Remote Tech Support Engineer — Resware & Integrations

Qualia

Austin (TX)

Hybrid

USD 90,000 - 130,000

Full time

10 days ago

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Job summary

Qualia in Austin, Texas, is seeking a Technical Support Engineer for our Resware platform. You will own technical cases from first response through resolution, handle installations, upgrades, and migrations, and become a trusted technical advisor to customers and internal teams.

The role requires strong debugging, logs, API/JSON/XML troubleshooting, and experience with Windows, SQL, and secure file transfer.

Qualifications

5+ years of experience providing technical advisory and debugging/investigation to customers using Windows-based enterprise software.
IIS setup and configuration for Windows.
Ability to troubleshoot using logs and packet analysis.
Windows Service setup and troubleshooting.
Microsoft SQL troubleshooting and query capabilities.
Web service experience, including API, JSON, and XML troubleshooting.
Secure file transfer and third-party integration troubleshooting.
Experience performing or supporting enterprise software installations, upgrades, or migrations.
2+ years proven track record working across Product, Engineering, Infrastructure, DevOps, and Customer Support.
Proven ability to develop and cultivate lasting customer relationships with diverse constituencies.

Responsibilities

Own technical support cases end to end from triage through resolution.
Diagnose Resware application, service, and integration failures from logs and errors.
Own integration support requests end to end.
Plan and execute installations, upgrades, and migrations from test to production environments.
Co-own release and upgrade readiness and support customers through follow-up issues.
Participate in triage rotation and make routing/escalation decisions.
Collaborate with Engineering on defects and escalations and document findings.
Lead remote troubleshooting sessions with customer IT teams and communicate findings clearly.
Author and maintain documentation and runbooks; identify process improvements.
Use AI tooling in case work and validate outputs.