Support Engineer

• Provide onsite technical support for remote network engineering teams
• Troubleshoot network connectivity, PCs, IoT devices, printers, and related hardware
• Verify VLAN configurations and assist with wireless connectivity troubleshooting
• Check switch and router connections, cabling, ports, and device status
• Provide console access to network equipment using appropriate cables and tools
• Support network deployments, infrastructure upgrades, and post-deployment hypercare activities
• Diagnose and resolve technical issues while minimizing operational downtime
• Communicate findings, progress, and resolutions clearly to remote technical teams
• Maintain accurate documentation of onsite activities and completed work
• Travel frequently to assigned data centers based on project requirements

Network Support Technician

• Provide day-to-day management to a team of OnePACS Technical Account Managers (TAM) and Application Analysts (AA).
• Define key success criteria for technical client health by working with OnePACS TAMs, Application Analysts, Operations, and Development teams to create measurable health scores.
• Drive team development, including hiring, onboarding, career development, and performance management.
• Lead, coach, and empower the TAM and AA teams to succeed in their roles and adopt best practices.
• Assist the team in identifying technical inefficiencies for our clients and provide recommendations to enhance their use of our products.
• Communicate and collaborate effectively with other functional leaders by solving business challenges together, identifying growth opportunities, and collaborating to drive efficiency and effectiveness across the organization, while focusing on support.
• Maintain and own the technical relationship with the client leadership team for Experity’s clients.
• Meet with the client’s structured professionals, such as COO, CFO, and CEO, regularly and build relationships at multiple levels.
• Communication cadence to include attending Client Success Management's monthly business review meetings with the client’s management team and executive business reviews with the client’s structured professionals.
• Serve as a top-line escalation point for incidents or escalations raised by managed accounts.
• Partner with the wider Customer Success organization to identify, monitor, and report on trends.
• Managing technical relationships with customer stakeholders.
• Participating in QBRs/EBRs and customer reviews Driving account health plans and risk mitigation.
• Supporting renewals and growth opportunities with SAE/CSM.
• Acting as the primary technical escalation point.
• Monitoring adoption, utilization, and customer outcomes.
• Other duties as assigned.

PACS Technical Support Manager

• Effectively managing incoming emails, social media inquiries, and some inbound calls
• Building sustainable relationships of trust and generating help through open and interactive communication
• Providing accurate, valid, and complete information about guided meditation courses, meditation practices, app functionality, and partner policies
• Handling both client and/or partner feedback and/or complaints. Provide appropriate solutions and alternatives within Service Level Agreement requirements, and follow-up to ensure resolution
• Following communication procedures, guidelines, and policies. Research answers or solutions as needed
• Taking the extra mile to engage customers and act as a representative of the partner brand, truly becoming an expert in the partner's product and service
• Troubleshooting (walking customers through the app, and escalating anything that may be a bug and not just basic troubleshooting)

Technical Support Specialist – Healthcare

• 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

• Act as a first point of contact for technology issues—diagnosing problems, researching solutions, escalating when needed, and documenting each resolution (40%)
• Set up, modify, and remove user accounts, roles, rights, and permissions across multiple systems, applying access policies accurately and consistently (25%)
• Move fluidly between a wide range of applications, learning unfamiliar tools quickly and reasoning through problems methodically (15%)
• Author and update knowledge base articles, help build and maintain the support website, and create documentation that reduces future support volume (15%)
• Deepen understanding of our platforms, explore new technologies that could improve service, and handle student and employee information in accordance with FERPA and BYU-Pathway policies (5%)

Support Engineer jobs in Idaho

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Network Support Technician

PACS Technical Support Manager

Technical Support Specialist – Healthcare

Technical Support Engineer

Student Technical Support Specialist – Part-Time