Hybrid IT Support Engineer: Lab-Driven Troubleshooter

Lansweeper NV; Austin (TX); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Monthly internet allowance

Telework equipment

Job summary

Lansweeper is seeking a Technical Support Engineer in Austin, TX. This on-site first role (hybrid 3 days/week) embeds you in a technically sharp team to help IT professionals maximize Lansweeper platform value.

You will handle cases from a diverse customer base, reproduce issues in our in-house lab, and document your thought process for clear handovers. Expect growth toward SME-level expertise and enterprise support.

Qualifications

• 3+ years in IT support or related technical role with hands-on troubleshooting experience.
• Solid networking foundation across subnets, firewall rules, and discovery protocols.
• Hands-on Linux and Windows experience; macOS a plus.

Responsibilities

• Analyse and troubleshoot technical support cases from customers worldwide via written communication.
• Reproduce and solve issues in in-house lab across Windows, Linux, macOS, VMware, Active Directory, AWS, and Azure.
• Document troubleshooting steps clearly for QA and handover.
• Follow up on open cases to meet SLAs and maintain coverage until 6 PM CT; potential on-call rotations.
• Work in buddy system for first six months with output reviewed before customers.
• Maintain and improve technical documentation in Confluence, Jira, Salesforce.
• Grow SME-level expertise and join customer calls for severity-one and enterprise cases.

Skills

IT support

Networking

Linux

Windows

VMware

Active Directory

AWS/Azure

Jira/Confluence/Salesforce

SQL

English fluency

Tools

Jira

Confluence

Salesforce

Job description

Lansweeper is seeking a Technical Support Engineer in Austin, TX. This on-site first role (hybrid 3 days/week) embeds you in a technically sharp team to help IT professionals maximize Lansweeper platform value.

You will handle cases from a diverse customer base, reproduce issues in our in-house lab, and document your thought process for clear handovers. Expect growth toward SME-level expertise and enterprise support.