Key Responsibilities

Customer Support and Incident Management

• Receive, clarify, categorize, and troubleshoot customer requests through approved support channels.
• Perform L1 triage and resolve common L1 and L2 issues using documented procedures, known solutions, and guidance from senior engineers.
• Collect complete diagnostic information, reproduce issues when feasible, and escalate with a clear problem statement, evidence, customer impact, and actions already attempted.
• Maintain accurate ticket status, customer communications, time entries, resolution details, and handoff notes.

Technical Investigation

• Use foundational skills in SQL, Windows/Linux, application logs, networking concepts, and cloud services to investigate incidents.
• Execute approved diagnostic queries, scripts, and operational procedures without introducing avoidable risk.
• Support root cause analysis by gathering evidence, documenting observations, and validating corrective actions.

Knowledge and Collaboration

• Create and update knowledge articles, troubleshooting notes, and customer-specific support documentation.
• Participate in team meetings, technical deep dives, shift handoffs, and product knowledge sessions.
• Support project transitions and hypercare activities by validating support readiness and reporting issues promptly.

Required Qualifications

• 2+ years of technical support, system administration, software operations, or comparable experience, including internships or equivalent practical experience.
• Working familiarity with SQL, one or more scripting or programming languages, Windows or Linux, and basic cloud concepts.
• Clear written and verbal communication, careful documentation habits, and willingness to ask for guidance.
• Ability to prioritize work, follow change and escalation controls, and learn multiple products and customer environments.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Preferred Qualifications

• Exposure to Azure or AWS, Kubernetes or Docker, application performance monitoring, and ticketing platforms such as Azure DevOps, Zendesk, Jira, or ServiceNow.
• Azure Fundamentals, CompTIA, or ITIL Foundation certification.
• Interest in industrial software, manufacturing, IoT, or operational technology.

Role Success and Growth

• Progress is demonstrated through reliable ticket ownership, accurate diagnosis, complete documentation, safe execution, and increasing independence.
• Development path may include Technical Support Engineer 2, product specialization, project support, or other technical roles.