Senior Technical Support Engineer - Complex Issues Lead (Hybrid)

Loftware; United States; Hybrid; USD 95,000 - 120,000; Full time

Job summary

Loftware, the global leader in enterprise labeling, is seeking a Senior Technical Support Engineer in Portsmouth, NH (Hybrid). You will serve as a trusted technical advisor, troubleshoot complex issues, and drive customer success across Loftware products and related technologies.

Responsibilities include leading customer meetings, triaging tickets, analyzing logs, writing knowledge articles, mentoring teammates, and contributing to product feedback.

Qualifications

• BS/BA in Computer Science or a related field.
• Strong written and verbal communication skills.
• Excellent interpersonal skills.
• Experience leading initiatives and projects.

Responsibilities

• Take the lead on complex customer issues and conduct customer-facing meetings on short notice.
• Triage, troubleshoot, elevate, and resolve customer support tickets with ownership and urgency.
• Analyze logs, service behavior, and customer environments to identify root causes.
• Utilize product domain knowledge to guide customers as a trusted technical advisor.
• Support onboarding and customer handovers.

Skills

Strong communication

Interpersonal skills

Project leadership

Education

BS/BA in Computer Science or related field

Tools

Windows/Linux OS

Logging

Cloud environments AWS/Azure

Job description

Loftware, the global leader in enterprise labeling, is seeking a Senior Technical Support Engineer in Portsmouth, NH (Hybrid). You will serve as a trusted technical advisor, troubleshoot complex issues, and drive customer success across Loftware products and related technologies.

Responsibilities include leading customer meetings, triaging tickets, analyzing logs, writing knowledge articles, mentoring teammates, and contributing to product feedback.