Customer Support Engineer

Description

• 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

• 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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