Senior Technical Support Engineer – Field & Remote

SecuraStock; Beachwood (OH); On-site; USD 59,000 - 72,000; Full time

Job summary

SecuraStock is seeking a Senior Technical Support Specialist to deliver advanced technical support to customers across North America and act as a senior resource within the Technical Support team.

The role blends troubleshooting, customer service, field visits, and mentoring for other technicians. Strong communication and a hands-on, problem-solving mindset are essential for success in this position.

Qualifications

• 3-5 years of technical support, field service, maintenance, installation, or troubleshooting experience.
• Experience providing customer support by phone and remote access.
• Experience installing, servicing, or troubleshooting industrial or electromechanical equipment is preferred.
• Previous experience mentoring, training, or assisting other technical personnel is preferred.

Responsibilities

• Provide advanced technical support via phone, email, remote access, and on-site visits.
• Troubleshoot hardware, software, networking, connectivity, and machine operation issues.
• Serve as a technical resource for other Technical Support team members.
• Assist with customer installations, commissioning, upgrades, repairs, and system configuration.
• Support machine setup, software configuration, and network connectivity.
• Assist in training and mentoring Technical Support personnel.
• Document customer issues, resolutions, and service activities.
• Develop and maintain troubleshooting guides and technical documentation.
• Work closely with Engineering, Manufacturing, Sales, and Operations to resolve customer and product issues.
• Identify recurring issues and recommend product, service, and process improvements based on field experience.

Skills

Windows OS

TCP/IP

Network troubleshooting

Customer service

Documentation

Mentoring

Multi-tasking

Effective communication

Field service

Education

Associate Degree (Electrical/Electronics/IT)

Tools

MS Office

Remote access software

ERP/Inventory systems

Industrial hardware/tools

Job description

SecuraStock is seeking a Senior Technical Support Specialist to deliver advanced technical support to customers across North America and act as a senior resource within the Technical Support team.

The role blends troubleshooting, customer service, field visits, and mentoring for other technicians. Strong communication and a hands-on, problem-solving mindset are essential for success in this position.