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# Technical Support Engineer

- **Company:** The Access Group
- **Location:** Denver, CO, United States (Remote available)
- **Experience:** Expert
- **Salary:** $55,000.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Agile Methodology, Artificial Intelligence, Cloud Services, Salesforce.Com, GPT, JetAdmin
- **Published:** August 6, 2026
- **Apply:** https://theaccessgroup.wd103.myworkdayjobs.com/Access_Group_External_Careers/job/United-States-Remote/Technical-Support-Engineer_JR004375-1

## About the Role

You enjoy solving technical problems and helping customers get the most from the software they use every day. You're a strong communicator who can explain technical concepts in a simple way and build trusted relationships with customers and colleagues alike.

You stay calm under pressure, enjoy investigating complex issues, and take pride in providing a great customer experience. You're comfortable working independently, managing competing priorities, and collaborating with others when a problem needs a wider team approach., * 3-5 years of Customer Service and Technical Support experience required, preferably in the Hospitality Industry.

 * Experience working with customer relationship management (CRM) platforms such as Salesforce Service Cloud or communication tools such as Intercom.
 * Experience with point-of-sale (POS) systems, online ordering platforms, application programming interfaces (APIs), or Agile ways of working.
 * Experience creating technical documentation, improving processes, or using artificial intelligence tools such as Copilot, Claude, or ChatGPT.

## Description

* Provide remote technical support to customers, diagnosing and resolving issues while delivering a high standard of service.
 * Troubleshoot complex technical problems, manage support cases, and ensure customers are kept informed throughout the resolution process.
 * Configure and support the Paytronix platform, providing guidance and helping customers get the most value from their solutions.
 * Create and maintain documentation, contribute product feedback, and work with internal teams to continuously improve support processes and customer outcomes., Provide advanced L2 technical support for Runpod customers: troubleshoot escalated issues, analyze logs and code, use scripting and diagnostics, liaise with engineering and infra teams, create documentation and training, and deliver multi-channel support including weekend availability., Provide day-to-day technical support for an AI Assistant platform built on ServiceNow. Troubleshoot AI responses, agentic workflows, API integrations, and observability data; reproduce and document bugs; perform configuration changes; triage and escalate issues; ensure SLA adherence; contribute to knowledge bases and communicate technical findings to customers.


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