hardware, and networks)
• Work alongside a dedicated Client Team managing feature films, TV shows, networks, and studio campaigns
• Advise/Educate clients with project workflows, administration, and organization of materials
• Monitor client experiences and advise Customer Success Managers on issues or opportunities to enhance satisfaction
• Identify and implement process improvements and efficiencies
• Track, take ownership of, and resolve issues through to completion
• Participate in testing new products and features
• Engage in special projects as needed

Technical Support Specialist

• Integrate, use, communicate with available company resources and organizations to develop & manage projects related to HFS products that will offer value to customers and will make HFS the supplier of choice.
• Provide field support to facilitate the HFS products utilization, obtain full customer satisfaction and in the process understand customer needs.
• Organize product demonstrations at the different levels of customers’ organizations (from shop floor to engineering management).
• Manage with different plants the development projects to achieve the “going to market” phase in the planned time.
• Bring to customers company resources (from Tech Center capabilities to plant expertise) to solve complex issues and to differentiate HFS from competitors.
• Coordinate with account managers product presentations at customer organizations to highlight product characteristics and plants capabilities.
• Understand systems (fasteners with dedicated installation tools) functionality to offer to customers the full system and to always consider new products from the system perspective.
• Integrate different capabilities of the HFS plants and of the wide company product range to develop projects offering the whole spectrum of company competencies.
• Understand competition products and systems to compare, evaluate and determine actions and improvements of our product range if needed.
• Keep a constant watch on technological developments outside of the group which could bring innovation or collaboration opportunities.

Product Development Engineer

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
• Provide technical support to customers via phone, ticketing systems, and other support channels
• Troubleshoot software, networking, and system‑level issues with a strong focus on customer experience
• Continuously test Acre software and integrations to support quality assurance and product reliability
• Respond to incoming customer calls and technical inquiries requiring assistance
• Participate in an after‑hours on‑call rotation to support customers 24/7/365
• Maintain accurate documentation and records within support and ticketing systems
• Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes
• Create and maintain weekly or monthly reports as directed by leadership.

• Investigate high-level escalations by interrogating application logs, auditing system workflows, and performing code-level reviews
• Write and execute complex MySQL queries to identify data discrepancies and perform rigorous audits
• Diagnose and resolve HL7 and API failures to ensure real-time data synchronization between the Raintree platform and external EMR/EHR systems
• Improve the quality of new releases by identifying edge-case failures during the Beta phase

Technical Support Engineer – Tier 3, Healthcare/SaaS/EHR/MySQL

• Become an Iterable product expert.
• Answer customer questions over email, live chat, Zendesk and phone.
• Categorize customer inquiries.
• Write and update support articles.
• Escalate issues to Customer Success Managers and the Engineering team.
• Deliver excellent customer service to delight Iterable customers.

• Spearhead the definition of “technical customer support” at Finch and scale the team
• Shape how Finch is perceived by the developer community
• Manage technical and product issues and escalations to deliver a high level of developer satisfaction with Finch
• Thoroughly investigate and own issues by identifying the root cause, identifying symptoms, and quantifying its scope and severity
• Build cross-functional relationships with product, engineering, sales, and developer success to refine Finch’s value proposition in the developer community
• Become an authority on Finch’s API, products, and integrations to encourage developers to use our products more widely
• Write code samples, tutorials, and technical articles for the developer community

• Serve as a subject matter expert on the Pinterest API and Pinterest partner integrations
• Become an expert in Pinterest’s business products and how to best deploy them and troubleshoot them
• Lead the definition, development, and broad-scale adoption of Pinterest Integration products with key strategic partners
• Own technical relationships with Tier 1 partners and Enterprise Advertisers, providing bespoke support and driving complex technical projects end-to-end
• Provide proactive and reactive technical support through dedicated and scaled channels, ensuring a high level of customer satisfaction
• Provide on-call support coverage via on-call rotation schedule for Pinterest business solutions such as Measurement, Delivery etc.
• Lead complex engineering projects end-to-end — including new API launches, large-scale integration builds, and high-impact bug fixes — partnering with Engineering on design and delivery
• Develop and maintain performance and quality monitoring systems to ensure partner integrations are highly available
• Collaborate closely with Product Management and Engineering teams to develop and tailor products according to specific partner requirements
• Define the tools, processes, and documentation frameworks the team operates within
• Lead cross-functional initiatives that shape Pinterest's broader developer ecosystem, and mentor junior team members on technical and partner-facing work
• Lead AI-driven solutions and automations across the team, identifying opportunities and shipping systems that scale support and ops

Senior Technical Support Engineer

• Handle Level 2 Support: Manage complex customer issues on Intercom, including latences, errors (API issues), Fine tuning/batch jobs/features
• Ticket Escalation: Escalate technical, financial, or solution-specific issues to the relevant teams (Engineering, Finance, Solution)
• Knowledge Base Management: Build and update FAQs and knowledge resources to empower customer self-service
• Customer Communication: Provide clear, friendly, and proactive responses; follow up as needed,
• Process Optimization: Work with bot and human support to streamline responses and reduce ticket volume
• Customer Focus: Maintain a customer-centric approach, ensuring a positive and efficient experience, especially for mid-tier paying users.

Technical Support Expert

• Read, interpret, and act on automated RTE responses tied to coverage and authorization outcomes
• Perform root-cause analysis on coverage, eligibility, and business rule issues through resolution
• Manage business rule configuration, understanding downstream impact on denials and patients
• Collaborate across product, engineering, operations, coverage/eligibility, payer services, PMT, FCC, and tech deployment
• Support current book of business and new client implementations
• Write user stories with clear acceptance criteria
• Use SQL for data analysis and troubleshooting
• Create and maintain SOPs and documentation, leveraging AI tools where possible
• Monitor production environments and coordinate troubleshooting with vendors and internal IT
• Communicate with customers and stakeholders via ticketing systems, email, and meetings

Product Support Analyst II

• Tackle 40—60 support tickets per week, working across a wide range of technical and product-related issues to help customers succeed with Mux.
• Contribute to and improve upon Mux’s collection of documentation pages and guides, to help to improve customer experiences.
• Collaborate closely with the rest of the self-service team to improve Mux’s AI-support workflows.
• Build out enhanced tooling, macros, and run books for customer support pipelines.
• Drive long-term success for self-service customers via hands on interaction through tickets and occasional video calls.
• Build a feedback loop between Support, Engineering, Sales, and Product to ensure that customers’ voices are being properly amplified to other teams at Mux.

Customer Support Engineer

• Serve as the first point of contact for technical inquiries via phone and email
• Diagnose and resolve hardware connectivity issues involving printers, barcode scanners, and integrated payment terminals
• Utilize modern AI productivity tools to interpret complex technical logs
• Lead remote training sessions to guide customers through core software functions
• Maintain detailed records of customer interactions in the CRM
• Accurately document troubleshooting steps and identify when to escalate complex issues

Technical Support 1

• Act as the Ultimate Escalation Point: Serve as the senior technical resource for Level 1 and Level 2 help-desk technicians, resolving complex tickets efficiently and mentoring junior staff.
• Advanced Network Management: Troubleshoot, configure, and manage complex routing, switching, LAN, and WAN environments for a diverse portfolio of clients.
• Infrastructure Troubleshooting: Diagnose and resolve high-level system, server, and network outages, ensuring maximum up-time and minimal business disruption.
• Strategic Implementation: Assist in deploying, migrating, and upgrading client infrastructure, specifically focusing on networking hardware (firewalls, routers, switches) and cloud integrations.
• Documentation & Best Practices: Maintain impeccable documentation of client networks, configurations, and standard operating procedures (SOPs) to streamline future troubleshooting.

L3 Network Support Engineer – Remote

• Provide phone, chat, email and remote support for the Laserfiche software to resellers and customers.
• Maintain personal and departmental case load by responding to and working on cases within stated SLAs.
• Coordinate with Laserfiche development when cases require additional assistance.
• Report and file bug tickets that come up during troubleshooting.
• Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases.
• Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum.
• Watch and review videos of internal software training sessions and development meetings.
• Ensure all team members follow Laserfiche security policies and all other corporate policies, and safeguard Laserfiche classified information through appropriate data handling practices.
• Enroll and complete relevant product and technical training courses in the company’s Learning Management System.
• Participate in departmental training sessions in-person or remotely.

See all jobs on JobTailor

Manager, Technical Support Engineering

IT Technical Support

Support Engineer

Site Support Technician

Technical Support Engineer

MedTech Technical Support Representative

Senior Customer Care Technical Support Engineer

Technical Support Specialist

Product Development Engineer

Technical Support Engineer

Technical Support Engineer – Tier 3, Healthcare/SaaS/EHR/MySQL

Technical Support Specialist

Technical Support Engineer

Senior Technical Support Engineer

Technical Support Expert

Product Support Analyst II

Customer Support Engineer

Technical Support 1

L3 Network Support Engineer – Remote

Support Engineer I