Technical Support Engineer
Location: Santa Clara, CA
Job Type: Contract
Company: IDR
Category: End User Support / Helpdesk
Job Description Apply Now
Technical Support Engineer positions are vital in today's rapidly evolving tech landscape, offering critical assistance to clients and end-users navigating complex software and hardware systems. As a Technical Support Engineer in Santa Clara, CA, you will have the opportunity to work with a prominent digital technology company, engaging with innovative tools and platforms that shape the future of automation and IT infrastructure. This full-time position is ideal for individuals passionate about problem-solving and eager to work at the forefront of technology.
In the role of Technical Support Engineer, you will play a key part in maintaining customer satisfaction by providing advanced technical support, troubleshooting, and solutions for intricate product or system-related issues. Your expertise will help resolve challenges that extend beyond first-level support capabilities, ensuring that end-users and internal teams can leverage technology efficiently and effectively. By collaborating with engineering and design teams, you will contribute to the ongoing improvement and reliability of products and services. This is a dynamic environment, offering ongoing opportunities for professional growth and development within the tech industry.
As part of the Technical Support Engineer team, you will interact directly with customers and users, particularly when addressing highly technical or sophisticated software and systems challenges. In scenarios where less technical users face obstacles, you may also engage with internal product support teams or take ownership of escalated issues to deliver timely resolutions. This collaborative, solution-focused environment emphasizes both technical prowess and exceptional communication skills, ensuring that every customer interaction leads to a positive experience and successful outcome.
Technical Support Engineer - Summary- Provide advanced technical support for software, hardware, and automation systems.
- Work closely with customers, end-users, and internal teams to resolve complex technical issues.
- Act as an escalation point when first-line support is unable to resolve technical problems.
- Collaborate with engineering and design teams to report and address system bugs, reliability concerns, and maintenance challenges.
- Participate in customer installation and training processes as required.
- Support remote troubleshooting and administration, leveraging tools like SSH, SNMP, WMI, and Powershell.
- Leverage knowledge of web technologies, networking, and scripting to deliver comprehensive support solutions.
- Respond to escalated support scenarios where first-line product support has not resolved the issue.
- Diagnose and troubleshoot malfunctioning equipment or software, ensuring minimal downtime for clients.
- Document and report design, reliability, and maintenance issues to the appropriate engineering teams.
- Facilitate customer installations and provide targeted training on products as needed.
- Deliver technical assistance for highly specialized or sophisticated products, ensuring client satisfaction and retention.
- Provide remote administration and troubleshooting support using industry-standard protocols and tools.
- Offer expert guidance on networking concepts, including TCP/IP, HTTP, firewalls, load balancers, and port configuration.
- Contribute to the ongoing development of support documentation and best practices for internal and external use.
- Comprehensive medical, dental, vision, and life insurance coverage.
- Eligibility for an Employee Stock Ownership Program.
- Work for a company with over 25 years of proven industry experience and a track record of success in multiple markets.
- Join a team recognized with ClearlyRated's Best of Staffing® Client and Talent Award for 11 consecutive years.
- Minimum of 2 years' professional experience writing and debugging JavaScript code.
- At least 2 years of experience in SQL scripting.
- Demonstrated experience providing technical support to customers and end-users.
- Proficiency with remote administration tools and protocols such as SSH, SNMP, WMI, and Powershell.
- Experience with web technologies, including Apache, Tomcat, HTML, XML, and JSON.
- Familiarity with ServiceNow Platforms is highly desirable.
- Understanding of core networking concepts, including TCP/IP, HTTP, firewalls, load balancers, and port management.
- Excellent problem-solving and analytical skills, with a proactive approach to technical challenges.
- Strong verbal and written communication abilities, able to convey complex technical information to diverse audiences.
- Collaborative and team-oriented, with a passion for delivering positive customer experiences.
- Adaptable and willing to learn new technologies and systems as the industry evolves.
- Organized, detail-oriented, and able to prioritize tasks in a fast-paced environment.
- Working in Santa Clara, CA provides unique exposure to a vibrant tech ecosystem and access to leading industry professionals.
- The company is committed to fostering an inclusive and supportive work environment, offering long-term career growth and advancement opportunities.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
- IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
Ready to take the next step in your technical support career? Click the job application button to apply for the Technical Support Engineer position today and join a leader in digital technology innovation!