Technical Support Engineer

The Senior Technical Support Engineer (TSE) serves as a trusted technical advisor to customers while providing advanced troubleshooting, leadership, and subject-matter expertise across Loftware products and related technologies., Take the lead on complex customer issues and conduct customer-facing meetings on short notice.

• Triage, troubleshoot, escalate, and resolve customer support tickets with strong ownership and urgency.

• Analyze logs, service behavior, and customer environments to identify root causes.

• Utilize product domain expertise to guide customers as a trusted technical advisor.

• Support onboarding and customer handovers.

Knowledge & Product Contribution:

• Identify common questions and create Knowledge articles.

• Reproduce, document, and escalate defects to product development teams.

• Communicate feedback and feature needs to Product and Engineering.

• Improve processes, documentation, and workflows.

Leadership & Collaboration:

• Mentor and train Support team members.

• Lead or participate in projects supporting the global support model.

• Assist in onboarding new team members.

Understanding of Windows/Linux OS, logging, configuration, drivers.

• Understanding of printer communication.

• Basic understanding of log analysis and cloud environments.

• Ability to troubleshoot complex issues remotely.

• Cloud knowledge; AWS/Azure highly regarded.

• Ability to prioritize based on severity and business impact.

• Understanding of KCS methodology.

• Strong organizational and time-management skills.

Requirements:

• BS/BA in Computer Science or related field preferred.

• Strong written and verbal communication.

• Excellent interpersonal skills.

• Analytical, proactive problem-solver.

• Experience leading initiatives and projects.

Posted Yesterday Remote or Hybrid Hiring Remotely in United States 95K-120K Annually Senior level Remote or Hybrid Hiring Remotely in United States 95K-120K Annually Senior level Leads complex customer technical support issues, troubleshooting logs, services, environments, operating systems, cloud platforms, and printer communications. Acts as a trusted technical advisor, escalates defects, creates knowledge articles, supports onboarding, improves workflows, and mentors support team members. Collaborates with Product and Engineering while prioritizing issues based on severity and business impact. The summary above was generated by AI

At Loftware, It’s all right there - the scale, the expertise, and the opportunity to grow your career in a business-critical industry., Compensation: This role is offered at a salary range of $95,000-$120,000 annually, commensurate with experience and qualifications. In addition to base salary, eligible employees will be offered a comprehensive benefits package.

• Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.
• Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.
• We use the power of the global team.
• We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.

We Win with Inclusion

At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.