Senior Tech Support Engineer: Trusted Advisor and Solver

Jobtailor; Portsmouth (NH); On-site; USD 70,000 - 90,000; Full time

Job summary

Jobtailor is seeking a customer-focused technical support professional in the United States to lead complex issues, guide clients as a trusted advisor, and drive improvements in support processes. You will handle escalations, analyze logs, and collaborate with Product and Engineering to ensure quality resolutions.

The role emphasizes mentoring teammates, onboarding new staff, and contributing to a global support model while coordinating with cross-functional teams.

Qualifications

• BS/BA in Computer Science or related field preferred.
• Strong written and verbal communication.
• Excellent interpersonal skills.
• Analytical, proactive problem-solver.
• Experience leading initiatives and projects.
• Understanding of web browsers, web services, XML, SOAP, TCP/IP, HTTP, and HTML.
• Understanding of Windows/Linux operating systems, logging, configuration, and drivers.
• Understanding of printer communication.
• Basic understanding of log analysis and cloud environments.
• Ability to troubleshoot complex issues remotely.
• Cloud knowledge; AWS/Azure highly regarded.
• Ability to prioritize based on severity and business impact.
• Understanding of KCS methodology.
• Strong organizational and time-management skills.
• U.S.-based candidates working EST hours.
• Visa sponsorship is not available.

Responsibilities

• Lead complex customer issues and conduct customer-facing meetings on short notice.
• Triage, troubleshoot, escape, and resolve customer support tickets.
• Analyze logs, service behavior, and customer environments to identify root causes.
• Guide customers as a trusted technical advisor.
• Support onboarding and customer handovers.
• Identify common questions and create Knowledge articles.
• Reproduce, document, and escape defects to product development teams.
• Communicate feedback and feature needs to Product and Engineering.
• Improve processes, documentation, and workflows.
• Mentor and train Support team members.
• Lead or participate in projects supporting the global support model.
• Assist in onboarding new team members.

Skills

Troubleshooting

Log Analysis

Cloud Knowledge

Project Leadership

Communication

KCS Methodology

Remote Troubleshooting

Time Management

Web Technologies

Windows/Linux

Education

BS/BA in CS or related field

Job description

Jobtailor is seeking a customer-focused technical support professional in the United States to lead complex issues, guide clients as a trusted advisor, and drive improvements in support processes. You will handle escalations, analyze logs, and collaborate with Product and Engineering to ensure quality resolutions.

The role emphasizes mentoring teammates, onboarding new staff, and contributing to a global support model while coordinating with cross-functional teams.