Lead Technical Support Engineer

engineeringjobs.net, Inc.; United States; Hybrid; USD 65,000 - 95,000; Full time

Job summary

engineeringjobs.net, Inc. is seeking a hands-on Technical Support Engineer ready to move into team leadership in a fast-paced hi-tech environment. This hybrid role blends Tier-1 support with ownership of support processes and training initiatives.

You will mentor junior members, shape workflows, and become a go-to expert on our platform, helping scale a world-class support function from within.

Qualifications

• 3+ years of experience in a customer-facing technical support or technical account management role.
• Fluent English with excellent written and verbal communication.
• Ability to work independently in high-pressure, high-volume environments.
• Technical troubleshooting skills with experience in Zendesk, SFTP, API integration and Python.

Responsibilities

• Serve as the first point of contact for Tier-1 technical support and triage issues.
• Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.
• Guide customers through platform features, API integrations, and SFTP connections.
• Drive and document support workflows, training plans, and internal processes to ensure team effectiveness.
• Mentor and support junior team members, taking initiative to train and upskill where needed.
• Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
• Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
• Provide product education and support to clients, helping them understand platform functionality.
• Flexible to work Fridays if needed, with occasional evening and holiday shifts.
• On call for urgent issues as part of a regular rotation.

Skills

3+ years experience

Fluent English

High-pressure environment

Technical troubleshooting

Zendesk

SFTP

API integration

Basic Python

Problem solving

Ownership / bias for action

Tools

Zendesk

Job description

engineeringjobs.net, Inc. is seeking a hands-on Technical Support Engineer ready to move into team leadership in a fast-paced hi-tech environment. This hybrid role blends Tier-1 support with ownership of support processes and training initiatives.

You will mentor junior members, shape workflows, and become a go-to expert on our platform, helping scale a world-class support function from within.