Support Engineer

• Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers.
• Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes.
• Representing the organization as an SME/Technical Lead in internal and external correspondence
• Managing partners integration and Beta Support
• Participating in our on call schedule (~2 occurrences per quarter).

Product Support Engineer

• Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues
• Educate customers on the best product usage, ensuring they maximize the value out of it
• Setup Zoom calls with customers to resolve issues, improve their experience, and enhance product adoption
• Support the customer success and sales teams on sales, retention, and expansion motions
• Work with our developers to identify defects and opportunities for product improvement
• Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure
• Provide an analysis of our existing customer base to avoid and minimize risks in the install base
• Define and inspire changes to our product with our development engineering team based on feedback from customers and customer usage
• Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do
• Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis

Technical Support Engineer

• Provide technical support to our clients via phone, email, and remote access tools
• Troubleshoot and resolve technical issues related to our online training platform
• Collaborate with other team members to identify and address system and network issues
• Monitor and maintain the performance of our online training platform
• Document and track all support requests and resolutions in our ticketing system
• Communicate with clients in a professional and timely manner to provide updates on support requests
• Assist with the testing and implementation of new features and updates to our training platform
• Stay up-to-date with industry trends and advancements in technology to continuously improve our systems and processes

IT Support Analyst

• Provide technical support to users via tickets, chat, and community forums.
• Diagnose and troubleshoot issues related to n8n, including workflow execution, integrations, and performance.
• Collaborate with the engineering team to escalate and resolve complex technical challenges.
• Create and maintain documentation, FAQs, and knowledge base articles.
• Identify common issues and work on solutions to improve product reliability and user experience.
• Contribute to the community by answering questions and sharing best practices.

Senior 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

• Respond to user-reported IT issues via helpdesk tickets, phone, or in-person, providing first-line troubleshooting for desktops, laptops, printers, scanners, and other peripherals.
• Handle escalated IT issues from Level 1 support, performing in-depth troubleshooting for desktops, laptops, servers, printers, and specialized peripherals used in manufacturing and engineering.
• Install, configure, and upgrade hardware and software, including advanced operating systems, enterprise applications (e.g., Microsoft Office 365, ERP systems like SAP), and engineering tools (e.g., CAD/CAM software, simulation programs).
• Diagnose and resolve network problems, including LAN/WAN configurations, switches, routers, firewalls, and integration with industrial control systems such as PLCs, SCADA, and IoT networks.
• Conduct proactive system maintenance, including patch management, performance tuning, backup and recovery procedures, and security audits to safeguard against disruptions in production and engineering processes.
• Set up and maintain advanced audiovisual and collaboration systems for engineering design reviews, virtual meetings, and training sessions.
• Maintain detailed documentation of IT incidents, resolutions, configurations, and system changes in the ticketing system, contributing to knowledge base development.
• Collaborate with Level 3 engineers, IT managers, and external vendors to resolve high-level issues, implement new technologies, and support facility-wide IT projects.
• Ensure adherence to IT governance, cybersecurity best practices, data protection regulations, and manufacturing standards (e.g., ISO 9001, cybersecurity frameworks like NIST).
• Provide training and mentorship to Level 1 technicians and end-users on advanced IT tools, troubleshooting techniques, and security awareness.
• Manage IT inventory, asset lifecycle, and procurement processes, including evaluating and recommending hardware/software for manufacturing and engineering needs.

IT Support Technician

• Serve as first point of contact for IT issues across the company
• Ensure all IT-related inquiries are handled in a professional and supportive manner
• Troubleshoot PC/laptop related problems via phone or by using remote tools
• Identify and escalate issues to the correct members of the technical team
• Logging and managing incidents and service requests via the standard ITSM tools and guidelines
• Follow up with customer’s status and information as problems are resolved
• Work with external vendors to perform advanced troubleshooting
• On-board, migrate, and off-board users according to service levels
• Perform system administration for IT infrastructure by installing upgrades and regularly released patches
• Ensuring hardware and software assets are recorded properly in asset registers

• Serve as the primary Clinical AI product line technical support resource.
• Provide first-level support for Clinical AI products and healthcare IT systems, troubleshooting and resolving escalated technical issues.
• Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.
• Collaborate with Level two support, Strategic Account Support, IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.
• Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.
• Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
• Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.
• Ensure compliance with healthcare regulatory standards and internal IT policies.
• Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.
• Deliver product and service training to administrators, service-level users, and customers as needed.
• Perform DeepHealth Clinical AI product system updates, upgrades, and maintenance activities.
• Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.
• Integrate and support solutions within public cloud environments and DeepHealth platforms.
• Design, implement, document, and support technical solutions that meet customer and organizational requirements.
• Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.
• Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
• Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

• Provide the best possible support and customer service to our clients.
• Handle requests submitted by customers, prioritizing and escalating tickets as required.
• Log and track support requests in ConnectWise, providing follow-up to ensure issues are resolved.
• Submit semi-monthly timesheet and expense reports.
• Participate in various call center groups and provide on-site assistance as needed.
• Perform audits of customer information and systems as necessary.

IT Support Engineer

• Receives specimens from couriers and checks manifests to verify appropriate count
• Logs and assigns accession numbers to specimens and requisitions received
• Sorts and triages requisitions and specimens to appropriate workstation
• Answers telephones and communicates pertinent information
• Performs minor troubleshooting of pneumatic tube through computer
• Registers patients for a variety of laboratory procedures
• Processes specimens including centrifugation, pour-off, aliquoting, labeling
• Maintains accurate records of processes performed, using manual and computer-based systems

Lab Support Technician II, Central Processing

• Become an expert on Samsara’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
• Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
• Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
• Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users.
• Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
• Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

• Support our commercial teams so our customers are successful by answering the toughest data questions internally around what datasets mean, and the nuanced limitations of how to use them.
• Collaborate closely with our engineering team to build our AI data context layer with evals. This requires deep understanding of the data and great technical writing skills. This role should help drive what our eval designs even are to measure agent quality.
• Help drive what tooling we need to build in our data products to support data explainability.

• Become an Iterable product expert for our Premier customers.
• Provide top-tier customer service to delight them.
• Build and maintain strong customer relationships, driving successful business outcomes by understanding their use cases and architecture.
• Answer customer inquiries through email, live chat, Zendesk, and phone.
• Categorize and prioritize customer inquiries.
• Write and update support documentation.
• Escalate complex issues to Customer Success Managers and the Engineering team.
• Present support topics in customer meetings, such as Quarterly Business Reviews.
• Share your expertise across the Support team and other departments at Iterable.
• Lead projects to address technical or process gaps for yourself or the team.

Senior Technical Support Specialist

• Create, edit, and maintain high-quality technical documentation and customer communications for all Medi-Span products
• Drive collaboration with Product Management, Clinical Content, Engineering, Implementation and other stakeholders to gather information and ensure accuracy and completeness of documentation
• Support relevant healthcare regulatory requirements (e.g., HIPAA, FDA guidelines, CE Mark/Medical Device Regulation)
• Follow industry best practices in technical writing for healthcare technology
• Manage the stakeholder review process
• Focus on the customer
• Understand the purpose and user-level impact of new products and features
• Conduct usability testing to ensure documentation meets user needs
• Manage multiple documentation projects simultaneously, ensuring timely delivery and adherence to project deadlines
• Maintain overall plan for documentation deliverables
• Develop and implement content strategies that enhance user understanding and engagement
• Optimize content for readability, accessibility, and customer self-service
• Identify and execute opportunities for documentation and process improvements
• Contribute to our collaborative and supportive team culture by sharing best practices in healthcare technology documentation

Senior Technical Writer – Clinical Decision Support

• Develop deep, working knowledge of our products as they operate in real customer environments
• Own complex customer issues escalated beyond L1/L2 support
• Diagnose ambiguous or emergent product behavior involving configuration and permissions, data pipelines and integrations, and third-party vendor systems
• Drive issues to resolution end-to-end, including workarounds and follow-ups
• Own ongoing relationships with payment processing partners and serve as the primary point of contact for expected behavior and integration clarifications
• Advocate internally with vendor contacts to ensure our integrations remain supported and our needs are understood
• Oversee the operational health of cross-client uploads and data integrations
• Contribute to product documentation and maintain integration documentation
• Identify recurring issues, friction points, and integration risks

• Transport, install, configure, and decommission technical equipment and systems
• Perform diagnostics to identify and resolve hardware, software, and telecom issues
• Provide responsive support to end users for computers, applications, and communication systems
• Accurately document issues, resolutions, and support activities in ticketing systems
• Monitor and maintain inventory levels for equipment and accessories

Travel Support Technician I

• Act as primary escalation point for complex technical issues including network and server configurations
• Identify, diagnose, and resolve network problems using available tools
• Communicate with customers until issues are resolved
• Record, track, and document the problem-solving process
• Conduct research into a wide range of computing issues
• Provide application support and solutions to customers
• Follow up with clients to ensure systems function after troubleshooting

Support Technician, Tier 3

• Provide hands-on desktop and equipment support across multiple sites
• Troubleshoot hardware, software, and access issues
• Install, configure, and relocate devices and systems
• Support clinicians and staff in a fast-paced healthcare environment
• Document and track work through the ticketing system
• Deliver excellent customer-facing IT support

Senior Travel Support Technician

• Own white-glove support for our largest workspaces — diagnose and resolve the hardest customer issues across design systems, connectors, auth, and project publishing.
• Build trust with enterprise teams — become the go-to technical partner for admins, product leaders, and AI champions using Lovable across hundreds of users.
• Be the voice of the customer — reproduce issues, do first-pass triage, write clear bug reports, and help prioritize fixes that unblock customers fast.
• Troubleshoot across the stack — from SSO/SAML/SCIM to REST APIs to “why didn’t the agent follow the theme?” and embedded/partner integrations.
• Create repeatability — document fixes, patterns, and gotchas into internal runbooks and help turn them into customer-facing guides, checklists, and best practices.
• Protect our SLAs — respond to high-priority incidents and participate in an on-call rotation to support customers outside normal hours.
• Measure what matters — report against the Product/Support ops metrics we care about (time to first response, time to resolution, deflection, root-cause closure).

Enterprise Technical Support Engineer

• 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.
• Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements.
• Conduct hands-on training sessions for Airmen, operators, administrators, and customer personnel.

Support Engineer jobs in Massachusetts

See all jobs on JobTailor

Product Support Engineer

Technical Support Engineer

IT Support Analyst

Senior Support Engineer

Network Support Technician

IT Support Technician

IT Support Analyst

Technical Support Engineer

IT Support Engineer

Lab Support Technician II, Central Processing

Technical Support Engineer

Product Support Engineer

Senior Technical Support Specialist

Senior Technical Writer – Clinical Decision Support

Product Support Engineer

Travel Support Technician I

Support Technician, Tier 3

Senior Travel Support Technician

Enterprise Technical Support Engineer

Network Support Technician