Overview
On Site
$80000
Full Time
Job Details
Technical Support Engineer
Overview
Vaco has been engaged by a fast-growing SaaS company in the Denver area to build a team of Technical Support Engineers. This team will deliver high-quality technical assistance across the company’s software portfolio. The TSE will troubleshoot complex issues, collaborate cross-functionally, and help shape the customer experience through deep product expertise and proactive engagement.
Key Responsibilities
Knowledge
Collaboration
Operational Excellence
Skills & Qualifications
Core Skills
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
Overview
Vaco has been engaged by a fast-growing SaaS company in the Denver area to build a team of Technical Support Engineers. This team will deliver high-quality technical assistance across the company’s software portfolio. The TSE will troubleshoot complex issues, collaborate cross-functionally, and help shape the customer experience through deep product expertise and proactive engagement.
Key Responsibilities
- Own the full lifecycle of support cases: intake, investigation, resolution, and closure.
- Create and maintain clear action plans (Who, What, When) for complex issues.
- Troubleshoot installation, performance, configuration, and integration challenges.
- Reproduce customer issues in lab environments to isolate root causes.
- Conduct live support sessions via phone, screen share, or chat.
- Collect and analyze logs and diagnostics to inform resolution.
- Escalate bugs, risks, or platform issues to Engineering or Account Teams.
- Maintain ticket hygiene and manage suspended queues.
Knowledge
- Apply and contribute to company’s Knowledge Base (KB/FAQ).
- Identify documentation gaps and propose updates.
- Link cases to existing bugs or enhancement requests.
- Participate in release testing and provide feedback.
Collaboration
- Partner with Product, Engineering, and Customer Success for coordinated resolutions.
- Optionally moderate community forums and assist with onboarding new hires.
Operational Excellence
- Respond to inbound support calls (Diamond Customers, if applicable).
- Handle regional queues and shift-based responsibilities.
- Document case history and technical notes in ServiceCloud.
- Stay current with product updates and participate in release testing.
Skills & Qualifications
Core Skills
- Strong troubleshooting across OS, networking, databases, and SaaS environments.
- Ability to manage multiple cases in a fast-paced, SLA-driven setting.
- Skilled in root cause analysis and issue reproduction.
- Clear communication with both technical and non-technical audiences.
- Experience with case management tools (e.g., Salesforce/ServiceCloud).
- Basic authoring skills for documentation and KB articles.
- Familiarity with scripting, SQL, and cloud/SaaS architecture.
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.