Mission-Critical Tech Support Engineer

Illumia; Scottsdale (AZ); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible time off

Health insurance

Life insurance/AD&D

EAP

FSA/HSA

401(k)

Employee stock purchase plan

Job summary

Illumia is seeking a Technical Support Engineer to diagnose and resolve complex software and hardware issues for customers in healthcare, higher education, and corporate campuses. You will deliver exceptional support while building strong customer relationships and contributing to product improvements.

Join a hybrid team supporting Alpharetta, GA, Scottsdale, AZ, and beyond, with growth pathways to Senior Technical Support Engineer and specialized roles in Customer Engineering or Technical

Qualifications

• 2-4 years of technical support or software troubleshooting experience.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent written and verbal communication, able to explain technical concepts to non-technical users.
• Experience with SQL databases and basic query writing.
• Familiarity with Windows and/or Linux server environments.
• Understanding of web technologies (HTTP/HTTPS, APIs, web browsers).
• Customer service orientation with patience and empathy.
• Ability to work independently and manage multiple cases.
• Willingness to learn new technologies and adapt to changing environments.

Responsibilities

• Troubleshoot software and hardware issues across Illumia's product portfolio for customers in healthcare, higher education, and corporate environments.
• Collaborate with internal teams to resolve escalated cases and ensure timely resolution.
• Document solutions and contribute to the knowledge base for team-wide learning and efficiency.
• Drive process improvements that enhance overall support delivery and customer satisfaction.
• Serve as a trusted technical advisor to customers across Illumia's diverse product portfolio.

Skills

Technical support

Analytical thinking

Communication

SQL

Windows/Linux

Web technologies

Education

Bachelor's degree in CS or related field

Tools

Ticketing systems

Job description

Illumia is seeking a Technical Support Engineer to diagnose and resolve complex software and hardware issues for customers in healthcare, higher education, and corporate campuses. You will deliver exceptional support while building strong customer relationships and contributing to product improvements.

Join a hybrid team supporting Alpharetta, GA, Scottsdale, AZ, and beyond, with growth pathways to Senior Technical Support Engineer and specialized roles in Customer Engineering or Technical