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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** IRTH Solutions, Inc. - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), Apple Mac Systems, Software Applications, Bash Shell, C++ (Programming Language), Linux, Monitoring of Systems, Python (Programming Language), Network Protocols, Parsing, Windows PowerShell, Power BI, Topdesk, Remote Service Software, Computer Networking Systems, Infrastructure Automation Frameworks, Information Technology, Hardware Infrastructure, Zendesk - **Published:** May 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0422f9c25bd37814 ## About the Role Do you have experience in macOS support?, + Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field preferred * Experience: * + Minimum of 3-5 years of experience in technical support, IT support, or a related role. + Experience in troubleshooting and resolving complex technical issues. * Technical Skills: * + Proficiency in operating systems (Windows, macOS, Linux). + In-depth knowledge of networking protocols, hardware components, and software applications. + Experience with remote support tools and help desk software. + Familiarity with scripting and automation tools (e.g., PowerShell, C+, Python, Bash). * Soft Skills: * + Strong problem-solving and analytical skills. + Excellent communication and interpersonal skills. + Ability to work independently and collaboratively within a team. + High level of patience and customer-oriented approach. * Physical Requirements/ Working Conditions: * + Ability to sit at a desk and computer screen 90% of the shift and answer/talk on the phone Willingness to work flexible hours, including evenings and weekends, if required ability to work On Call rotation (week long rotation) + Work is typically performed in an office environment + May require working under pressure during system outages or critical issues. ## Description The Technical Support Engineer provides advanced technical support to customers, ensuring the resolution of complex technical issues related to internal Ops Log issues, Parsing, API, Power BI or hardware, software, and network systems. This role involves troubleshooting, diagnostics, and providing solutions to enhance the overall customer experience. The Technical Support Engineer also collaborates with other IT/Dev professionals and internal teams to develop solutions and improve service delivery. Responsibilities * Advanced Technical Support: * + Respond to and resolve customer inquiries and technical issues via phone, email, or conference calls. + Troubleshoot and diagnose complex hardware, software, and network problems. + Provide solutions and workarounds for technical issues, ensuring minimal disruption to customer operations. + Escalate unresolved issues to higher-level support or specialized teams when necessary. * System Alerts and Ops Log Management: * + Monitor system performance and ensure optimal operation including Ops Log, Parsing/No CDCs and Transmissions + Manage Freshdesk case volumes per policy . + Responsible for parsing errors, audits and No CDC;s * Customer Engagement and Communication: * + Maintain clear and effective communication with customers to understand their technical needs and issues. + Provide timely updates and follow-ups to customers regarding the status of their issues. + Document customer interactions, issues, and resolutions for future reference. + Develop and maintain technical documentation and user guides. * Collaboration and Team Support: * + Work closely with other technical support engineers and IT teams to resolve complex issues. + Collaborate with development and QA teams to identify and resolve software bugs and improve product quality. + Participate in team meetings and contribute to the continuous improvement of support processes and procedures. * Training and Knowledge Sharing: * + Train and mentor other technical support staff. + Share knowledge and best practices with the support team to enhance overall technical expertise. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) - [Don’t shoot yourself in the foot.](https://www.wearedevelopers.com/videos/580-don-t-shoot-yourself-in-the-foot) - [Discover the open source trio you didn’t expect: .NET and PostgreSQL on Linux](https://www.wearedevelopers.com/videos/2042-discover-the-open-source-trio-you-didn-t-expect-net-and-postgresql-on-linux) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)