Senior Technical Support Engineer — Advanced Troubleshooting & On-Call

Advantage 360; Massachusetts; Hybrid; USD 80,000 - 110,000; Full time

Job summary

Advantage 360 is seeking a Senior Technical Support Engineer to provide advanced technical support and troubleshooting for customers. This role ensures timely resolution of complex issues while maintaining high levels of customer satisfaction.

The ideal candidate will have a Bachelor’s degree in Computer Science and 5+ years of experience in support or a similar field. Responsibilities include diagnosing intricate problems and collaborating with teams to deliver exceptional support.

Qualifications

• 5+ years of experience in Support, QA, Systems Engineering, or a similar role.
• Strong communication and interpersonal skills for effective customer interaction.
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Respond to and resolve customer support tickets across multiple products and platforms.
• Diagnose and troubleshoot software, hardware, and network issues.
• Collaborate with development teams to escalate and resolve critical bugs.

Skills

Problem-solving

Communication

User-level knowledge of Linux

Analyzing packet captures with Wireshark

Education

Bachelor’s degree in Computer Science or related field

Tools

Wireshark

Kubernetes

Red Hat OpenShift

Grafana

Elasticsearch

Kibana

Job description

Advantage 360 is seeking a Senior Technical Support Engineer to provide advanced technical support and troubleshooting for customers. This role ensures timely resolution of complex issues while maintaining high levels of customer satisfaction.

The ideal candidate will have a Bachelor’s degree in Computer Science and 5+ years of experience in support or a similar field. Responsibilities include diagnosing intricate problems and collaborating with teams to deliver exceptional support.