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 continuous learning and professional growth.
This is an excellent opportunity to join a growing technical team where you will gain exposure to cloud technologies, Kubernetes, enterprise software platforms, and customer-facing technical support while building a rewarding long-term career.
By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.
