Remote Technical Support Engineer for Industrial Solutions

SmartSights; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Fully remote

Medical, dental, and vision insurance

401(k) with company match

Flexible PTO

Job summary

SmartSights in the United States is seeking a Technical Support Engineer to help customers troubleshoot issues, deepen their technical knowledge, and maximize value from our industrial analytics software.

This fully remote role partners with Product Management, Engineering, Channel Sales, and System Integrators to deliver practical solutions, create technical docs, and train users to prevent recurring problems.

Qualifications

• Strong troubleshooting and critical thinking to isolate problems, test explanations, and determine next steps.
• Excellent written and verbal communication, able to explain technical concepts clearly.
• Working knowledge of Windows Server and Windows desktop operating systems.
• Experience with network configurations and connectivity troubleshooting.
• Proficiency with Microsoft Excel.
• Strong organization, prioritization, and ticket management.

Responsibilities

• Own the customer experience - manage support requests by phone, email, and Support Platforms during remote sessions, keeping tickets current and customers informed through resolution.
• Solve technical challenges - troubleshoot software, Windows environments, network configurations, and related technologies with a methodical approach.
• Partner with our technical teams - identify and document software defects, provide reproducible examples, and collaborate on resolutions.
• Make expertise accessible - create technical documentation, knowledge base articles, and how-to videos that help customers and colleagues solve problems faster.
• Build customer capability - provide product guidance and technical training to customers and partners.
• Improve the way we work - spot recurring issues, share insights, and recommend changes that strengthen our products and support experience.

Skills

Troubleshooting

Remote work

Documentation

Customer communication

Windows Server/Windows

Ticket management

Education

Bachelor's degree in CS/Engineering or related field

Job description

SmartSights in the United States is seeking a Technical Support Engineer to help customers troubleshoot issues, deepen their technical knowledge, and maximize value from our industrial analytics software.

This fully remote role partners with Product Management, Engineering, Channel Sales, and System Integrators to deliver practical solutions, create technical docs, and train users to prevent recurring problems.