On-Site Technical Support Engineer - Fargo

OmniByte; Fargo (ND); On-site; USD 70,000 - 100,000; Full time

Job summary

OmniByte seeks a Technical Support Engineer to own and resolve complex product issues. You will analyze root causes, create self-help resources, and mentor team members, ensuring rapid, high-quality customer solutions. The role emphasizes collaboration across departments to improve product support and adoption.

On-site in Fargo, ND. Ideal candidates will have engineering or CS background, strong coding and database skills, and experience with cloud hosting and end-to-end support processes.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent work experience.
• Experience coding with one or more programming languages (e.g., Java, Python, .NET Framework).
• Experience working with database technologies (e.g., SQL, NoSQL).
• Experience in technical troubleshooting web application communication, web application infrastructure, and mobile application communication.
• Familiarity with hosting environments such as Azure and AWS.
• Familiarity with development tools such as Visual Studio, DevOps and GitHub.
• Possess excellent customer service skills, experience managing internal and external customers, a positive attitude, and a high level of initiative.
• Exceptional written and verbal communication skills including the ability to articulate technical concepts effectively.
• Two years of experience in technical support involving technical knowledge of complex software issues and debugging. Experience supporting web and/or mobile applications (Android, iOS, Windows) preferred.
• Familiarity with ticketing, CRM, and ERP systems such as HubSpot, IFS, MS Dynamics or similar.
• Certification in relevant computer languages or software is a plus.
• May require occasional early morning, evening and weekend work to accommodate our global customers.

Responsibilities

• Provide expert-level technical customer support to resolve complex inquiries, issues, and problems pertaining to our software products by leveraging your in-depth understanding of underlying technologies.
• Document follow-up and steps taken to achieve timely and satisfactory resolutions for all assigned tickets.
• Undertake in-depth analysis and root cause investigation of software issues brought to support.
• Create and maintain technical articles and FAQs for self-help resources.
• Build strong relationships that build trust in our products, services and company. Work as a liaison between customers and other internal teams to facilitate seamless communication and issue resolution.
• Maintain up-to-date, extensive knowledge of our software product, APIs, underlying architecture, and integrations. Continuously expand your knowledge of relevant supporting and complementary technologies which help provide efficient and accurate assistance.
• Contribute to the development and execution of technical end-user and partner product training programs for rapid adoption and effective usage of our software solutions.
• Mentor and assist Product Support team members, share technical expertise and best practices to build a cohesive and proficient support team.
• Collaborate with other departments to problem solve, transfer knowledge, and encourage innovation in all aspects of organization.
• Assist in the testing and validation of software updates and enhancements before their release to customers. Perform updates for new releases to customers.

Job description

OmniByte seeks a Technical Support Engineer to own and resolve complex product issues. You will analyze root causes, create self-help resources, and mentor team members, ensuring rapid, high-quality customer solutions. The role emphasizes collaboration across departments to improve product support and adoption.

On-site in Fargo, ND. Ideal candidates will have engineering or CS background, strong coding and database skills, and experience with cloud hosting and end-to-end support processes.