This is a full-time Technical Support Engineer role focusing on providing second-level and advanced technical service support for a specific medical imaging modality (Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular) within a prescribed region. The engineer's primary function is to support, train, and mentor Field Service Engineers (FSEs) and Technical Support Specialists (TSSs) to drive regional technical self-reliance, while also participating in remote customer support rotations.
- Location: Remote, within a prescribed region.
- Salary Range: Min $96,000 to Max $155,200 annual equivalency (DOE).
- Experience (Required): 5 years servicing one or more medical imaging modalities, with in-depth knowledge of two or more products within a specific modality.
- Education: Bachelor's Degree (BSEE or equivalent experience).
- Focus: Second-level support for FSEs/TSSs, complex troubleshooting, site audits, product installation, FMI completion, and conducting on-the-job training/mentorship.
Responsibilities: Field Support, Training, and Escalation
The engineer serves as the regional technical expert, ensuring the competence of the service team and the reliability of customer systems.
- Advanced Field Support: Provide on-site and phone support to FSEs and TSSs for complex installation, application, and technical issues. Provide second-level support in escalated issues, escalating to National Technical Support (NTS) per protocol.
- Training & Mentorship: Define FSE training needs, provide supplemental technical training, and conduct on-the-job-training to develop senior regional FSEs. Mentor FSEs who have struggled in training.
- System Monitoring & Audit: Monitor sites experiencing abnormally high numbers of service calls and conduct site audits to uncover underlying causes. Monitor and facilitate the completion of all Field Maintenance Instructions (FMIs) within the region.
- Product Documentation & Testing: Regularly review Field Service Memos and other technical documentation, ensuring region FSEs understand their content. Support Beta testing of FMIs and provide timely, accurate technical documentation.
- Remote Customer Support: May rotate through the Remote Service Center, utilizing product expertise and remote tools to diagnose/resolve external customer issues on first contact to maximize FSE dispatch avoidance.
Required Qualifications and Technical Expertise
The role mandates significant hands-on experience in the medical imaging field and strong interpersonal skills for mentoring.
- Required Experience: 5 years servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular, with in-depth knowledge of two or more products within a specific modality.
- Prior Experience (Required): Prior field Technical Support experience/Canon Medical Systems in XR/VL is required.
- Technical Knowledge: Demonstrated applications knowledge with proven ability to resolve issues caused by basic technologist errors.
- Soft Skills: Proven ability in developing and maintaining effective internal and external working relationships, and strong mentorship capabilities.
- Other: Must maintain active motor vehicle/driver's license.
Job Features
| Job Category | Support Service, Technical Services |
This is a Third-level, advanced Technical Support Engineer role at SMA America, focused specifically on providing expert service and advanced troubleshooting for Large Scale Photovoltaic (PV) Systems and products. The engineer serves as an advanced service engineer, technical expert, and mentor, driving root cause analysis for difficult issues and improving system concepts in the clean energy sector.
- Location: Remote (Rocklin, CA headquarters hub; position utilizes a dedicated hybrid schedule—in-office Tuesday and Thursday, remote Mon, Wed, Fri).
- Salary Range: $82,000.00 - $108,000.00.
- Education: Bachelor's degree in electrical engineering is required.
- Experience: At least 3–5 years in a technical support role, and at least 3 years of experience in power plant system commissioning is required.
- Focus: Advanced troubleshooting (Tier 3), root cause analysis for power plant level and communication problems, serving as a Subject Matter Expert (SME), and coordinating technical escalations globally via Jira.
Primary Duties: Expert Support and System Improvement
The engineer provides the highest level of technical escalation support and drives internal improvements in product design and service capabilities.
- Advanced Service: Serves as an advanced service engineer for all SMA large scale products, conducting quantitative and qualitative analysis to determine root cause during technical escalations.
- Technical Support & Coordination: Provides high-level support for difficult and unresolved customer inquiries, coordinating with customers and SMA’s Global Competency Center via the JIRA ticket system and email.
- Mentorship & Training: Serves as an expert technical resource and mentor for second-level Contact Center agents and Field Service staff. Creates work instructions and training material to elevate technical skills across the Global Service Organization.
- R&D Interface: Serves as the interface with Research & Development to optimize the design, performance, and serviceability of large scale products.
- SME Role: Performs as a Global Virtual team resource serving as a Subject Matter Expert (SME) for Root Cause Analysis (RCA) of failures across Quality, R&D, Global Service Organization, and Supply Chain.
Required and Preferred Qualifications
The role requires a strong background in electrical engineering and practical experience in the solar energy field.
- Education: Bachelor’s degree in electrical engineering is required.
- PV/Solar Expertise (Required): Advanced knowledge of solar electric (PV) installation, system design, and/or inspection is required.
- Commissioning Experience (Required): At least 3 years of experience in power plant system commissioning is required.
- Technical Skills (Required): Advanced technical troubleshooting skills, advanced knowledge of engineering and mathematical concepts, and proficiency with Microsoft Office Suite.
- Preferred Skills: Advanced knowledge of power plant measurement devices and techniques is strongly preferred. Ability to work nonstandard business hours occasionally. Spanish and/or German language skills are a plus.
Job Features
| Job Category | Support Service, Technical Services |
This is a full-time, remote Platform Support Engineer role responsible for the administration, performance tuning, and operational support of the OutSystems low-code platform and its underlying Windows Server environment. The engineer will ensure system reliability and security by managing deployments, performing patch management, and participating in an on-call rotation.
- Location: Remote (Columbia, SC/Remote).
- Experience: 4–6 years of experience administering the OutSystems platform (on-prem or cloud-hosted).
- Focus: OutSystems platform maintenance, Windows Server administration (AD, DNS, DHCP), patch management, system monitoring, and automating operational tasks.
Responsibilities: Platform and Server Administration
The engineer acts as a specialist for the OutSystems platform and its supporting Windows infrastructure.
- OutSystems Platform Management: Administer and support the OutSystems platform, including managing deployments, performance tuning, monitoring, and troubleshooting.
- Windows Server Administration: Manage Windows Server environments, including Active Directory, DNS, DHCP, and file systems.
- Maintenance & Security: Perform patch management, system updates, and vulnerability remediation.
- Monitoring & SLAs: Monitor system and application health, ensuring performance and uptime SLAs are met.
- Automation: Automate operational tasks using PowerShell or other scripting tools.
- Collaboration & On-Call: Collaborate with DevOps and infrastructure teams on upgrades and configuration changes. Participate in an on-call support rotation for production activities.
Required Skills
The role requires mandatory, hands-on experience with the OutSystems platform and Windows Server components.
- Platform Expertise: 4–6 years of experience administering OutSystems (on-prem or cloud-hosted).
- Server Proficiency: Strong knowledge of Windows Server administration (patching, event log analysis, and system health monitoring).
- CI/CD: Familiarity with CI/CD pipelines for low-code platforms.
- Cloud: Basic knowledge of cloud infrastructure (Azure/AWS).
Job Features
| Job Category | IT & Cybersecurity, Support Service |
This is a full-time Designated Support Engineer (DSE) role at Claroty, a leader in Cyber-Physical Systems (CPS) protection, specifically supporting Federal customers. This position requires providing "white-glove support" and taking full ownership of the customer relationship, including managing weekly calls, handling all escalations, and maintaining a proactive approach to satisfaction.
- Location: Remote (Only considering candidates in the DC area at this time).
- Clearance: US Citizen with the ability to obtain security clearance.
- Experience: 3+ years of experience in a technical support engineering role.
- Focus: White-glove technical support, managing customer environments and escalations, Linux system administration, networking troubleshooting, and collaborating with deployment/engineering teams.
Responsibilities: Ownership, Investigation, and Communication
The DSE operates independently, driving complex issue resolution while managing the strategic technical relationship with the customer.
- Customer Ownership: Provide white-glove support, including conducting weekly cadence calls and maintaining excellent relationships with customers and internal teams (Product Management, Technical Account Managers).
- Advanced Investigation: Work independently to investigate issues reported by enterprise customers, reproduce problems, and analyze and resolve complex, high-impact customer problems.
- Proactive Management: Maintain a proactive approach to customer satisfaction by identifying and resolving concerns or technical roadblocks before they escalate.
- Visibility & Documentation: Provide visibility into customer status through regular reporting. Document solutions, best practices, and lessons learned to contribute to the internal knowledge base.
- Collaboration: Collaborate closely with deployment and engineering teams to ensure smooth handoffs and consistent operational readiness.
Required and Preferred Qualifications
The role demands strong foundational networking/Linux skills and domain knowledge in industrial control environments.
- Experience: 3+ years of experience in a technical support engineering role.
- Core Technical Skills:
- Strong networking knowledge (DNS, DHCP, TCP/IP, and HTTP).
- Linux system administration/troubleshooting.
- Experience using networking tools (e.g., Wireshark, tcpdump).
- Security/Domain (Plus):
- Operational Technology (OT) background (highly valuable).
- Security experience.
- General Skills: Strong customer-focused mindset, excellent interpersonal and communication skills, and critical thinking abilities to develop strategic, long-term customer relationships.
Job Features
| Job Category | Customer Success, Data, Information Technology, Support Service |
This is a full-time Technical Support Engineer role responsible for maintaining and troubleshooting software applications, with a strong focus on the Mortgage sector. The engineer will act as a critical liaison between end-users and development, driving root cause analysis, implementing code fixes, and ensuring application stability and performance across the full stack (MERN, C#, .Net).
- Location: Pittsburgh, PA, USA.
- Salary Range: $95,000 - $120,000 per year.
- Focus: Investigating production incidents, debugging MERN/.Net/T-SQL code, implementing software fixes and enhancements, and ensuring compliance within the Mortgage lending process.
- Technical Stack: MERN, C#, .Net, Entity Framework, T-SQL, Microsoft Azure, RESTful APIs, Visual Studio, Postman.
Position Responsibilities: Troubleshooting, Coding, and Documentation
The engineer performs advanced debugging and actively contributes to application stability through coding and process adherence.
- Incident Resolution & Debugging: Investigating and resolving production incidents. Identifying and resolving software defects, performance issues, and other technical problems through debugging and complex testing.
- Code Implementation: Developing and implementing solutions by coding, testing, and deploying fixes and enhancements to improve application stability. Quickly assess existing code bugs and repair.
- Root Cause Analysis (RCA): Identifying the underlying causes of issues to prevent recurrence.
- Collaboration & Compliance: Acting as a liaison between users and development. Collaborating with QA and infrastructure teams. Ensuring compliance by following established SDLC methodologies (Scrum, Kanban, Hybrid) and risk guidelines.
- Monitoring & Documentation: Monitoring application performance metrics and creating/updating technical documentation (user guides, troubleshooting procedures, knowledge base articles).
Required Qualifications and Technical Skills
The role requires strong full-stack technical skills, database proficiency, and domain expertise in lending.
- Domain Expertise: Experience in the Mortgage sector and familiarity with the mortgage lending process.
- Programming Languages & Frameworks (Strong Skills Required):
- MERN stack (MongoDB, Express.js, React, Node.js).
- C#, .Net, Entity Framework.
- T-SQL (SQL experience).
- Object-oriented programming mindset.
- Architecture & Tools:
- Experience with Microsoft Azure or general cloud development.
- Experience with RESTful APIs and developing scalable and secure web architecture.
- Tools: Visual Studio, Postman.
- Knowledge of Unit testing principles and Version control systems (source/version control).
- Methodologies: Familiarity with ITIL framework (or similar) and incident management processes, along with various SDLC methodologies.
Job Features
| Job Category | Software Engineering, Technical Services |
This is a full-time, remote Cloud Engineer (Escalations) role at Summit 7, focused on protecting the US defense industrial base by providing advanced technical support for Microsoft 365 and Azure services. This position serves as the high-level technical escalation point for the service desk, investigating and resolving complex issues, and leading technical change execution. A special preference is given to candidates with applicable Microsoft and Azure experience.
- Location: Remote (Huntsville, AL / Remote Anywhere).
- Salary: $70,000 - $110,000 per year (Dependent upon qualifications).
- Clearance/Certification (Required): Security+ is REQUIRED.
- Focus: Tier 2/3 escalations, compliance administration (AIP, DLP), Azure VM troubleshooting, defining technical processes, and managing tickets per strict SLAs.
Essential Functions and Duties: Escalation & Operations
The engineer handles the most complex issues, drives technical consistency, and manages project execution.
- Technical Escalation: Serve as a technical escalation point for the service desk, investigating and resolving complex technical problems related to Microsoft 365 and Azure services.
- Process Improvement: Collaborate with teams to identify, design, and document technical processes that improve operational efficiency, consistency, and quality.
- Technical Change Management: Lead the planning, coordination, and execution of technical changes, including software deployments, system upgrades, and infrastructure modifications.
- Service Delivery: Manage personal KPIs, monitor the ticket backlog, identify bottlenecks, and ensure all tickets are processed in accordance with Service Level Agreements (SLAs).
- Client Interface: Serve as a technical point of contact for clients, providing updates and ensuring solutions meet expectations.
Job Specifications and Required Technology Experience
The role requires mandatory security certification and deep hands-on expertise with the full Microsoft cloud stack.
- Mandatory Certification: Security+ is REQUIRED.
- Desired Certifications: Microsoft Certificates (AZ-104, SC-300, SC-400).
- Core Technology Experience (Hands-on Required):
- Microsoft 365: Compliance Administration (AIP, DLP, Data lifecycle management), Teams, Exchange, SharePoint, and Security Administration.
- Azure Technology: Azure AD, AD Connect, Conditional Access, AVD, and Intune.
- Virtual Machines: Management, monitoring, and troubleshooting of Azure VMs.
- Identity & Networking: Active Directory Domain Services (AD DS), Active Directory Federation Services (AD FS), Certificate management, and Network Troubleshooting
Job Features
| Job Category | Cloud Engineer |
This is a full-time, remote Remote Support Engineer II role at Coretelligent, a comprehensive managed IT solutions provider (MSP) specializing in cybersecurity, cloud services, and IT strategy for multi-tenant environments (financial services, life sciences, etc.). This role is key to the client experience, responsible for managing and resolving complex technical issues across networking, servers, and endpoint infrastructure, and mentoring junior staff.
- Location: Remote.
- Work Schedule: M/F 9 am – 6 pm.
- Salary Range: $60,000 - $75,000 (depending upon experience).
- Experience: 3+ years of experience providing remote IT support or network troubleshooting in an MSP or multi-tenant environment.
- Focus: Advanced troubleshooting of network components (VPN, VLANs, Firewalls), M365/Active Directory support, incident escalation leadership, and knowledge sharing, while ensuring strict SLA adherence.
Key Responsibilities: Advanced Troubleshooting and Mentorship
The engineer provides advanced technical resolution for escalated incidents and maintains client satisfaction and system stability.
- Incident Escalation: Receive and respond to internal and client-initiated incident requests. Accept escalations from Remote Support Team (RST) resources and management; may lead or direct others during complex incident remediation.
- Advanced Troubleshooting: Perform advanced troubleshooting of desktop, network, and application incidents, including connectivity, VPN, VLAN, and access issues.
- System Support: Support and maintain network and resource access, messaging, enterprise applications, and endpoint infrastructure (workstations, Office/GSuite, peripherals, mobile devices).
- Vendor & Triage: Coordinate vendor escalations (e.g., ISP outages) and perform triage to ensure SLA adherence and client satisfaction.
- Knowledge Sharing: Provide spot training and technical guidance for Engineer I team members. Create and maintain knowledge base articles and user-facing FAQs to improve first-call resolution.
- Availability: Participate in scheduled after-hours maintenance windows or on-call rotation as needed.
Required Skills and Qualifications
The role requires mandatory experience in a multi-client environment and proficiency in common enterprise networking and IT tools.
- Experience: 3+ years in a technical support/network troubleshooting role in an MSP or multi-tenant environment.
- Core Technical Proficiency:
- Proficient with Microsoft 365, Active Directory, Windows OS, and VPN technologies.
- Working knowledge of network concepts (TCP/IP, DNS, DHCP, NAT, VLANs, routing/switching).
- Familiarity with Fortinet, Cisco, Palo Alto, or Ubiquiti firewalls and network equipment.
- Soft Skills: Excellent written and verbal communication skills with a customer-first mindset. Strong documentation discipline, and the ability to multitask in a high-volume environment.
Job Features
| Job Category | Information Technology, Support Service |
This is a full-time, remote Technical Support Engineer role (West Coast location preferred) at Securiti AI, a company pioneering AI-powered data and privacy governance. This senior post-sales position requires deep technical expertise to diagnose, troubleshoot, and resolve complex issues in production environments. The engineer must have hands-on experience across a wide range of security, cloud, container, and database technologies, while adhering to strict SLAs and operational metrics.
- Location: Remote (West Coast US preferred).
- Compensation: $160,000 - $180,000 OTE, plus eligibility for stock options and standard benefits (healthcare, PTO).
- Experience: Minimum 7+ years of work experience as a technical support engineer in a related technical field.
- Shift/Coverage: Requires participation in a 24x7 technical support coverage shift that may conflict with the resident timezone.
- Focus: Post-sales technical support for Data Privacy and Security products, leveraging expertise in DLP, Encryption, SQL/NoSQL, Linux, Kubernetes, and Cloud Platforms.
Key Responsibilities: Advanced Resolution and Governance
The engineer drives the technical support lifecycle, balancing technical depth with strong customer advocacy.
- Technical Resolution: Diagnose, troubleshoot, and resolve issues by proposing simple and effective solutions and workarounds. Drive the overall post-sales technical support for customers.
- SLA Compliance: Provide responsive and timely service, complying with and exceeding SLA goals on response and resolutions.
- Escalation and RCA: Conduct ticket escalations to engineering, managing the entire resolution lifecycle. Ensure proper logging of all issues, steps, and Root Cause Analysis (RCA).
- Knowledge Management: Document RCAs as repeatable resolutions in the knowledge base (KB articles).
- Metrics: Understand and implement key operational metrics, such as MTTR, NPS, and CSAT, in day-to-day functions.
- Feedback Loop: Interface with engineering and product management for ticket escalations and provide a feedback loop regarding bugs, usability insights, and enhancement requests.
Experience and Technical Skills (7+ Years Required)
The role requires mandatory, hands-on experience across critical infrastructure and security domains.
- Core Technical Domains (Hands-on Experience Required):
- Data Privacy and Security: (DLP, Encryption, Access, Classification, etc.)
- Databases: SQL/NoSQL databases.
- Operating Systems: Linux and Bash scripting.
- Cloud & Containers: Cloud Platforms, Docker/Kubernetes containers, and Virtualization.
- Networking: Networking and OSI model, Filesystems.
- Support Lifecycle: Demonstrated depth in all aspects of the technical support lifecycle (logging, triage, escalation, RCA, KBs).
- Tools: Proficiency in one or more Technical Support systems (e.g., Zendesk).
- Domain Knowledge (Plus): Understanding of Data Security and Privacy, including corresponding regulations, is a strong plus. Prior support experience with a Data Privacy and Security company or Cloud Security is highly desirable.
Job Features
| Job Category | AI (Artificial Intelligence), IT & Cybersecurity, Support Service |
This is a full-time, remote Technical Support Engineer II role at Flywire, a global payments enablement and software company specializing in high-stakes, high-value payments across education, healthcare, travel, and B2B sectors. The engineer will be responsible for managing and resolving tickets related to Flywire's SFS and eStore platforms for US/Canada/UK clients. This position requires hands-on troubleshooting using command-line tools and database queries, serving as a mediator between customers and the development team.
- Location: Remote (Denver, US, listed as the location base).
- Experience: 3–5 years of experience in technical support engineering.
- Focus: Managing customer tickets and operations tasks for FinTech payment platforms, troubleshooting with MySQL, UNIX, HTML, Regular Expressions, and Shell Scripting, and adhering to strict SLA requirements.
- Compensation: Competitive compensation, including Restricted Stock Units (RSU) and an Employee Stock Purchase Plan (ESPP).
The Opportunity: Troubleshooting and Mediation
The engineer ensures platform stability and acts as the crucial technical link for customers, especially for complex queries.
- Ticket Management: Manage and complete tickets from customers and other departments related to Flywire’s platforms, ensuring the highest quality standards are met while adhering to SLA requirements.
- Hands-on Troubleshooting: Work hands-on with various web-based products and command-line tools in order to research and provide answers.
- Technical Research: Utilize technical skills (MySQL, UNIX, Shell Scripting) to thoroughly research requests and logically assess issues.
- Escalation & Mediation: Serve as a highly effective mediator between customers and development when the situation arises, ensuring accurate explanations and proposed solutions are translated to various technical levels.
- Communication: Able to communicate clearly, concisely, and with confidence on complex queries via email or over the phone.
Required Qualifications and Technical Expertise
The role mandates strong foundational UNIX/SQL skills and excellent communication abilities.
- Technical Support Experience: 3–5 years of experience in technical support engineering.
- Mandatory Technical Skills (3+ years experience):
- MySQL
- UNIX
- HTML
- Regular Expressions
- Shell Scripting
- Troubleshooting Mindset: Highly motivated and talented troubleshooter who goes above and beyond to identify problems and propose accurate solutions.
- Industry Experience (Plus): Experience in FinTech or the payment industry, or experience in higher education/student financial support.
- Tools Used: Bash shell and standard Linux command line, SQL, Zendesk, Confluence, Jira, and Sumologic.
Job Features
| Job Category | Information Technology, Support Service, Technical Services |
This is a full-time, remote Technical Support Engineer role within the Smart Infrastructure organization at Siemens, supporting the Digital Electrical Solutions team. The engineer provides both first-line (Level 1) and advanced (Level 2) support for customers and field personnel using Electrical Power Monitoring Systems (EPMS), WinPM.Net, PowerManager, Metering portfolios, and Sm@rtGear® systems. The role requires diagnosing issues related to industrial communication protocols, devices, SQL, and system configuration to ensure the safe and reliable operation of power monitoring solutions.
- Location: Remote (Grand Prairie, TX, listed as the location base).
- Salary Range: $92,320 - $158,263.
- Experience: 3+ years supporting power monitoring, SCADA, or electrical systems.
- Travel: Ability to travel up to 25% for site or customer support.
- Focus: EPMS, SCADA, industrial communication protocols (Modbus, Profibus), SQL troubleshooting, and reading electrical schematics.
Responsibilities: Diagnostics, Escalation, and Data Analysis
The engineer manages the full support lifecycle, from initial contact to deep-dive root cause identification.
- First-Line Support: Serve as the primary point of contact, assisting customers with installation, configuration, and commissioning tasks.
- Diagnostics & Documentation: Perform first-level diagnostics for communication, device, or configuration issues. Document all support cases, solutions, and communications in ticketing systems.
- Advanced Troubleshooting (Level 2): Perform deep-dive troubleshooting for SQL, device mapping, advanced networking, and protocol issues. Replicate field issues in lab environments for root-cause identification.
- Data and System Analysis: Analyze power monitoring data integrity, alarms, and system performance.
- Integration Support: Support integration with Modbus, Profibus, PLCs, and third-party systems.
- Liaison: Coordinate with product engineering for defects/enhancement requests and serve as a liaison for white-labeled and third-party software.
Required and Preferred Qualifications
The role mandates an engineering degree and strong experience with electrical and industrial communication systems.
- Basic Education: Bachelor’s degree in Electrical Engineering or Computer Engineering.
- Domain Experience: 3+ years supporting power monitoring, SCADA, or electrical systems.
- Industrial Communications: Experience with RS-485, TCP/IP, Modbus, Profibus, or OPC communications.
- Technical Competency: Competency in network troubleshooting and device communication diagnostics.
- Preferred Technical Skills:
- SQL knowledge for queries, data extraction, and system analysis.
- Ability to read electrical schematics, wiring diagrams, and one-line diagrams.
- Familiarity with TIA Portal, PLC programming, or ION module configuration.
- Experience with power monitoring software (e.g., WinPM.Net, Power Monitoring Expert).
Job Features
| Job Category | Information Technology, Support Service, Technical Services |
This is a full-time, remote Application Support Engineer role at Cresta, a fast-growing digital health SaaS company using AI to revolutionize contact centers. The engineer will serve as a crucial technical link between customers and product development, specializing in diagnosing and resolving intricate technical issues related to API integrations, databases, microservices, and specialized telephony protocols. This role requires participating in a rotational on-call schedule and adherence to a Sunday–Thursday work week.
- Location: Remote, United States.
- Salary Range: $90,000–$160,000K base + Bonus + Equity.
- Schedule: Sunday – Thursday, 8 am–5 pm ET, plus a rotational on-call schedule.
- Experience: 4+ years of experience in a technical support, helpdesk, or customer-facing engineering role.
- Focus: Advanced technical troubleshooting, API and database analysis, VoIP/telephony protocol support (SIP/RTP), and collaborating closely with Engineering to drive resolution.
What You'll Do: Advanced Resolution and Advocacy
The engineer ensures high customer satisfaction by providing expert technical solutions and clear communication.
- Technical Issue Resolution: Investigate, diagnose, and resolve intricate technical issues related to:
- API integrations, databases, servers, and microservice performance.
- Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP).
- Web hosting and network technologies.
- Collaboration & Escalation: Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, and replicate customer environments to identify root causes.
- Customer Advocacy: Serve as the primary technical point of contact, providing clear, concise, and empathetic communication.
- Knowledge Management: Create and maintain comprehensive documentation, FAQs, and knowledge base articles.
- Process Improvement: Identify recurring issues and contribute to process enhancements that improve the customer support experience.
Required Technical Skills and Experience
The role requires mandatory experience in complex systems, networking, and specialized communication protocols.
- Experience: 4+ years in a customer-facing support or engineering role.
- Core Technical Proficiency (Required):
- Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP).
- APIs (automation, collaboration, and data extraction/changes through HTTP methods).
- Application log analysis.
- Network architecture and components.
- Server OS and hardware troubleshooting.
- Tools: Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA).
- Bonus Skills:
- Experience managing or integrating CCaaS platforms (e.g., Avaya, Five9, Genesys).
- Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS) and Kubernetes.
- Basic scripting skills (e.g., Python, PowerShell, Bash).
- Experience with logging and monitoring tools (e.g., Datadog, Grafana).
Job Features
| Job Category | AI (Artificial Intelligence), Support Service |
This is a full-time, Fully Remote Technical Support Engineer role at HiddenLayer, a company specializing in protecting systems from adversarial AI attacks (AISec). This role is the first line of contact for customers, requiring a self-starter with strong composure and technical expertise to troubleshoot, investigate, and resolve issues related to the AISec Platform. The engineer will be crucial in scaling support processes and acting as a technical liaison between customers and Research/Engineering teams.
- Location: Fully Remote (Specific availability requirement: Hawaii time zone/location).
- Experience: 3+ years of experience in a Support Engineering role working with global enterprise customers.
- Focus: Troubleshooting, investigating, and resolving product issues; validating detection efficacy; contributing to knowledge bases; and improving support scalability and tools.
- Compensation/Benefits: Venture-backed company with a $50M funding round, fully subsidized health options, unlimited flexible time off, and an L&D fund.
What You'll Do: AI Security Support and Cross-Functional Feedback
The engineer provides high-quality, responsive support while driving continuous improvement and product feedback.
- Technical Support: Provide responsive, high-quality technical support to customers throughout their lifecycle, resolving a high volume of technical issues with increasing autonomy.
- Troubleshooting & Escalation: Troubleshoot, investigate, and resolve product issues, escalating with clear context to Engineering (for bug fixes/edge cases) and Research (to validate detection efficacy and communicate model performance findings).
- Customer Advocacy: Partner with the Product team to provide customer-driven feedback on new features, usability, and roadmap priorities.
- Process & Knowledge: Continuously improve support workflows, tools, and documentation. Contribute to internal and external knowledge bases, and help maintain a customer-first culture.
- Onboarding: Collaborate with the AI Architect and Account Director during onboarding to ensure a smooth setup experience for customers.
Required and Preferred Qualifications
The ideal candidate blends customer-facing skills with strong foundational knowledge in modern development and data infrastructure.
- Experience: 3+ years in a Support Engineering role, working with global enterprise customers.
- Development Tools: Familiarity with developer and infrastructure tools such as GitHub, Docker, and Kubernetes.
- Scripting: Demonstrated proficiency in Python (e.g., debugging, scripting, or building internal tools).
- Support Platforms: Proficiency with support platforms like Zendesk and Jira.
- Preferred Background: Background in Cybersecurity, MLOps, or Data Science is preferred.
- Preferred Technical Skills: Understanding of GenAI security and experience with cloud platforms such as Azure, AWS, or GCP is a plus.
- Soft Skills: Grace under pressure, proactive decision-maker, and excellent communicator with a proven ability to de-escalate challenging situations.
Job Features
| Job Category | AI (Artificial Intelligence), Support Service, Technical Services |
This is a full-time, fully remote Digital Support Engineer role within the Materials and Structural Analysis Division (MSD) of Thermo Fisher Scientific. The engineer is responsible for managing the IT and infrastructure aspects of digital solutions and services, ensuring smooth deployment and reliable remote support. This involves acting as an IT consultant during pre-installation, performing automated deployments, and providing advanced technical troubleshooting for complex system and infrastructure problems.
- Location: Fully Remote (Idaho, USA).
- Travel: Open to travel up to 25% of the time (mainly regional).
- Experience: 5+ years of relevant knowledge or experience in key technologies (Linux, Automation, Virtualization).
- Focus: IT application management, infrastructure integration design (firewalls, VLANs), automated deployment (Ansible), and deep troubleshooting for complex systems to enable remote diagnostics.
Specific Work and Responsibilities
The engineer ensures the seamless integration and reliable operation of digital solutions within customer environments.
- Pre-Installation Consulting: Engage with local support teams as a consultant to design the integration of the solution with the local infrastructure and answer all IT-related questions.
- Deployment and Remote Setup: Ensure systems are set up for remote diagnostics and health monitoring. Perform automated deployments through the use of configuration management technology.
- Advanced Troubleshooting: Conduct detailed troubleshooting and analysis of system, software, and infrastructure problems that affect reliability and performance.
- Support: Provide support to the installations within the SLA as agreed, utilizing established processes.
- Collaboration: Support factory and development teams with first deployments. Provide recommendations to manuals, training, and customer-facing material.
Requirements and Technical Expertise
The role demands a strong foundation in network technologies, virtualization, and modern automation tools.
- Education: Bachelor’s or Master’s degree in ICT Computer Science or a technical/SW field is typically required.
- IT Experience: Experience in IT application management, data storage, and (remote) software installations, support, and troubleshooting.
- Networking Fundamentals: Fundamental understanding and hands-on experience with network technologies including firewalls, content filters, routing/switching, and VLANs.
- Virtualization & Automation (5+ years required knowledge): Knowledge or experience with:
- Virtualization technologies like VMware/KVM infrastructure.
- Linux, Monitoring tools, Automation and Scripting.
- Kubernetes, Ansible, and Docker.
- Soft Skills: Proven customer-facing skills, strong problem-solving skills, and a motivated team player.
Job Features
| Job Category | Information Technology |
This is a senior, full-time Technical Support Engineer role at Navina, a fast-growing digital health SaaS company that utilizes AI to create "patient portraits" and clinical insights for physicians. The engineer is a key contributor to customer satisfaction, responsible for resolving daily customer issues and serving as the first line of defense for R&D. The role requires proven experience in technical support, strong troubleshooting abilities, and mandatory skills in SQL and web application debugging.
- Location: Remote (U.S. East Coast time zone or available to work East Coast hours).
- Experience: 4+ years of experience in a customer-facing Tech Support, Integration, or Services role at a SaaS company.
- Focus: Resolving daily customer issues within SLA, using SQL and web application debugging for troubleshooting, and collaborating closely with R&D, Product, and Medical teams for complex escalations.
Responsibilities: Resolution, Collaboration, and Improvement
The engineer maintains high customer satisfaction while proactively improving the support ecosystem.
- Customer Resolution: Resolve customer issues daily, ensuring timely responses (SLA) and maintaining high levels of customer satisfaction.
- Cross-Functional Work: Work closely with R&D, Product, Customer Success, and the Medical team for complex problem-solving and time-sensitive escalations.
- Knowledge Contribution: Build and contribute to Navina’s technical support knowledge base.
- Process Improvement: Contribute to methodologies, best practices, and techniques to improve the support process.
Required and Advantageous Qualifications
The role requires mandatory data and web application debugging experience, with healthcare and programming skills being a strong advantage.
- Mandatory Technical Skills:
- Proven experience with SQL and data analysis — MUST.
- Proven experience with debugging web applications.
- Experience: 4+ years in a customer-facing Tech Support/Services role at a SaaS company.
- Soft Skills: Strong project management skills, excellent problem-solving and troubleshooting skills, and proven excellent customer-facing communication (verbal and written).
- Advantageous Skills:
- Familiarity with the US healthcare industry.
- Proven experience in programming (JavaScript, Python, Node.js).
- Experience with troubleshooting data pipelines and ETL processes.
Job Features
| Job Category | AI (Artificial Intelligence), Customer Success, Software Engineering |
This is an early-career, full-time Associate Engineer, Product Support role within the Data & Analytics team at Trinity Life Sciences. This position is focused on supporting system reliability, production release management, and enhancing monitoring capabilities in a fast-paced environment. The role is ideal for a candidate with foundational knowledge in SQL, scripting, and cloud platforms who is eager to learn and participate in on-call rotations.
- Location: Remote, US (Remote, MA listed for context).
- Salary Range: $70,000.00 - $85,000.00 Salary.
- Experience: 1–2 years of experience in production support, technical operations, or DevOps.
- Focus: Production monitoring, incident response, assisting with release execution, basic SQL queries, and contributing to automation using DevOps tools.
Key Responsibilities: Monitoring, Releases, and On-Call
The Associate Engineer contributes to operational stability and collaborates with various technical teams.
- Production Monitoring & Incident Response: Monitor production systems to ensure uptime, respond to alerts, and troubleshoot issues under guidance from senior team members. Document all incidents and resolutions.
- Production Release Management: Assist in coordinating and executing production releases. Validate deployments and ensure proper rollback procedures are in place.
- Automation & DevOps Support: Assist in automating routine support tasks and deployment processes. Learn and apply DevOps tools and practices (e.g., Git, Jenkins, Docker) and support CI/CD pipeline maintenance.
- SQL & Data Operations: Write and optimize basic SQL queries for data validation and troubleshooting. Support database maintenance and performance tuning under supervision.
- On-Call Support: Participate in on-call rotation to provide after-hours support for critical issues and ensure timely escalation.
Required Qualifications and Technical Skills
The role requires a technical degree and basic proficiency in key operational and data technologies.
- Education: Bachelor’s degree in Computer Science, Information Technology, or related field.
- Technical Proficiency: Basic proficiency in SQL and scripting (e.g., Python, PowerShell).
- Cloud Exposure: Exposure to cloud platforms (preferably Azure) and ETL workflows.
- DevOps: Familiarity with DevOps tools and concepts is a plus.
- Soft Skills: Strong problem-solving skills, excellent communication and teamwork abilities, and an eagerness to learn.
Job Features
| Job Category | Product Management, Support Service |