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Technical Support Engineer - - Remote Role

Important: This is a remote-based role! - Clarkston - Clarkston

Do you have technical problem solving skills plus a passion for challenges in customer service? is for you!

About Us: is a software company founded and operated by people passionate about creating better IT through software. We appreciate the transformative power of data and support those who use data to create a better world.

About the role:

As a Technical Support Engineer, you will be providing support to customers, using products, in isolating, diagnosing, reproducing, and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills, and be someone who embraces challenges.

Essential Functions:

  • Resolve customer’s issues via the telephone, email, or remote support tool session.
  • Reproducing issues in-house and responding back in a timely manner.
  • Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS)
  • Perform network maintenance and system upgrades including service packs, patches, hot fixes, and security configurations
  • Monitor performance and ensure system availability and reliability
  • Monitor system resource utilization, trending, and capacity planning
  • Provide Level-2/3 support and troubleshooting to resolve issues
  • Escalate issues in a timely manner according to Standard Operating Procedures.
  • Leverage internal technical expertise, including peers, mentors, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
  • Create new knowledgebase articles to capture new learning’s for reuse throughout the organization.
  • Read and work with other Technical Support Engineers on cases that will help cultivate that expertise.

About You:

  • Previous work experience in a technical domain. Experience in Virtualization and Cloud computing preferred.
  • CCNP or higher (CCIE or equivalent highly valued)
  • Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS)
  • Proven hands-on network engineering experience
  • Solid understanding of the OSI or TCP/IP model
  • Hands-on experience with monitoring, network diagnostic, and network analytics tools
  • Storage concepts/ terminology; hypervisor concepts, knowledge of Microsoft OS products, knowledge of Linux OS.
  • Good interpersonal, communication and customer service skills.
  • Comfortable facing new challenges and technologies.
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.

Extra Credit:

  • Multiplatform Operating Systems Knowledge (Windows, Linux) would be an added advantage


The position comes with excellent pay and benefits

How To Apply

Please submit your resume via our online job portal here:
Job Details
  • Company:
  • Post Date:September 27, 2021
  • Category:
  • Industry:
    Info Tech/Other Tech
  • Position Type: Full-Time
  • Experience: Mid Level
  • Location: 5799 S. Main St #780
    Clarkston, MI 48347
  • Please submit your resume via our online job portal:
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