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# Technical Support Engineer

- **Company:** Amcs Group
- **Location:** Jacksonville, FL, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Software as a Service, Software Systems, SQL Databases, Systems Integration, Enterprise Software Applications
- **Published:** May 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1782d8d5eeede2a8

## About the Role

Do you have experience in Systems & applications support?, * 2+ years of experience in a technical support, application support, or similar role

 * Strong troubleshooting skills with complex software systems
 * Experience working with ticketing or case management tools (e.g., CRM / Service platforms)
 * Ability to analyze logs, data, and system behavior to identify root causes
 * Excellent written and verbal communication skills
 * Strong organizational skills and ability to manage multiple active cases

Preferred / Nice-to-Have

 * Experience supporting SaaS or enterprise applications
 * Familiarity with SQL, APIs, integrations, or data troubleshooting
 * Experience working with development teams and defect tracking systems
 * Exposure to ITIL concepts or incident management processes
 * Experience supporting customers in high-availability or 24/7 environments

What Success Looks Like

 * Consistent delivery of timely, high-quality case resolutions
 * Strong communication and customer trust, especially during high-impact incidents
 * Active contribution to reduced backlog, improved LCC metrics, and operational stability
 * Growing technical depth and ability to handle increasingly complex issues

## Description

We are seeking a motivated and customer-focused Technical Support Engineer to join our North America Support team. This role is responsible for providing high-quality technical assistance to customers, troubleshooting complex issues, and ensuring timely resolution while maintaining clear and professional communication.
As a Technical Support Engineer, you will work closely with customers, internal product and engineering teams, and fellow support engineers to resolve technical issues, contribute to service stability, and continuously improve the customer experience., * Customer Support Issue Resolution
Serve as the primary technical point of contact for customer-reported issues
Diagnose, troubleshoot, and resolve software, configuration, data, and workflow issues
Clearly document findings, actions taken, and next steps within support cases
Manage cases through full lifecycle, from initial intake to resolution
Prioritize and handle incidents based on severity, customer impact, and SLAs

 * Incident Escalation Support
Participate in P1 / priority incident handling and handovers as required
Escalate issues to development or specialist teams following defined processes
Provide accurate, timely customer updates during incidents
Collaborate cross-functionally to support root cause analysis and prevention

 * Communication Customer Experience
Maintain professional, empathetic, and transparent communication with customers
Translate technical concepts into clear, customer-friendly language
Set realistic expectations and provide regular progress updates
Contribute to positive customer outcomes and CSAT performance

 * Knowledge Process Improvement
Contribute to internal knowledge base and documentation
Identify recurring issues and suggest improvements to processes or product behavior
Share learnings with peers and participate in team knowledge-sharing sessions
Support ongoing initiatives such as LCC reduction, case hygiene, and quality improvements


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