Hybrid IT Support Engineer — AI-Driven, SME Path

Lansweeper; Austin (TX); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Vacation days

Sick days

Personal days

Public holidays

Job summary

Lansweeper in Austin, TX is hiring a Support Engineer to join an on-site-first, hybrid team (3 days a week in the office). You will work from a technical lab across Windows, Linux, macOS, AD, VMware, AWS, and Azure, helping IT professionals worldwide.

You will document troubleshooting steps, manage a high-volume queue, and grow SME expertise toward operational leadership, collaborating with a global team of SMEs and managers.

Qualifications

• 3+ years in IT support or system administration.
• Solid networking, subnets, firewall concepts.
• Hands-on Linux and Windows experience.
• VM setup and lab environments (VMware).
• Familiarity with Active Directory and cloud platforms (AWS or Azure).
• Basic SQL queries.
• Fluent English, written and spoken.
• Authorized to work in the US, Austin, TX area.

Responsibilities

• Analyse and troubleshoot technical support cases from customers worldwide, primarily via written communication.
• Reproduce and solve issues in our in-house lab across Windows, Linux, macOS, VMware, Active Directory, AWS, and Azure.
• Document your troubleshooting steps and train of thought clearly in every case for QA and handover.
• Follow up on open cases proactively; ensure SLAs are respected (on-call rotations in the future).
• Work within a buddy system for the first six months, with output reviewed before it reaches customers.
• Maintain and improve technical documentation in Confluence, Jira, and Salesforce.
• Grow SME-level expertise and join enterprise calls as you progress.

Skills

IT support

Network fundamentals

Linux

Windows

VMware

Active Directory

Cloud platforms

SQL basics

Tools

Jira

Confluence

Salesforce

Job description

Lansweeper in Austin, TX is hiring a Support Engineer to join an on-site-first, hybrid team (3 days a week in the office). You will work from a technical lab across Windows, Linux, macOS, AD, VMware, AWS, and Azure, helping IT professionals worldwide.

You will document troubleshooting steps, manage a high-volume queue, and grow SME expertise toward operational leadership, collaborating with a global team of SMEs and managers.