Technical Support Engineer

The team provides support across global time zones, including EMEA and North America, operating within a 24/7 support environment. Candidates must be comfortable working in rotational shifts, including schedules that may cover different time zones., * Provide technical and production support for customer-reported issues within a ticket-based support environment.

• Receive, review, categorize, and prioritize incoming support tickets based on severity, urgency, and business impact.
• Troubleshoot technical issues, identify root causes where possible, and coordinate with relevant teams to deliver timely resolutions.
• Communicate effectively with customers and internal stakeholders regarding ticket status, troubleshooting steps, progress, and resolution timelines.
• Manage support tickets throughout their lifecycle, ensuring accurate documentation, timely follow-ups, and adherence to service-level agreements (SLAs).
• Support production environments and help minimize service disruptions by escalating critical issues to the appropriate technical teams.
• Work collaboratively with global support teams across EMEA and North America to maintain continuous 24/7 support coverage.
• Use Google Workspace and collaboration tools, including Google Docs, Google Drive, Google Chat, and Google Meet, for documentation, communication, and coordination.
• Perform basic scripting and technical troubleshooting using existing scripts, including Java-related scripts where applicable.
• Follow established security policies, operational procedures, and compliance requirements associated with a government-related project.

We are looking for a customer-focused Technical Support Engineer to join our production support team supporting Google-related operations. The ideal candidate will have 2-3 years of experience in technical support, customer support, or production support, along with strong communication, troubleshooting, ticket management, and customer-handling skills., * 2-3 years of experience in technical support, customer support, IT support, or production support.

• Hands-on experience working with ticketing systems to manage, prioritize, track, and resolve customer-reported issues.
• Strong customer service, communication, and stakeholder management skills.
• Ability to troubleshoot technical issues and coordinate with relevant teams for resolution.
• Familiarity with Google Workspace tools, including Google Docs, Google Drive, Google Chat, and Google Meet.
• Basic understanding of scripting and the ability to work with existing scripts; extensive coding experience is not required.
• Strong documentation, problem-solving, time management, and multitasking abilities.
• Willingness to work in rotational shifts within a 24/7 support environment, including schedules aligned with EMEA and North American operations.
• Willingness to work onsite in Phoenix, Arizona, approximately 12 days per month, in accordance with the return-to-office policy.
• Must be a U.S. citizen or U.S. lawful permanent resident (Green Card holder) due to government-project security and eligibility requirements, subject to the project’s applicable screening criteria., * Experience supporting enterprise applications or production environments.
• Familiarity with incident management, ticket prioritization, escalation procedures, and SLA-based support.
• Exposure to Java or other scripting environments.
• Experience working with geographically distributed teams across multiple time zones.
• Understanding of security-sensitive support environments and compliance-driven operational processes.

Important Candidate Requirements

• Location: Must be located in Phoenix, AZ, or willing to relocate.
• Work Authorization: U.S. Citizen or Green Card Holder only.
• Office Attendance: Approximately 12 days per month onsite.
• Shift Flexibility: Must be comfortable with rotational shifts and 24/7 global support coverage.
• Experience: 2-3 years in customer support, technical support, or production support.
• Core Strength: Strong customer communication, ticket management, troubleshooting, and issue resolution skills.

Ideal Candidate Profile

The ideal candidate is a technically capable, customer-oriented professional who can manage incoming support requests, prioritize incidents, communicate clearly with customers, and coordinate with technical teams to resolve issues. This position emphasizes customer handling, production support, ticket management, and communication rather than extensive software development or coding.

Candidates must be flexible with shift schedules and comfortable working within a security-conscious environment supporting a government-related project.