Senior Technical Support Specialist

Senior Technical Support Specialist

Our organization is seeking an experienced technical professional to fill a senior support specialist role. In this position, you will be responsible for resolving complex technical issues and contributing to the enablement and growth of other team members.

• Serve as the escalation point for high-priority or highly complex issues; lead diagnosis, troubleshooting, and resolution of complex technical issues.
• Own and resolve critical incidents with rapid responses, effective solutions, and timely customer and stakeholder communication.
• Escalate cases to engineering teams as needed and manage escalations through to resolution.
• Mentor, guide, and train other technical support engineers; share best practices, assist with escalations, develop training materials, and help teammates develop their skills.
• Act as a trusted advisor to customers with technical guidance, root cause analyses (RCA), proactive optimization recommendations, and detailed updates for ongoing or critical issues.
• Document root-cause analyses, solutions, troubleshooting steps, and team processes; review documentation and training for gaps and outdated information.
• Monitor engineering escalations to identify trends, training quality issues, and knowledge gaps; report findings to leadership to support long-term improvements.
• Participate in an on-call rotation for after-hours support to handle critical incidents as needed.
• Monitor incoming tickets and customer environments to identify potential issues/trends and provide proactive recommendations to improve performance and stability.
• Continuously seek process improvements to enhance support efficiency and the overall customer experience.

• 5+ years in a technical customer-facing role, and/or a Bachelor's Degree in Computer Science, Information Technology, or a related field; at least 4 years' experience in a service or customer-facing role.
• At least 2 years in a senior or escalation role.
• Impeccable verbal and written communication; ability to explain technical concepts clearly to technical and non-technical users with easy-to-follow instructions.
• Strong problem-solving skills with the ability to assess issues, identify root causes, and develop effective solutions under pressure.
• Experience helping customers, de-escalating conflicts, and acting as a constructive advisor to clients.
• Mentoring experience with junior engineers and fostering a collaborative team environment.
• Ability to manage multiple high-priority tasks in a fast-paced environment, delivering issues within or ahead of required timeframes.
• Advanced knowledge of Windows, Linux, and macOS; strong understanding of networking (TCP/IP, DNS, DHCP, VPN, firewalls).
• Familiarity with cloud platforms (AWS, Azure, GCP) and virtualization (VMware, Hyper-V).
• Experience with databases (SQL, MySQL, PostgreSQL, Oracle) and scripting (Python, Bash, PowerShell).
• Familiarity with DevOps tools and practices (Azure, CI/CD, Docker, Kubernetes).
• Other technical experience: Endpoint security (DLP, SCCM, Jamf, etc.), systems administration, software deployment and management, and understanding of standards such as GDPR, HIPAA; basic scripting (PowerShell, Bash).

• Competitive Health Benefits
• Continuous Learning and Development Opportunities
• Team-Oriented, Collaborative, and Innovative Work Environment
• Regular Company Town Halls to Keep You Informed
• Opportunities for Career Growth and Advancement

We value integrity, respect, and hard work. Our team is dedicated to making a lasting impact.