> Markdown version of [/jobs/ext/2081453-it-service-desk](https://www.wearedevelopers.com/jobs/ext/2081453-it-service-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk - **Company:** Collectors Universe, Inc. - **Location:** Boca Raton, FL, United States (Remote available) - **Experience:** Expert - **Salary:** $85,280.0 - $139,360.0 - **Contract:** Permanent contract - **Skills:** JIRA, Software as a Service, Domain Name System (DNS), Microsoft Dynamics NAV, Issue Tracking Systems, Netsuite, Networking Basics, Software Engineering, Datadog, Scripting, Transport Layer Security, Load Balancing, Okta, Sql Optimization, Technical Debt, 3-tier Architectures, Zendesk, Splunk, Servicenow - **Published:** August 16, 2026 - **Apply:** https://www.dice.com/job-detail/6034b78e-ac52-495e-96a4-ded798feaee3 ## About the Role * 5+ years in Technical Support Engineering, SRE, or a specialized Tier 3 escalation role * Proven experience with Identity Providers like Descope or Okta, and managing complex authentication flows. * Infrastructure Knowledge: Strong grasp of networking fundamentals (DNS, TLS, Load Balancing) and how they impact SaaS application performance. * Advanced SQL skills for data forensics and experience using scripting to automate repetitive support tasks. * Communication: Ability to translate highly technical "code-level" findings into executive-friendly summaries for non-technical leadership. * Familiarity with ERP or financial tools such as NetSuite or Navision is a plus. * Previous experience in a Customer Care or high-touch Customer Service environment. * Excellent written and verbal communication skills - able to convey technical concepts to non-technical audiences. * Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow). * Nice to have (but not required): + Development Background: Previous experience in Software Engineering or QA/Automation. + ERP Expertise: Specialized knowledge of integrating financial systems like NetSuite or Navision., Candidates must be authorized to work in the United States. Collectors uses e-Verify to validate your ability to work legally in the United States. ## Description We're currently looking for a Technical Support Engineerto join the IT Service Desk team for a new function. You will be responsible for providing advanced-level technical oversight for complex platform challenges. In this capacity, you manage high-level support requests that require specialized diagnostic expertise. Your primary objective is to ensure that every escalation results in comprehensive remediation and the systematic gathering of knowledge. You serve as the critical link between Customer Care and Core Engineering, transforming intricate technical incidents into documented root cause analyses (RCAs) and actionable product improvements that enhance the long-term stability of our ecosystem. You will report into the Manager, IT Service Desk, Alex Romero and will work from one of our offices in: Santa Ana, CA; Jersey City, NJ; Boca Raton, FL; Plano, TX. You will assist with developing this new function within the IT Service Desk team while supporting the Customer Care function. Onsite Requirement: This role requires you to be onsite in the office 5 days per week. What You'll Do: * Engineering Liaison: Act as a technical partner to Engineering and Product teams, not just reporting bugs but providing reproducible test cases, code-level insights, and proposed fixes. * Root Cause Leadership: Own the post-mortem process for technical escalations, documenting complex RCAs and workarounds to build a robust internal knowledge base * Strategic Incident Management: Manage and prioritize high-severity escalations based on business impact and SLA requirements, ensuring transparent communication with stakeholders. * Systemic Improvement: Analyze ticket patterns to identify technical debt or recurring product flaws, proactively advocating for "fix-it" sprints with Product leadership. * Technical Mentorship: Design and deliver technical training or "office hours" for front-line representatives to improve their diagnostic skills and reduce escalation rates. * Observability & Tooling: Utilize and improve monitoring/observability dashboards (Datadog/Splunk) to identify issues before they are reported by customers., U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. ## Related Videos - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Enabling automated 1-click customer deployments with built-in quality and security](https://www.wearedevelopers.com/videos/83-enabling-automated-1-click-customer-deployments-with-built-in-quality-and-security) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026)