Support Engineer

• Technical Escalations: Own end-to-end investigation for escalated tickets involving telephony (call routing), web script behavior (DNI), webhooks, API requests, and third-party integrations (e.g., Google Ads, GA4, Salesforce, HubSpot).
• Root-Cause Investigation: Use browser developer tools, server logs, API testing tools (like Postman), and database queries to isolate whether an issue stems from CallRail, a client's site code, or a third-party endpoint.
• High-Quality Handoffs: When identifying problem tickets or escalating issues to internal partners, thoroughly document identified failure points, reproducible test steps, payload logs, and diagnostic findings to ensure proper prioritization and solutioning for customers.
• Knowledge Sharing: Turn freshly solved complex cases into actionable notes to reduce repeat escalations.
• Technical Consultation: Assist customers via all channels and scheduled screen-share calls to guide them through complex setups or tricky technical troubleshooting.
• Stakeholder Communication: Provide calm, objective, and timely technical updates during high-priority incidents to leadership, Account Managers, and Sales, managing expectations with clarity and tact.

Technical Support Specialist – Tier II

• Demonstrate a solid understanding of CallRail’s business rules as they relate to customers and all associated transactions.
• Utilize CallRail technical resources to resolve customer challenges or provide troubleshooting guidance including but not limited to providing:
• Perform active troubleshooting or initial guided diagnostic support to confirm client support needs across all CallRail products.
• Provide professional, first-level technical support to customers via live interactions across all channels: phone, chat, web and email support.
• Adhere to Customer Support team expectations and protocols including:
• Maintain a high level of client satisfaction on assigned interaction.
• Contribute to the improvement of support processes and documentation.
• Actively participate in training classes for new products and features.

Technical Support Specialist – Tier I

• Provide advanced on-site technical assistance at manufacturing and engineering facility
• Resolve complex hardware, software, and network issues
• Support escalations from Level 1 support
• Optimize IT systems to enhance productivity
• Collaborate with engineering and manufacturing teams
• Conduct proactive system maintenance
• Maintain detailed documentation of IT incidents
• Provide training and mentorship to Level 1 technicians

Desktop 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.

• Respond to user-reported IT issues via helpdesk tickets, phone, or in-person
• 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.

• Complete accurate and detailed records and all documentation as required for compliance to GxP
• Perform maintenance and cleaning of the cleanroom manufacturing facility
• Routinely perform the Environmental Monitoring sampling and/or testing of the sampled media
• Support equipment calibration and validation
• Complete accurate and detailed records
• Promptly respond to and troubleshoot erroneous results or problems with laboratory equipment or facilities
• Order supplies from vendors and storeroom and ensure proper storage requirements are met
• Report facility and equipment failure and alarms to laboratory management or QA team
• Assist in training laboratory personnel

GXP Technician I – Applied Gene & Cell Therapy Center, Operations, Controls & Support

• Perform technical triage on EASY system applications to diagnose the root cause of issues and identify or implement resolutions within established Service Level Agreements
• Monitor the production performance of back-end processes, mitigate program failures, and escalate major system issues to other support teams
• Monitor and maintain the EASY Workload Automation Tool to support the timely processing of financial transactions
• Use CA Workload Automation AutoSys to create, schedule, and monitor back-end applications for transactional processing
• Access the EASY system code base and databases to investigate program failures
• Serve as a support specialist and liaison between Systems Application Support and EASY development teams, reporting software defects and communicating their severity and impact
• Communicate production issues and risks that require development team support to repair or mitigate
• Respond to service ticket requests from business users, system developers, and clients for the setup, monitoring, or execution of back-end EASY applications
• Advise on and lead strategic initiatives to mitigate back-end application issues and identify opportunities for process automation
• Coordinate production processes and present automation opportunities to developers on the team
• Work independently with moderate latitude for actions and decisions that are not reviewed
• Assist less senior team members with decision-making and override decisions when necessary for the benefit of the organization
• Work closely with counterparts in Bangalore to maintain clear communication regarding issues, processes, and status
• Advise the manager on the status of initiatives
• Work an alternate schedule when required to maintain production continuity
• Perform other duties as assigned.

Senior Analyst, Technical Operations

• Engage with local support teams during pre-installation phase as a consultant to design the integration of the solution with the local infrastructure and answer all IT related questions.
• Ensure systems are setup for remote diagnostics and health monitoring
• Engage with the development and operations organization to provide recommendations to manuals, training and customer facing material.
• Perform automated deployments through the use of configuration management technology;
• Provide support to the installations within the SLA as agreed using our processes.
• Conduct detailed troubleshooting and analysis of system or SW and infrastructure problems that affect reliability, performance, etc. of our delivered systems.
• Support factory and development teams with first deployments, installs and upgrades of newly introduced systems and modules to ensure accurate working order.

Digital Support Engineer

• Conduct moderate to complex financial analysis projects including budgeting and long-range financial forecasts
• Prepare basic financial analyses for various projects
• Participate in the preparation and submission of documentation for long term financing requests
• Assist with the development of the annual budget
• Develop profitability analysis for clinical service lines and payor classes
• Meet with and provide guidance to managers on budget preparation or analysis projects
• Develop trend analysis reports that monitor hospital or corporate key performance indicators
• Train and provide guidance to new Financial Analysts

Financial Analyst – Decision Support

• Develop high-quality visuals, graphics, and presentation materials to support briefings for MCICOM leadership and senior Marine Corps stakeholders
• Translate complex technical concepts into clear, visually compelling formats including dashboards, infographics, charts, and executive summaries
• Serve as a Subject Matter Expert (SME) in project scheduling, including development, maintenance, and analysis of Integrated Master Schedules (IMS)
• Lead Integrated Master Schedule (IMS) development across multiple projects and programs, ensuring alignment with mission objectives and delivery timelines
• Provide future schedule planning support, including long-range planning and forecasting of program activities and deliverables
• Support future milestone planning to define, track, and manage key program events and decision points
• Perform schedule integration across multiple programs and projects to ensure consistency, alignment, and visibility across MCICOM initiatives
• Conduct dependency mapping to identify and manage interdependencies between projects, systems, and stakeholders
• Perform critical path analysis to identify schedule drivers and potential impacts to program timelines
• Conduct schedule risk assessments and support the development of mitigation strategies to address potential delays or conflicts
• Support future capability timeline planning, aligning infrastructure and telecommunications deployments with Marine Corps mission needs
• Utilize tools such as Microsoft Project, Primavera P6, or equivalent scheduling software to manage timelines, dependencies, and resource planning
• Serve as a subject matter expert in data visualization tools, including Power BI, to develop interactive dashboards and reporting solutions
• Provide program management support including schedule tracking, meeting coordination, action item management, and deliverable tracking
• Support the development and maintenance of program documentation and reporting artifacts
• Provide technical documentation support including development, editing, and formatting of reports, specifications, white papers, and engineering documents
• Ensure all deliverables meet quality standards, formatting requirements, and applicable government guidelines
• Assist in the preparation of documentation for MILCON processes, including supporting materials for DD Form 1391 packages and design review submissions
• Collaborate with engineers, program managers, and SMEs to gather, organize, and present technical information accurately
• Maintain document repositories and version control for technical and program documentation
• Support the development of standard templates, scheduling frameworks, and visual communication best practices
• Ensure alignment with cybersecurity and data management policies when handling sensitive information

Senior Technical Administrative Support

• Technical support for assigned team’s work within specified applications
• Participating member on teams for product/system development
• Engaging in design and development discussions
• Assisting with feature estimation
• Creating migration plans for legacy tools
• Developing and implementing unit and systems testing
• Providing technical support and troubleshooting
• Documenting processes and best practices
• Updating stakeholders on status and challenges
• Training and mentoring junior team members

Support Services Engineer

• Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.
• Deliver exceptional customer service by responding promptly, professionally, and empathetically to customer inquiries and technical issues.
• Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, integrations, and day-to-day product usage.
• Analyze customer-reported issues, identify root causes, and provide timely, effective solutions.
• Monitor assigned support queues and manage cases in accordance with established service level agreements (SLAs).
• Document troubleshooting steps, resolutions, and customer communications accurately within support systems.
• Escalate complex or high-priority issues to senior engineers and cross-functional teams while maintaining ownership of customer communications.
• Utilize and contribute to Cleo's Solution Center, Knowledge Base, and internal documentation resources.
• Identify recurring customer issues and recommend improvements to support documentation, processes, and product functionality.
• Share knowledge and best practices with team members to continuously improve support effectiveness.
• Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, case summarization, and solution development.
• Apply critical thinking to validate AI-generated recommendations and ensure technical accuracy.
• Identify opportunities to automate repetitive tasks and improve support efficiency through AI and workflow automation technologies.

Support Engineer I

• Provides professional customer service and remote technical support via phone, email, or messaging application for end users, field technicians, and home office and management staff.
• Assists with the installation, provisioning and maintenance of network equipment including routers, switches, managed power devices, and access points.
• Assists with the installation, provisioning, configuration and maintenance of network connected VOIP phone systems.
• Follows documented processes to ensure proper functionality and accurate data.
• Troubleshoots and resolves connectivity and performance issues with broadband circuits including Fiber, Cable, DIA, and Cellular.
• Troubleshoots and resolves issues with PC hardware, software, peripherals, networked printers and all related cables and terminations.
• Assists field service technicians with complete branch office installations and moves.
• Resolves issues or follows proper escalation procedures to ensure issues are resolved in a timely manner.
• Opens and manages tickets for issues and provides regular detailed updates.
• Conduct root cause analysis for recurring issues to prevent future incidents.
• Works with hardware owners and project managers to develop and maintain training materials and documentation for field technicians, end users, and internal department use.
• Serves as a liaison between technical teams and business stakeholders.
• Provides remote training for end users and field technicians on new equipment, processes, and services.
• Provides in-person training on all equipment and documented processes for new hires.
• Assumes responsibility for related project work and duties as required or assigned.

IT Support Technician

• 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

• Perform routine testing including release testing, performance testing, analytical testing, bioburden testing, and environmental monitoring using GMP/GLP practices
• Perform data analysis and results interpretations comparing to specifications and validity criteria
• Participate in QC Method Qualifications
• Responsible for revising QC documents (SOPs, QSs)
• Participate in Lab Investigations and Out of Specification investigations
• May act as the primary QC trainer in specific test methods
• May be responsible for writing non-conformance investigations with assistance from a QC Specialist or Supervisor
• May lead a small team for continuous improvement projects
• Responsible for maintaining product and QC material inventories
• Responsible for the maintenance and cleanliness of the laboratory and equipment

QC Support Analyst 4 – Blood Typing Solutions

• Provide technical case support (all channels) for all Corptax customers and other internal Corptax teams using the then-current tools available to the Support organization
• Understand customer needs and provide personalized support to assigned customers or other customers as requested based on areas of specialization/expertise and customer need
• Respond to and provide appropriate solutions to intermediate level customer inquiries while maintaining moderate case closure rates
• Collaborate with team members in a fast-paced environment
• Work under clearly defined guidelines, with moderate supervision, making sound decisions based on previous experience and confirming your conclusions with more senior level team members prior to execution
• Document all customer issues in the Corptax case tracking system and assign or document appropriate solutions to the customer issue
• Review knowledge base solutions within professional expertise to ensure overall quality of our resources and digital support capabilities
• Develop proficiency in all Corptax products from a technical perspective
• Perform release testing, as required, of customer scenarios both prior to and after a new Corptax product release. Testing is a shared responsibility, including triage of new product releases and identifying potential required software enhancements
• Assist on various projects as assigned
• Learn new technology and experiment with potential internal efficiency solutions
• Demonstrate consistent exemplary standards of ethical conduct
• Promote a culture of cooperation, collaboration, and connection within the support team, as well as globally with other CSC business units.

Technical Support Analyst

• Monitor and evaluate support cases to identify high-risk situations that may require proactive engagement.
• Assess overall case health, technical progress, and customer communication to ensure timely issue resolution.
• Collaborate with support engineers, product teams, and escalation stakeholders to address risks and maintain customer satisfaction.
• Develop and improve AI-driven risk evaluation processes using historical support data and prompt engineering techniques.
• Analyze support trends and recommend process, workflow, and operational improvements to reduce future escalation risks.
• Maintain accurate records of support activities, case evaluations, and remediation efforts.
• Investigate technical issues through log analysis, diagnostics, documentation review, and collaboration with technical teams.
• Provide technical guidance and support to internal stakeholders regarding software, hardware, and cloud-based technologies.
• Independently manage daily workload while balancing multiple high-priority support engagements.
• Contribute to continuous improvement initiatives that enhance support quality, operational efficiency, and customer experience.

Senior Support Engineer – Enterprise Support

• Resolve inbound support tickets across question types — general knowledge, bug triage, and data requests
• Triage and escalate issues to Customer Success or Engineering
• Build AI-assisted workflows that automate manual support processes
• Develop internal tools and integrations that scale support execution
• Contribute to and continuously improve the internal knowledge base
• Tag and categorize tickets consistently to support data quality and AI agent optimization
• Take support-infrastructure projects from 0→1
• Partner with leadership, Product, and Engineering to surface patterns in customer questions

Customer Support Engineer

• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions
• Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services
• Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges
• Assist in the deployment and optimization of customer environments
• Monitor and respond to support tickets in a timely manner, maintaining SLAs
• Mentor junior team members and contribute to internal training resources
• Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction

Senior Federal Technical Support Engineer

• Lead, mentor, and develop a team of Technical Support Analysts, fostering a culture of accountability, collaboration, and customer service excellence.
• Manage day-to-day support operations, ensuring service levels and customer expectations are consistently met.
• Act as an escalation point for complex technical and customer issues, coordinating resolution efforts across teams.
• Monitor support performance, identify trends, and drive operational improvements to enhance efficiency and service quality.
• Establish, maintain, and improve support processes, procedures, and knowledge management resources.
• Partner with Product, Engineering, Operations, and Customer Success teams to address recurring issues and improve the customer experience.
• Ensure the team is prepared to support FreedomPay's highly available, 24/7 payments platform and related technologies.
• Support staffing, scheduling, workforce planning, and on-call coverage as needed.
• Provide regular reporting and updates on team performance, customer issues, and operational metrics.
• Promote a customer-first mindset while maintaining a strong focus on operational excellence and continuous improvement.

Support Engineer jobs in United States

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Technical Support Specialist – Tier II

Technical Support Specialist – Tier I

Desktop Support Technician

Desktop Support Technician

Desktop Support Technician

GXP Technician I – Applied Gene & Cell Therapy Center, Operations, Controls & Support

Senior Analyst, Technical Operations

Digital Support Engineer

Financial Analyst – Decision Support

Senior Technical Administrative Support

Support Services Engineer

Support Engineer I

IT Support Technician

Product Support Engineer

QC Support Analyst 4 – Blood Typing Solutions

Technical Support Analyst

Senior Support Engineer – Enterprise Support

Customer Support Engineer

Senior Federal Technical Support Engineer

Technical Support Manager