Technical Support Engineer

Technical Support Engineer

Location: Columbus, OH

Position Type: Direct Hire

Work Arrangement: Primarily onsite with periodic travel to customer locations as needed

The Opportunity

Our client is seeking a Technical Support Engineer to provide first-line technical support for both internal and external customers utilizing complex IT-based systems. This role will focus on troubleshooting and supporting technologies including SQL, HTML, proprietary hardware and peripherals, Kubernetes environments, cloud-hosted applications, and data analytics platforms.

The ideal candidate is a customer-focused problem solver who enjoys diagnosing technical issues, collaborating with engineering teams, and delivering exceptional support in a fast-paced environment.

Schedule

Initial Training Period

All new hires will begin on First Shift (8:00 AM - 5:00 PM, Monday - Friday) for the first 12 months. This period provides comprehensive onboarding and hands-on training alongside experienced technical team members.

Post-Training Schedules

Following the initial training period, employees will transition to one of the following permanent shift schedules:

Second Shift

• 4:00 PM - 1:00 AM
• Monday - Friday

Third Shift

• 12:00 AM (Midnight) - 9:00 AM
• Sunday - Thursday

These schedules are designed with overlapping coverage to ensure seamless communication, knowledge transfer, and continuous customer support.

Key Responsibilities

You will make an impact by:

• Providing professional technical support via phone, email, remote access sessions, and other communication channels to troubleshoot, diagnose, and resolve customer issues.
• Supporting cloud-hosted software solutions and customer deployments, including troubleshooting applications, managed Kubernetes environments, and associated cloud services while escalating advanced issues when appropriate.
• Producing detailed diagnostic reports, system performance analyses, and issue-resolution documentation.
• Participating in a rotating 24/7 on-call support schedule for emergency customer incidents.
• Following through with customers to ensure timely and complete issue resolution.
• Researching technical problems, identifying root causes, and guiding customers through corrective actions.
• Assisting engineering teams with internal testing, validation activities, and customer acceptance testing initiatives.
• Delivering technical training for internal teams and customers as needed.
• Supporting onsite customer implementations, upgrades, troubleshooting efforts, and system maintenance activities.
• Traveling to customer sites as required to provide hands-on technical support and project assistance.

Required Qualifications

• Associate’s Degree in Computer Science, Information Technology, Electrical Engineering Technology (EET), Computer Engineering Technology, or a related technical discipline; equivalent experience will be considered.
• Minimum of 1 year of experience in a Service Desk, Technical Support, Help Desk, or Inbound Call Center environment.
• Strong understanding of customer support processes, operations, and service delivery best practices.
• Experience supporting and maintaining complex software applications.
• Demonstrated analytical, troubleshooting, and problem-solving skills.
• Working knowledge of at least one major public cloud platform and managed Kubernetes environments, including access to clusters and review of workloads, logs, events, and platform health.
• Strong verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical users.
• Ability to work independently and collaboratively in a team environment.

Preferred Qualifications

• Experience with SQL querying and database troubleshooting.
• Familiarity with HTML, web technologies, and application support.
• Exposure to Linux and Windows server environments.
• Experience supporting enterprise software deployments.
• Knowledge of networking fundamentals and system integrations.
• Prior experience supporting mission-critical systems in a 24/7 environment.

Travel Requirements

• Ability to travel periodically to customer locations for installation support, troubleshooting, training, and system validation activities.
• Travel expectations may vary based on project and customer needs.

What You'll Bring

• Passion for technology and customer success.
• Strong attention to detail and commitment to quality service.
• Ability to prioritize multiple issues in a fast-paced support environment.
• A proactive mindset focused on continuou