Remote Biometrics Support Engineer

TECH5 USA, Inc.; Richmond (VA); Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid time off

401K plan

Health, dental, vision insurance

Life insurance

Job summary

TECH5 USA, Inc. seeks a Remote Support Engineer to deploy, manage, and support customer production systems for legacy on-premises and new SaaS offerings, including AWS GovCloud. The role requires Virginia residency due to occasional on-site visits and a 24x7 on-call rotation.

You will install hardware/software, assist contracted staff, and coordinate with project teams to ensure high availability, security, and customer satisfaction. Strong IT and networking skills are essential.

Qualifications

• Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or a related certification, or equivalent work experience.
• Hands-on experience building and troubleshooting personal computers and peripherals.
• At least 1 year in a Helpdesk with customer interaction and ticket management.
• At least 1 year of client-server system experience.
• Understanding of basic networking and troubleshooting connectivity issues.
• Knowledge of SQL scripting; stored procedures a plus.
• Familiarity with Salesforce; Zendesk and JIRA desirable.

Responsibilities

• Communicate with internal teams and customers to plan and review implementation status.
• Monitor logging and alerting systems for high availability and reliability.
• Install and configure TECH5-provided hardware and software for customers.
• Contribute to process and template development for deployments.
• Coordinate with Project Implementation on deployment, documentation, repairs, and troubleshooting.
• Submit to background checks per customer requirements.
• Participate in 24x7 on-call rotation and up to 5% travel.
• Respond to support requests via email, helpdesk, and phone.
• Complete annual security training and follow security policies.
• Use remote tools to diagnose and resolve hardware issues; reproduce issues and report defects to engineering.
• Assist QA and engineering in executing tests and providing outputs.
• Update asset management to reflect deployment status.

Skills

Fluent English

DevOps

Scripting

BASH

Python

Go

Tech communication

Independent worker

Team collaboration

Attention to detail

Education

IT/CS/CE degree

Trade-school certificate

Tools

Salesforce

Zendesk

JIRA

Job description

TECH5 USA, Inc. seeks a Remote Support Engineer to deploy, manage, and support customer production systems for legacy on-premises and new SaaS offerings, including AWS GovCloud. The role requires Virginia residency due to occasional on-site visits and a 24x7 on-call rotation.

You will install hardware/software, assist contracted staff, and coordinate with project teams to ensure high availability, security, and customer satisfaction. Strong IT and networking skills are essential.