Job Ref: # 7357409
Date Posted: 3/26/2026
Location: Mooresville, North Carolina
Salary (USD): $78,000 - $80,000
Description
The Support Engineer plays a key role in ensuring the reliability, performance, and success of the product suite. This position combines hands-on technical expertise with strategic awareness, supporting internal teams and engaging directly with customers.
Reporting to executive leadership, this role involves diagnosing and resolving product issues, maintaining documentation, and collaborating closely with engineering and QA teams to ensure product quality and stability. This position is ideal for someone who thrives in a fast-paced environment and enjoys solving complex technical problems.
Must-Have Skills, Experience, and Education
• Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent experience
• 3–5 years of experience in technical support, product engineering, or systems troubleshooting
• Strong understanding of software systems, APIs, databases, and networking fundamentals
• Experience with diagnostic tools and ticketing systems such as Jira or Zendesk
• Familiarity with version control systems such as Git
• Strong communication skills with the ability to explain technical concepts clearly
• Ability to work independently and manage priorities in a fast-paced environment
• 3–5 years of experience in technical support, product engineering, or systems troubleshooting
• Strong understanding of software systems, APIs, databases, and networking fundamentals
• Experience with diagnostic tools and ticketing systems such as Jira or Zendesk
• Familiarity with version control systems such as Git
• Strong communication skills with the ability to explain technical concepts clearly
• Ability to work independently and manage priorities in a fast-paced environment
Requirements
• Act as the primary technical support contact for product-related issues
• Diagnose, replicate, and resolve complex technical issues through testing and analysis
• Create and maintain internal documentation, troubleshooting guides, and FAQs
• Provide expert-level support to customers and partners
• Identify recurring issues and recommend product improvements
• Support product launches, updates, and migrations
• Track and report support metrics and performance trends to leadership
• Collaborate with QA and development teams to validate fixes and ensure product stability
• Diagnose, replicate, and resolve complex technical issues through testing and analysis
• Create and maintain internal documentation, troubleshooting guides, and FAQs
• Provide expert-level support to customers and partners
• Identify recurring issues and recommend product improvements
• Support product launches, updates, and migrations
• Track and report support metrics and performance trends to leadership
• Collaborate with QA and development teams to validate fixes and ensure product stability
Nice-to-Have Skills, Experience, and Education
• Experience working directly with executive leadership
• Strong analytical and problem-solving mindset
• Customer-focused approach with a commitment to high-quality support
• Experience with QA processes, automated testing, or product validation workflows
• Strong analytical and problem-solving mindset
• Customer-focused approach with a commitment to high-quality support
• Experience with QA processes, automated testing, or product validation workflows
Job Posting
