Support Engineer

Jobtailor

Boston (MA)

On-site

USD 65,000 - 90,000

Full time

3 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Jobtailor in Boston, MA is seeking a capable Helpdesk/DevOps support engineer to deploy, manage, and support customer production systems, including AWS GovCloud environments.

You will communicate with internal teams and customers, monitor logging and alerting, and participate in a 24x7 on-call rotation. Strong English communication and hands-on IT skills are required.

Qualifications

Associates degree or higher in IT or related field, or relevant work experience.
Hands-on PC building/troubleshooting experience.
1+ year in a Helpdesk environment with ticket management.
1+ year of client-server system experience.
Understanding of basic networking; able to troubleshoot connectivity issues.
SQL scripting knowledge is a plus; Salesforce familiarity helpful.
Experience with Zendesk and JIRA is desirable.
Fluent English, written and spoken.
DevOps or cloud environment support experience desirable.
Automation/scripting skills (BASH, Python, Go) desirable.

Responsibilities

Deploy, manage, and support customer production systems for legacy on-premises and SaaS products, including AWS GovCloud environments and customer-site user systems.
Communicate with internal teams and customers to plan and review implementation status.
Monitor logging and alerting systems to ensure high availability and reliability.
Install and configure TECH5-provided hardware and software.
Provide installation and configuration instruction and assistance to contracted support personnel.
Interface with the Project Implementation team on deployment, documentation, repair, and troubleshooting.
Respond to customer support requests via email, helpdesk ticketing system, and phone.
Use remote support tools to resolve customer hardware issues.
Reproduce reported issues, identify solutions, and report defects to engineering and management.

Skills

Customer support

Helpdesk ticketing

Client-server experience

Networking basics

Scripting

Cloud/DevOps familiarity

Technical communication

Education

Associates degree in Information Technology

Trade-school certificate

Tools

Salesforce

Zendesk

JIRA

Remote support tools

Logging and alerting systems

Job description

Deploy, manage, and support customer production systems for legacy on-premises and SaaS products, including AWS GovCloud environments and customer-site user systems
Communicate with internal teams and customers to plan and review implementation status
Monitor logging and alerting systems to ensure high availability and reliability
Install and configure TECH5-provided hardware and software
Provide installation and configuration instruction and assistance to contracted support personnel
Contribute to processes and templates for customer project implementation
Interface with the Project Implementation team on deployment, documentation, repair, and troubleshooting
Share installation, configuration, remote connection, and contact data with the Technical Support team
Participate in a 24x7 on-call shift rotation and travel up to 5% when required
Respond to customer support requests via email, helpdesk ticketing system, and phone
Complete annual security training and follow security policies and procedures
Use remote support tools to resolve customer hardware issues
Reproduce reported issues, identify solutions, and report defects to engineering and management
Assist engineering and QA teams with assigned test cases and outputs
Update asset-management information to reflect customer deployment status
Perform other assigned duties

Requirements

Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or certification from a trade-school in a relevant discipline, or equivalent work experience
Practical hands-on experience with building and troubleshooting personal computers and peripherals
A minimum of one year of experience in a Helpdesk environment including customer interaction and ticket management
A minimum of one year of demonstrated client-server system experience
Understanding of basic networking concepts and the ability to troubleshoot connectivity issues
Knowledge of SQL scripting, troubleshooting, and stored procedures creation is a plus
Familiarity with Salesforce is helpful
Experience with Zendesk and JIRA is highly desirable
Fluent English skills, written and verbal, are required
Knowledge and experience of DevOps or cloud environment support is highly desirable
Skills with automation and scripting (BASH, Python, Go, others) are desirable
Able to interpret and explain technical systems to non-technical audiences
Ability to work both independently and within a team environment, with the situational awareness to understand when escalation is warranted
Advanced knowledge of PC computing and general IT system management skills
Exhibits meticulous attention to detail and is committed to producing accurate and high-quality work
Excellent time management, organizational and problem-solving skills
Ability to lift and move up to 50-lbs
Must pass enhanced criminal and background checks required by individual customers
Must be eligible to work full-time in the United States; TECH5 USA does not provide visa sponsorship
Must complete employment eligibility verification upon hire

Core Competencies

Demonstrates expertise in deploying and managing customer production systems, including legacy on-premises and SaaS products, with a strong focus on troubleshooting and support in cloud environments. Proficient in customer interaction, ticket management, and technical communication, ensuring high availability and reliability of systems.

Highest-signal resume keywords