Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
About the role
- Technical Support Engineer resolving software and hardware issues for elite sporting customers. Collaborating with various teams to enhance product reliability and support experience.
Responsibilities
- Acting as the primary technical point of contact for software-related queries, resolving complex full-stack and mobile application issues from initial investigation through to resolution
- Diagnosing and resolving issues with USB-connected hardware, including device detection failures, driver conflicts, power delivery issues, firmware compatibility, and data transfer errors across Windows and macOS
- Supporting end-to-end USB workflows such as device provisioning, firmware updates, secure data extraction, and troubleshooting physical connection faults (cables, ports, hubs, docking stations)
- Providing support for network-connected devices, including configuration, connectivity troubleshooting, IP/DHCP issues, firewall restrictions, and Wi-Fi/Ethernet performance problems
- Diagnosing data transmission and synchronisation issues between devices and cloud or on-prem systems, using logs, packet-level reasoning, and network diagnostic tools
- Becoming a product champion, developing deep expertise in our product suite and identifying opportunities to improve reliability, usability, and customer experience
- Assisting with release management, including preparation, documentation, and deployment of software updates and patches to our global customer base
- Contributing to the evolution of Technical Support processes, participating in RCPS sessions to prevent recurring issues and improving long-term product quality
- Partnering with Account Managers and Customer Success teams to deliver a premium, end-to-end support journey for all customers
Requirements
- 1–3 years’ experience in a fast-paced IT application support, technical support, or junior development environment
- Foundational knowledge of C# (or similar object-oriented languages) and Angular
- Comfortable working with SQL databases such as MySQL
- Enjoy applying critical thinking and structured problem-solving to technical challenges
- Solid understanding of defect and incident management within the Software Development Lifecycle
- Confident troubleshooting across both Windows and macOS environments
- Communicates clearly and can document complex customer issues with strong attention to detail
- Take full ownership of customer problems and see them through to resolution
- Enjoy collaborating across engineering, product, and customer-facing teams
- Practical experience working with the ITIL framework, particularly incident and problem management (Nice to have)
- Familiarity with support and ticketing tools such as Zendesk, Jira Service Management, or similar (Nice to have)
Benefits
- A customer- and product-focused support role where your work directly supports tools used in elite sport
- The opportunity to develop deep technical knowledge across software, hardware, and networking
- Exposure to real-world engineering challenges and close collaboration with product and development teams
- A culture that values ownership, learning, quality, and continuous improvement
- The chance to support athletes and teams performing at the very top of their game
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Remote Support Engineer providing technical support to field engineers on Rockwell Automation products. Troubleshooting issues and collaborating with various teams to ensure customer satisfaction.
APAC Technical Support Leader responsible for leading technical support across Asia Pacific region. Driving improvements and managing escalations to enhance customer satisfaction.
Technical Support Engineer providing support for FortiGate and FortiAuthenticator. Collaborating with customers to resolve technical issues and ensure optimal product performance.
Deposit Operations Support Analyst responsible for managing legal requests and providing customer support. Handling various operational tasks to ensure compliance and customer satisfaction within the bank.
Manage and grow a Technical Customer Support team at Anrok. Focus on customer - first processes and collaboration with Product and Engineering teams.
2nd Line Support Engineer at Darktrace providing IT support and troubleshooting for cybersecurity technologies. Collaborating with first and third line support while managing problem resolution and documentation.
VP of Technical Support Engineering at Slack overseeing global support and engagement strategies. Leading teams to ensure effective practices for exceptional customer experiences
U - Haul seeking a U - Box Field Support Analyst for operational support in Phoenix, Arizona. Role involves handling live support, incident management, and critical thinking in a high - volume environment.
Senior IT Customer Support Technician providing IT support for 500+ Army personnel. Resolving technical issues and ensuring optimal operation of computer systems on - site in South Carolina.