Technical Support Engineer II

Work Setup: Onsite

Employment Type: Full-Time

Operating Hours: 7:00 AM – 7:00 PM (US Central Time) - Must be flexible to work any shift within this window.

Are you a tech-savvy problem solver with a passion for delivering exceptional customer experiences? As an Advanced Technical Support Engineer, you'll be at the forefront of resolving complex product and service issues, translating technical solutions into clear guidance for users of all levels. You'll collaborate across teams, contribute to product enhancements, and continuously grow your expertise—all while maintaining a professional, empathetic approach that turns challenges into opportunities.

What does a day in the life of a Technical Support Engineer II look like?

• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

What are the required qualifications of a Technical Support Engineer II?

• 3-5+ years of experience in technical support, DevOps, Sys Admin, escalation engineering, or a related role in a SaaS or IT environment.
• Experience in a customer-facing position and strong communication skills to interact with customers
• Expert knowledge and experience managing either macOS, Windows or Linux
• Expert understanding of at least one main scripting language (i.e. PowerShell, GO, SQL, C#, bash, python or shell) to analyze logs and troubleshoot issues
• Previous experience using configuration management tools within an enterprise environment (SCCM, Intune, MMCM, WSUS, JAMF, CHEF, & Ansible)
• 2–3 years of experience working with REST APIs
• Experience with security, compliance, device management (SCC and MDM), APIs, scripting, documentation, and knowledge management
• Familiarity with support tooling such as Zendesk and knowledge management platforms.

Nice to have:

• 1+ year experience in endpoint solution management

Ninja Perks and Benefits

• Competitive compensation
• HMO activated on your 1st day
• Free Meals
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• Generous Paid time off + birthday leave
• Opportunities for skills training and professional development

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?

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Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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