Support Engineer

Disruption; Boston, Northern (MA, KY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Remote work options

401(k) matching up to 6%

Professional development and cert. 지원

On-call compensation

Job summary

Disruption is seeking a skilled Support Engineer to join our Technical Support team and deliver exceptional service to enterprise clients. You will resolve complex issues across Windows, Linux, and macOS, investigate performance problems, and collaborate with development and infrastructure teams to provide timely solutions.

In this role you will own triage and on-call duties, document resolutions for the knowledge base, assist with account management, and help customers understand technical

Qualifications

• 2+ years in technical support or IT help desk.
• Proficient across Windows, Linux, macOS.
• Experience with ticketing systems (ServiceNow, Zendesk, Jira Service Desk).
• Knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Active Directory and Office 365.
• Excellent communication and customer service skills.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Provide Tier 2/3 technical support for enterprise clients via phone, email, and chat.
• Troubleshoot complex technical issues across Windows, Linux, and macOS environments.
• Investigate application, network, and system performance issues.
• Document issues, resolutions, and best practices in knowledge base.
• Escalate complex issues to appropriate teams with detailed documentation.
• Collaborate with development teams to diagnose and resolve software bugs.
• Assist with user account management and access control.
• Participate in on-call rotation for after-hours support.

Skills

Technical support

Troubleshooting

OS diversity

Active Directory

Office 365

Customer communication

Explain concepts

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Zendesk

Jira Service Desk

PowerShell

Bash

Python

VMware

Hyper-V

Remote tools

Job description

We're looking for a skilled Support Engineer to join our Technical Support team and provide exceptional service to our enterprise clients. You'll be the technical expert helping users resolve complex issues across a wide range of applications, systems, and platforms.

In this role, you'll investigate and troubleshoot escalated issues, work closely with development and infrastructure teams, and ensure that our clients receive timely and effective solutions to their technical challenges.

Key Responsibilities

• Provide Tier 2/3 technical support for enterprise clients via phone, email, and chat
• Troubleshoot complex technical issues across Windows, Linux, and macOS environments
• Investigate application, network, and system performance issues
• Document issues, resolutions, and best practices in knowledge base
• Escalate complex issues to appropriate teams with detailed documentation
• Collaborate with development teams to diagnose and resolve software bugs
• Assist with user account management and access control
• Participate in on-call rotation for after-hours support

Required Qualifications

• 2+ years of experience in technical support or IT help desk
• Strong troubleshooting skills across multiple operating systems and platforms
• Experience with ticketing systems (ServiceNow, Zendesk, Jira Service Desk)
• Knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Familiarity with Active Directory and Office 365
• Excellent communication and customer service skills
• Ability to explain technical concepts to non-technical users

Preferred Qualifications

• Experience with cloud platforms (AWS, Azure, Google Workspace)
• Knowledge of scripting (PowerShell, Bash, Python)
• Familiarity with virtualization technologies (VMware, Hyper-V)
• Experience with remote support tools (TeamViewer, LogMeIn, ConnectWise)
• Understanding of ITIL service management practices
• Bachelor's degree in Information Technology or related field
• Competitive salary with performance bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) matching up to 6%
• Remote work options with flexible scheduling
• Professional development and certification support
• On-call compensation and shift differentials
• Career growth opportunities

About the Team

Join our Technical Support team, a group of dedicated professionals committed to delivering exceptional support experiences. We work collaboratively to solve complex technical challenges and ensure our clients can maximize the value of their technology investments.

We foster a supportive environment where continuous learning is encouraged, and team members have clear paths for advancement. Whether you're looking to deepen your technical expertise or move into specialized roles, we'll support your career development.

Ready to Join Our Team?

Help enterprise clients solve technical challenges and grow your support career.