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# Technical Support Engineer

- **Company:** Loftware, Inc.
- **Location:** Portsmouth, NH, United States
- **Experience:** Expert
- **Salary:** $95,000.0 - $120,000.0
- **Contract:** Permanent contract
- **Skills:** HTML, Microsoft Windows, Amazon Web Services, Microsoft Azure, Cloud Computing, Linux, Hypertext Transfer Protocols (HTTP), Web Browsers, Log Analysis, Simple Object Access Protocol (SOAP), TCP/IP, Web Services, Extensible Markup Language (XML), Data Logging, Cloud Platform System, Information Technology
- **Published:** September 3, 2026
- **Apply:** https://www.builtincolorado.com/job/senior-technical-support-engineer/11016834?handler=ApplyRedirect

## About the Role

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.

## Description

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.