Support Engineer

Deploy, manage, and support customer production systems for legacy on-premises and SaaS product offerings

Support AWS GovCloud environments and user systems located at customer sites

Install and configure TECH5-provided hardware and software

Provide instruction and assistance to contracted support personnel

Communicate with internal teams and customers to plan and review implementation status

Monitor logging and alerting systems for high availability and reliability

Develop processes and templates for customer project implementation

Support deployment, documentation, repair, and troubleshooting of systems

Share installation, configuration, remote connection, and contact data with Technical Support team members

Participate in a 24x7 on-call shift rotation

Respond to customer support requests via email, helpdesk ticketing system, and phone

Complete annual security training and follow security policies and procedures

Use remote support tools to resolve customer hardware issues

Reproduce reported issues, identify solutions, and report product or service defects

Assist engineering and quality assurance teams with test cases when assigned

Update asset management information to reflect customer deployment status

Perform other assigned duties

Requirements Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or certification from a trade-school in a relevant discipline, or equivalent work experience

A minimum of one year of experience in a Helpdesk environment including customer interaction and ticket management

A minimum of one year of demonstrated client-server system experience

Practical hands-on experience with building and troubleshooting personal computers and peripherals

Understanding of basic networking concepts and ability to troubleshoot connectivity issues

Fluent English skills, written and verbal, are required

Knowledge and experience of DevOps or cloud environment support is highly desirable

Skills with automation and scripting (BASH, Python, Go, others) are desirable

Advanced knowledge of PC computing and general IT system management skills

Ability to lift and move up to 50-lbs

Must pass enhanced criminal and background checks required by individual customers

Must be eligible to work full-time in the United States; TECH5 USA does not provide visa sponsorship

Knowledge of SQL scripting, troubleshooting, and stored procedures creation is a plus

Familiarity with Salesforce is helpful; experience with Zendesk and JIRA is highly desirable

Core Competencies Demonstrates expertise in deploying and managing customer production systems, with a strong focus on AWS GovCloud environments and client-server systems. Proficient in troubleshooting, automation scripting, and providing technical support while ensuring high availability and reliability.

Highest-signal resume keywords AWS GovCloud Support

Client-Server System Experience

Automation and Scripting (BASH, Python, Go)

Helpdesk Environment Experience

Technical Support and Troubleshooting

Hard Skills PC Computing

System Management

Troubleshooting

SQL Scripting

Network Connectivity

Installation and Configuration

Customer Support

Documentation

Asset Management

DevOps Support

Soft Skills Communication

Customer Interaction

Team Collaboration

Problem Solving

Instruction and Assistance

Certifications & Qualifications Associates Degree in Information Technology

Certification from Trade-School

Industry Keywords SaaS Product Offerings

On-Premises Systems

High Availability

Security Policies

24x7 On-Call Support

Tools & Technologies Salesforce

Zendesk

JIRA

Remote Support Tools

Helpdesk Ticketing System

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