Technical Support Engineer

• Respond to and resolve technical support tickets within defined SLAs.

• Diagnose and troubleshoot complex issues related to workload automation and system integrations.

• Analyze, validate, transform, and reconcile environmental data during migration.

• Ensure accuracy and integrity even when source and target platforms had partial compatibility.

• Perform root cause analysis and implement preventive measures to reduce recurring incidents.

• Collaborate with development teams to escalate and resolve bugs or system defects.

• Participate in the on-call rotation to provide support for critical incidents.

• Create and maintain scripts (PowerShell, Bash, Python) to automate routine tasks and improve efficiency.

• Document solutions and contribute to the internal knowledge base for future reference.

• Monitor system performance and proactively identify potential issues.

• May assist with minimal solution engineering or product demos on an ad-hoc basis (limited time commitment).

• Provide clear and professional communication with clients during issue resolution.
• Participate in the on-call rotation to provide after-hours support for critical incidents, including overnights.
• Ability to work Western, Mountain, or Central time zone hours.

• 4+ years experience in a technical support position, interacting directly with both customers and engineering teams.

• Strong diagnostic and troubleshooting skills in enterprise environments.

• Experience with data migrations

• Proficiency in scripting languages: PowerShell, Bash, and Python.

• Solid understanding of Windows and Linux operating systems.

• Experience with SQL for data queries and troubleshooting.

• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and monitoring tools.

• Excellent communication skills for explaining technical concepts to non-technical stakeholders.

• Ability to work under pressure and prioritize multiple incidents effectively.

Preferred Qualifications

• Experience with workload automation platforms or similar enterprise software.

• Knowledge of networking fundamentals and cloud environments (AWS, Azure).

• Exposure to ITIL practices and incident management workflows.