Technical Support Engineer

Careerscape is recruiting on behalf of our client, a growing technology company, for a Technical Support Engineer to join their on-site support team in Austin. In this role you will be the front line for troubleshooting hardware, software, and network issues, helping customers and internal teams resolve technical problems quickly and thoroughly. This is a great opportunity for a detail-oriented problem solver who wants to build deep technical skills while working directly with customers and engineering teams.

Day to day, you will spend your time triaging tickets, digging into logs, reproducing bugs, and walking customers through solutions over phone, chat, and email. The best fits are curious, patient communicators who enjoy piecing together technical puzzles, staying calm under pressure, and translating complex issues into clear, actionable guidance for both technical and non-technical users.

Responsibilities

• Respond to and resolve inbound technical support tickets via phone, email, and chat
• Diagnose hardware, software, and network issues and guide customers through resolution steps
• Escalate complex or unresolved issues to engineering teams with clear documentation
• Reproduce reported bugs and provide detailed steps to reproduce for the development team
• Maintain accurate records of support interactions in the ticketing system
• Monitor system performance and alert relevant teams to potential issues
• Create and update internal knowledge base articles and customer facing documentation
• Assist with onboarding and training new support staff
• Participate in on call rotation for urgent production issues
• Collaborate with product and engineering teams to identify recurring issues and improvement opportunities

Requirements

• 2 to 4 years of experience in a technical support, help desk, or IT support role
• Strong understanding of Windows, macOS, and basic networking concepts
• Experience troubleshooting software applications and diagnosing root causes
• Familiarity with ticketing systems such as Zendesk, Jira, or ServiceNow
• Excellent written and verbal communication skills
• Ability to explain technical concepts to non-technical users
• Basic scripting or SQL knowledge is a plus
• Strong organizational skills and ability to manage multiple tickets simultaneously
• Associate or bachelor's degree in a technical field preferred

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan with company match
• Paid time off and paid holidays
• Life and disability insurance
• Professional development and certification reimbursement
• Employee wellness programs
• On-site parking
• Career growth and advancement opportunities