Senior Support Technician

CR3; United States; Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

Unlimited PTO

12 national holidays

Day off on your birthday

401(k) with up to a 6% employer match

Short-term Disability Insurance

Long-term Disability Insurance

Life Insurance (1x salary)

Voluntary life insurance

Job summary

CR3 is seeking a Senior Support Technician to join its US-based Operations team. The role focuses on handling complex customer issues, conducting detailed investigations, and owning tickets through to resolution or escalation.

You will troubleshoot across applications, infrastructure and integrations, investigate configuration and policy behaviours, and analyze logs to identify root causes. Remote diagnostics, documentation, and knowledge sharing are essential.

Qualifications

• Previous experience in a senior technical support position.
• Strong knowledge of Windows Server, Active Directory and Group Policy.
• A good understanding of networking concepts including TCP/IP, DNS, routing, firewalls and VLANs.
• Experience working with system integrations and MDM-based software deployment.
• Strong analytical and troubleshooting skills, with the ability to investigate issues methodically and identify root causes.
• Experience with log analysis, remote diagnostics and reproducing technical issues.
• Excellent attention to detail, particularly when documenting technical investigations.
• The ability to explain complex technical issues clearly to both technical and non-technical users.
• The ability to work independently while managing a varied workload of routine and complex technical issues.

Responsibilities

• Take ownership of support tickets from initial contact to resolution or escalation.
• Provide advanced troubleshooting across apps, infrastructure and integrations.
• Investigate complex configuration and system behaviour issues.
• Analyze logs and diagnostics to identify root causes.
• Conduct remote diagnostics sessions with customers.
• Reproduce issues in test environments when needed.
• Troubleshoot authentication, certificates, permissions, reporting, and data integration.
• Diagnose network issues including connectivity and firewalls.
• Work with Active Directory, Group Policy and device management.
• Serve as senior technical point of contact for complex issues.
• Escalate with detailed diagnostics and a clear technical hypothesis.
• Maintain accurate ticket documentation.
• Contribute to knowledge base and troubleshooting guides.

Skills

Senior technical support

Windows Server

Active Directory

Group Policy

TCP/IP

DNS

Networking concepts

Firewalls

VLANs

System integrations

MDM deployment

Log analysis

Remote diagnostics

Documentation

Clear communication

Independent work

Tools

Windows environment tooling

Job description

CR3 are currently representing a global EdTech organisation that develops technology designed to create safer, more effective digital learning environments. The business provides software and infrastructure solutions used by schools and organisations across the US and internationally.

They are now looking for a Senior Support Technician to join their US-based Operations team. This is a senior technical support position, focused on handling complex customer issues, carrying out detailed investigations and taking ownership of tickets through to resolution or escalation.

The Role

You will be responsible for supporting customers with a wide range of technical issues, from day-to-day queries through to more complex problems involving infrastructure, applications, integrations and network environments.

The role will involve:

• Taking ownership of customer support tickets from initial contact through to resolution or escalation.
• Providing advanced technical troubleshooting across applications, infrastructure and integrations.
• Investigating complex configuration, policy and system behaviour issues.
• Analysing logs, system outputs and diagnostic information to identify root causes.
• Carrying out remote diagnostic sessions with customers to investigate and resolve issues.
• Reproducing issues in test environments where required.
• Troubleshooting authentication, certificates, permissions, reporting, data handling and integration issues.
• Diagnosing network issues including connectivity, firewalls and service access.
• Working with Active Directory, Group Policy, device management and other customer environments.
• Acting as a senior technical point of contact for more complex customer and partner issues.
• Ensuring escalations to the Technical Operations team include detailed diagnostics and a clear technical hypothesis.
• Maintaining accurate and detailed ticket documentation.
• Contributing to knowledge base articles, technical documentation and troubleshooting guides.

About You

The ideal candidate will have:

• Previous experience in a senior technical support position.
• Strong knowledge of Windows Server, Active Directory and Group Policy.
• A good understanding of networking concepts including TCP/IP, DNS, routing, firewalls and VLANs.
• Experience working with system integrations and MDM-based software deployment.
• Strong analytical and troubleshooting skills, with the ability to investigate issues methodically and identify root causes.
• Experience with log analysis, remote diagnostics and reproducing technical issues.
• Excellent attention to detail, particularly when documenting technical investigations.
• The ability to explain complex technical issues clearly to both technical and non-technical users.
• The ability to work independently while managing a varied workload of routine and complex technical issues.
• Unlimited PTO
• 12 national holidays
• Day off on your birthday
• 401(k) with up to a 6% employer match
• Short-term Disability Insurance
• Long-term Disability Insurance
• Life Insurance equivalent to 1 year's salary
• Option to elect additional voluntary, employee-paid life insurance