Technical Support Engineer

Vaco Recruiter Services; Zaventem; On-site; EUR 44,000 - 67,000; Full time

Job summary

Our client in Columbus is seeking a Technical Support Engineer to provide first-line technical support for internal and external customers across complex IT systems.

Responsibilities include troubleshooting cloud-hosted applications, managing Kubernetes environments, and delivering detailed diagnostic reports while collaborating with engineering teams to ensure timely resolutions.

Qualifications

• Minimum 1 year in a Service Desk, Technical Support, Help Desk, or Inbound Call Center environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Working knowledge of at least one major public cloud platform and managed Kubernetes environments.
• Strong verbal and written communication skills; able to explain technical concepts.

Responsibilities

• Provide professional technical support via phone, email, remote access to troubleshoot and resolve customer issues.
• Support cloud-hosted software solutions, deployments, and Kubernetes environments; escalate complex issues as needed.
• Produce diagnostic reports, performance analyses, and resolution documentation.
• Participate in rotating 24/7 on-call support schedule for emergencies.
• Assist engineering with testing, validation, and customer acceptance activities.
• Deliver technical training for internal teams and customers.

Skills

Customer support

Troubleshooting

Analytical thinking

Communication

Education

Associate degree or technical discipline

Tools

Kubernetes

SQL

HTML

Cloud platforms

Job description

Technical Support Engineer

Location: Columbus, OH

Position Type: Direct Hire

Work Arrangement: Primarily onsite with periodic travel to customer locations as needed

The Opportunity

Our client is seeking a Technical Support Engineer to provide first-line technical support for both internal and external customers utilizing complex IT-based systems. This role will focus on troubleshooting and supporting technologies including SQL, HTML, proprietary hardware and peripherals, Kubernetes environments, cloud-hosted applications, and data analytics platforms.

The ideal candidate is a customer-focused problem solver who enjoys diagnosing technical issues, collaborating with engineering teams, and delivering exceptional support in a fast-paced environment.

Schedule

Initial Training Period

All new hires will begin on First Shift (8:00 AM - 5:00 PM, Monday - Friday) for the first 12 months. This period provides comprehensive onboarding and hands-on training alongside experienced technical team members.

Post-Training Schedules

Following the initial training period, employees will transition to one of the following permanent shift schedules:

Second Shift

• 4:00 PM - 1:00 AM
• Monday - Friday

Third Shift

• 12:00 AM (Midnight) - 9:00 AM
• Sunday - Thursday

These schedules are designed with overlapping coverage to ensure seamless communication, knowledge transfer, and continuous customer support.

Key Responsibilities

You will make an impact by:

• Providing professional technical support via phone, email, remote access sessions, and other communication channels to troubleshoot, diagnose, and resolve customer issues.
• Supporting cloud-hosted software solutions and customer deployments, including troubleshooting applications, managed Kubernetes environments, and associated cloud services while escalating advanced issues when appropriate.
• Producing detailed diagnostic reports, system performance analyses, and issue-resolution documentation.
• Participating in a rotating 24/7 on-call support schedule for emergency customer incidents.
• Following through with customers to ensure timely and complete issue resolution.
• Researching technical problems, identifying root causes, and guiding customers through corrective actions.
• Assisting engineering teams with internal testing, validation activities, and customer acceptance testing initiatives.
• Delivering technical training for internal teams and customers as needed.
• Supporting onsite customer implementations, upgrades, troubleshooting efforts, and system maintenance activities.
• Traveling to customer sites as required to provide hands-on technical support and project assistance.

Required Qualifications

• Associate’s Degree in Computer Science, Information Technology, Electrical Engineering Technology (EET), Computer Engineering Technology, or a related technical discipline; equivalent experience will be considered.
• Minimum of 1 year of experience in a Service Desk, Technical Support, Help Desk, or Inbound Call Center environment.
• Strong understanding of customer support processes, operations, and service delivery best practices.
• Experience supporting and maintaining complex software applications.
• Demonstrated analytical, troubleshooting, and problem-solving skills.
• Working knowledge of at least one major public cloud platform and managed Kubernetes environments, including access to clusters and review of workloads, logs, events, and platform health.
• Strong verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical users.
• Ability to work independently and collaboratively in a team environment.

Preferred Qualifications

• Experience with SQL querying and database troubleshooting.
• Familiarity with HTML, web technologies, and application support.
• Exposure to Linux and Windows server environments.
• Experience supporting enterprise software deployments.
• Knowledge of networking fundamentals and system integrations.
• Prior experience supporting mission-critical systems in a 24/7 environment.

Travel Requirements

• Ability to travel periodically to customer locations for installation support, troubleshooting, training, and system validation activities.
• Travel expectations may vary based on project and customer needs.

What You'll Bring

• Passion for technology and customer success.
• Strong attention to detail and commitment to quality service.
• Ability to prioritize multiple issues in a fast-paced support environment.
• A proactive mindset focused on continuous learning and professional growth.

This is an excellent opportunity to join a growing technical team where you will gain exposure to cloud technologies, Kubernetes, enterprise software platforms, and customer-facing technical support while building a rewarding long-term career.