Customer Support Engineer

Description

Looking for a Customer Support Engineer in Phoenix, AZ to be the technical bridge between our customers and our product and engineering teams. You will diagnose complex issues, guide customers to fast resolutions, and turn what you learn in the field into product improvements.

This is a hands-on, problem-solving role for someone who enjoys digging into root causes and explaining technical concepts clearly. You will own customer issues from first contact through resolution, and you will help us build the documentation, tools and processes that make support better for everyone.

What You'll Do

• Serve as the primary technical contact for customers, responding to support requests by email, phone, chat and ticketing system within our service-level targets
• Troubleshoot hardware, software, network and integration issues, reproducing problems and isolating root causes
• Analyze logs, configuration files and system behavior to diagnose problems, using scripts or command-line tools where needed
• Guide customers through installation, configuration, upgrades and best practices, in person at customer sites in the Hillsboro and Phoenix areas when needed
• Escalate complex or recurring issues to engineering with clear, well-documented reproduction steps, and follow them through to closure
• Write and maintain knowledge base articles, troubleshooting guides and internal runbooks
• Spot trends in support cases and share feedback with product, engineering and sales to improve the product
• Keep accurate case notes and meet quality and response-time standards in the ticketing system
• Mentor teammates, share knowledge and help refine support processes as the team grows
• Participate in on-call or after-hours coverage on a rotation, as business needs require

• 2+ years of experience in technical support, support engineering, field service or a similar customer-facing technical role (equivalent education or hands-on experience considered)
• Strong troubleshooting skills and a methodical approach to isolating problems in complex systems
• Working knowledge of operating systems (Windows and Linux), networking fundamentals (TCP/IP, DNS, DHCP) and common diagnostic tools
• Comfort reading logs and working in the command line; basic scripting (Python, Bash or PowerShell) is a plus
• Excellent written and verbal communication, with the ability to explain technical concepts to both technical and non-technical audiences
• Patience, empathy and a calm approach with frustrated customers, balanced with a drive to resolve issues quickly
• Experience with ticketing and CRM platforms such as Zendesk, Jira, Salesforce or similar
• Strong organization and the ability to manage multiple cases and priorities at once
  
• Authorization to work in the United States

Nice-to-Have Skills, Experience, and Education:

• Bachelor's degree in computer science, engineering, IT or a related field
• Industry certifications such as CompTIA A+/Network+, CCNA or similar
• Experience with APIs, REST tools (such as Postman) or SQL for investigating customer data
• Familiarity with cloud platforms (AWS, Azure or GCP) and virtualization
• Experience in semiconductor, hardware, electronics or enterprise software environments
• Experience writing customer-facing documentation or training materials

Job Posting

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