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 Tier I/II technical support for Watchtower customers and end users
• Troubleshoot hardware, software, network, and mobile device issues across multiple environments
• Support Android, iOS, Windows, and Linux operating systems
• Diagnose and resolve Mobile Device Management (MDM) enrollment, configuration, compliance, and connectivity issues

Network Support Technician

• Managing a pipeline of commercial loan customers with real estate collateral in SFHA
• Life of Loan monitoring and managing the client’s flood experience post booking
• Evaluating and processing maintenance of loan life cycle points in SFHA
• Conducting compliance tracking and working with Third Party Insurance Vendor
• Engaging in peer quality reviews and collaborating with multiple lines of business

Senior Loan Support Analyst

• Provide advanced technical support and troubleshooting for telecom and networking solutions.
• Analyze, diagnose, and resolve complex technical issues across multiple technologies and platforms.
• Review, validate, and implement detailed technical designs and solutions.
• Lead technical assessments, solution delivery, and customer engagements.
• Coordinate installations, upgrades, migrations, and deployments of enterprise technology solutions.
• Investigate network performance issues using packet analysis tools such as Wireshark and PCAP traces.
• Collaborate with customers, project teams, and engineering groups to identify requirements and deliver effective solutions.
• Provide technical guidance and mentorship to team members and stakeholders.
• Develop and maintain technical documentation, knowledge articles, and best practices.
• Participate in knowledge-sharing initiatives and contribute to continuous improvement efforts.
• Support customer escalations and participate in on-call rotations as needed.
• Assist with pre-sales activities, technical proposals, and solution recommendations.
• Stay current with emerging technologies, telecom standards, and industry trends.

Senior Telecom Support 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.

Technical Support Engineer

• Own assigned customer support cases from initial investigation through resolution or escalation.
• Troubleshoot issues involving device enrollment, endpoint agents, patch deployment, software installation, policy execution, and script behavior.
• Review logs, endpoint configuration, network settings, permissions, and security controls to identify likely root causes.
• Support customers across Windows, macOS, and Linux environments, with an emphasis on practical troubleshooting and clear next steps.
• Help customers identify environmental blockers such as proxies, firewalls, SSL inspection, antivirus, EDR/EPP tools, allowlisting gaps, certificate issues, or permission restrictions.
• Communicate clearly and empathetically with customers, tailoring technical detail based on the audience, urgency, and account context.
• Gather complete escalation details for Engineering, including logs, reproduction steps, configuration details, customer impact, and severity.
• Create and update internal and customer-facing knowledge base articles, troubleshooting guides, and support playbooks.
• Partner with Support teammates, Customer Success, Product, and Engineering to improve workflows, reduce customer friction, and strengthen the support experience.

Associate Technical Support Engineer

• Triaging incoming support tickets, assessing severity, and ensuring accurate prioritization within SLA windows
• Serving as the primary point of contact for customers, providing clear and timely status updates throughout the resolution lifecycle
• Troubleshooting application issues by reviewing logs, configurations, and data to isolate root cause before escalating to engineering
• Escalating complex or high-impact issues to engineering with complete, well-documented context to accelerate resolution
• Documenting issues, investigation steps, and resolutions in the ticketing system to maintain an accurate support record
• Identifying patterns across tickets to surface recurring issues and contribute to proactive knowledge base improvements
• Collaborating cross-functionally with engineering, product, and professional services teams to resolve customer-impacting issues
• Leveraging scripting or custom configuration capabilities to fulfill customer requests (a plus, not required)

Application Support Analyst

• Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues
• This position performs repairs to software or peripheral equipment configurations, following design or installation specifications
• Support Technicians escalating issues to senior staff members
• The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must
• Occasional training of end users and new team members is required
• Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment
• Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability
• Attention to detail is required to complete tickets in accordance with company standards
• The desire to learn and the ability to absorb new skills and information are key to this position

IT Support Technician

• Provide technical support to customers via ticketing systems, email, Zoom, and other communication channels.
• Troubleshoot, investigate, diagnose, and resolve platform, environment, connectivity, and user-related technical issues.
• Take ownership of customer issues and drive them through resolution in a timely, professional, and customer-focused manner.
• Collaborate closely with Engineering, Product, Customer Success, and Sales teams to escalate and resolve complex technical cases when needed.
• Build strong customer relationships by educating customers on platform capabilities, best practices, and product functionality.
• Monitor customer environments and identify recurring issues, trends, and opportunities for improvement.
• Maintain accurate documentation of customer interactions, troubleshooting steps, resolutions, and internal knowledge base articles.
• Support internal processes and contribute to improving support workflows, tools, and overall customer experience.
• Continuously develop technical knowledge and product expertise to stay up to date with platform updates and new features.
• Ensure timely communication and updates to customers throughout the support process.

Technical Support Analyst

• Manage relationships and collaboration between Support, Product Management, and Engineering groups to troubleshoot reported incidents, system outages, and complex escalations
• Provide an exceptional customer experience during technical support calls, emails, and chat interactions to help ensure seamless system performance
• Create technical documentation to serve as a job aid and expand the knowledge base for other technical professionals
• Train and mentor other innovators through both formal and informal program structures

Ecosystem Technical Support Specialist

• Provide responsive 24x7x365 world class technical customer service and support for service requests, phone calls and email inquiries.
• Utilize and maintain knowledge, troubleshooting guides and self-help resources for internal team and external customer usage.
• Contribute to continuous improvement, problem management, root cause and corrective action (RCCA) activities to improve customer satisfaction, reduce repetitive issues, and eliminate negative impacting events.
• Draft and publish global communications for unplanned events.
• Continuous learning by staying up to date with new software/hardware products, features and Information Technology (IT) support methods.
• Be a resource and partner with cross functional and matrix organization team members in delivering superior customer service and support.

Technical Product Support Analyst – Associate, Experienced

• Engage with customers to provide technical assistance, troubleshooting, and best-practice guidance.
• Diagnose, reproduce, and resolve issues related to agent connectivity, device enrollment, patch deployment, software installation, policy execution, scripting, operating system updates, and endpoint communication.
• Gather logs, validate defects, and submit clear, actionable bug reports to Engineering.
• Collaborate cross-functionally with Engineering, Customer Success, Professional Services, and Product teams to resolve customer issues, share technical insights, and improve the overall customer experience.
• Provide timely, accurate, and empathetic customer communication.
• Create and maintain knowledge base articles, internal troubleshooting runbooks, and documentation that improve support quality and customer self-service.
• Stay current on Automox product capabilities, operating system updates, endpoint management practices, security tools, and relevant IT technologies.
• Participate in a rotating after-hours on-call schedule for critical customer issues, with defined escalation paths and severity criteria.
• Contribute to internal initiatives that improve support workflows, diagnostic tooling, documentation, escalation processes, and team efficiency.

• Act as the dedicated technical lead for enterprise customers, spearheading the resolution of complex cloud issues and Microsoft Azure integrations.
• Architect and develop sophisticated performance telemetry dashboards using web development tools to provide customers with proactive system stability insights.
• Collaborate directly with cloud engineering and solutions architecture teams to advocate for customer needs and drive issues through the development lifecycle.
• Provide strategic guidance on database customizations and operational best practices to enhance software effectiveness and business alignment.
• Manage high-priority support cases with rapid response times, ensuring enterprise-level service delivery and continuity across complex workflows.

Enterprise Support Engineer

• Provide technical support to PWT sales and customers.
• Respond to design questions.
• Develop engineered solutions to complex design conditions.
• Meet or exceed the Engineering Service Level Agreement (SLA).

• Providing direct support to priority customers and partners using HID PACS products, solutions, and tools
• Acting as a senior escalation point for complex technical and non-technical customer issues
• Ensuring SLAs are defined, met, and continuously improved
• Delivering proactive communication and guidance to customers to ensure successful outcomes
• Representing HID in critical customer situations, including those outside the formal strategic portfolio
• Partnering with Sales and Pre-Sales on customer needs, opportunities, and account growth
• Providing structured feedback to Product Management and Engineering on product performance and enhancements
• Participating in product lifecycle activities including triage, service pack planning, and new product development
• Driving product supportability requirements and ensuring successful support readiness at launch
• Establishing governance models for escalations and operational performance
• Monitoring and communicating updates, status, and resolution progress to stakeholders
• Building strong, trust-based relationships with priority customers, ensuring high satisfaction and loyalty
• Defining and implementing effective ways of working with strategic customers
• Collaborating cross-functionally (Sales, Pre-Sales, Engineering, Product Management) to align priorities
• Influencing product roadmaps through customer insights and supportability requirements
• Strengthening technical capabilities of support teams through coaching, knowledge sharing, and hands-on engagement
• Developing scalable support processes, tools, and best practices
• Ensuring technical support teams are prepared for new products and evolving customer needs
• Driving continuous improvement across support operations using KPIs and data-driven insights
• Championing a customer-centric culture across HID Global.

Strategic Customer Technical Support Director

• Act as the primary point of contact for our external facing teams.
• Investigate "stuck" orders or inventory sync issues.
• Learn to perform "Customer Change Requests" (CCRs).
• Translate customer frustrations into clear reports for engineers.
• Participate in the Weekly Operational Health Sync.

Technical Support Liaison

• Provide technical support for two-way radio systems
• Diagnose and troubleshoot hardware and signal issues
• Support customers in configuring their radios for optimal use
• Deliver clear, patient guidance to customers
• Research third-party accessories and radios
• Assist customers in selecting appropriate radio equipment
• Conduct training sessions or demonstrations for users
• Maintain documentation of support cases

Technical Support Specialist

• Provide first-level technical support to team members via phone, email, or in-person.
• Ensure timely and effective resolution of hardware, software, and network issues.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Assist in the setup and maintenance of user accounts and permissions.
• Document and track issues and resolutions in the ticketing system.
• Escalate complex issues to higher-level support.
• Maintain an inventory of IT equipment and software licenses.
• Provide training and support to employees on IT-related topics.
• Participate in IT projects and initiatives as required.

IT Support Technician II

• Monitoring overall performance of assigned digital application products
• Handling customer issues through resolution
• Providing technical support for the dealer tools applications
• Service level manager for the managed service providing application support
• Incident management: identification, prioritization, investigation, troubleshooting, debugging of complex issues
• Change management: manage change tickets and activities to implement bug fixes
• Problem management: coordination/communication of problem management activities
• Resolution of commitments: formally document issues and provide follow-up on resolution process
• Stay current with all digital products and applications

Lead Technical Support Engineer

• Support IT operations by maintaining technology equipment
• Maintain IT tickets by finding solutions and updating within the system
• Troubleshoot general issues and provide detail in solutioning
• Configure and maintain technology
• Understand technical documentation and follow IT procedures
• Develop and track technology equipment and processes

See all jobs on JobTailor

Manager, Technical Support Engineering

Network Support Technician

Senior Loan Support Analyst

Senior Telecom Support Engineer

Technical Support Engineer

Associate Technical Support Engineer

Application Support Analyst

IT Support Technician

Technical Support Analyst

Ecosystem Technical Support Specialist

Technical Product Support Analyst – Associate, Experienced

Technical Support Engineer

Enterprise Support Engineer

Support Engineer

Strategic Customer Technical Support Director

Technical Support Liaison

Technical Support Specialist

IT Support Technician II

Lead Technical Support Engineer

IT Support Technician