Technical Support Engineer

This is a full-time remote role for a Technical Support Engineer. The Technical Support Engineer will provide frontline technical support to customers and partners, diagnosing and resolving hardware, software, and network-related issues. Day-to-day responsibilities include responding to support requests, performing root-cause analysis, documenting cases in ticketing systems, and escalating complex issues to higher-level support when needed. The role involves collaborating with field engineers and internal teams, following established procedures and SLAs, and contributing to knowledge base content to improve future support. The Technical Support Engineer will also communicate clearly with customers, ensuring timely updates, professional service delivery, and adherence to quality and compliance standards.

• Demonstrated proficiency in Technical Support and Troubleshooting for hardware, software, and network environments.
• Strong Analytical Skills to diagnose issues, perform root-cause analysis, and interpret technical data.
• Experience in Customer Support and Customer Service, with the ability to manage expectations and maintain professionalism.
• Solid understanding of enterprise IT or related technology domains; experience with ticketing systems and remote diagnostic tools.
• Effective written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Ability to work independently in a remote environment, prioritize tasks, and meet service level commitments.
• Relevant technical certifications (such as CompTIA A+, Network+, or similar) or equivalent practical experience are preferred.
• Associate or bachelor's degree in a technical field (e.g., Information Technology, Computer Science, Engineering) or comparable experience.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Source Support Services provides worldwide technical support and field services for OEMs, leveraging a global network of certified engineers, advanced technology, and standardized processes to keep critical systems operating 24/7. With over 25 years of experience across data center infrastructure, enterprise IT, medical technology, and industrial automation, the company operates in more than 120 countries as a trusted extension of its partners' service organizations. Source Support Services maintains a 98% SLA achievement rate and 95% customer satisfaction by treating every service engagement as a reflection of its partners' brand promise. Its ISO 9001-aligned Unified Services Platform integrates workforce credentialing, service orchestration, parts logistics, quality management, and real-time reporting for consistent outcomes at global scale. Supported by intelligent orchestration, certified field engineers, and around-the-clock operations, Source Support Services helps organizations simplify complexity, reduce cost, and deliver exceptional service experiences that protect their brand and strengthen customer trust.