Senior Technical Support Engineer

Position Summary

We are looking for a Senior Technical Support Engineer to provide advanced support to customers, resolve complex technical issues, and ensure a positive support experience. This role combines strong technical troubleshooting with excellent customer communication and the ability to collaborate closely with engineering and product teams.

100% paid employee health insurance option; generous PTO policy; 401k with match; excellent professional work environment. Must pass various background tests including credit report. SALARY REQUIREMENTS must be submitted with Resume for consideration.

Responsibilities

• Provide advanced technical support to customers via phone, email, chat, or ticketing systems.
• Diagnose, troubleshoot, and resolve complex software, hardware, or system-related issues.
• Serve as an escalation point for high-priority or difficult support cases.
• Communicate clearly and professionally with internal and external clients.
• Document troubleshooting steps, resolutions, and recurring issues in the support system or knowledge base.
• Collaborate with engineering, product, and operations teams to investigate root causes and drive fixes.
• Mentor and assist junior support team members.
• Identify trends in customer issues and recommend process or product improvements.
• Some On-Call responsibilities
• Occasional domestic travel may be needed
• This is not a work from home position and daily commute to downtown Atlanta is required. 4 days on site, 1 work from home. Parking and MARTA paid 100%. MARTA Stop is Peachtree Center.

Qualifications

• 10+ years of experience in technical support, customer support, or a related technical role.
• Strong troubleshooting skills with software, hardware, networking, or cloud-based systems.
• Excellent written and verbal communication skills.
• Demonstrated ability to manage multiple cases and prioritize effectively in a fast-paced environment.
• Experience with ticketing systems,...