Technical Support Engineer

EPITEC; Chicago (IL); Hybrid; Full time

Job summary

A leading company in the technology sector is seeking a Technical Support Engineer to provide customer-facing support for cloud-based applications. The role involves monitoring and managing cloud infrastructure, troubleshooting incidents, and ensuring service level agreements are met. Candidates should have a strong background in technical support and cloud services, with a focus on customer satisfaction.

Benefits

Medical insurance

Vision insurance

401(k)

Disability insurance

PTO

Holiday pay

Qualifications

• 3-5 years of customer-facing technical support experience.
• 2-3 years’ experience with Microsoft Azure services.
• 1-2 years’ experience with AWS services.

Responsibilities

• Support and monitor cloud infrastructure and services.
• Participate in root cause corrective action projects.
• Prioritize troubleshooting and issue resolution.

Skills

Technical support

Customer service

Troubleshooting

Cloud services

Communication

Education

Bachelor’s degree preferred

Tools

Microsoft Azure

AWS

ITSM systems

Job description

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This range is provided by EPITEC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$50.00/hr - $55.00/hr

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Technical Support Engineer

Location: Chicago, IL; Peoria, IL; Dallas, TX

Schedule: Monday – Friday, 8:00 AM – 5:00 PM EST (Hybrid, plus on-call rotation)

Job Type: W2 Contract (Potential to extend or convert)

Pay Range: $50-55/hour with optional benefits including PTO, holiday pay, medical insurance, and 401(k)

Position’s Contributions to Work Group

• Support and monitor cloud infrastructure and services
• Determine operational priorities on work backlog
• Participate in root cause corrective action projects and drive continuous improvement
• Maintain strong ownership over incident and problem management, ensuring issues are resolved
• Stay informed on new feature releases to ensure knowledge transfer before deployment
• Prioritize troubleshooting and issue resolution to meet defined OLAs (Operational Level Agreements)

Typical Task Breakdown

• Monitor and provide customer-facing support for cloud-based applications, services, and infrastructure
• Determine operational priorities of work backlog items
• Participate in root cause corrective action projects and drive continuous product improvement
• Maintain strong ownership over incident and problem management, ensuring issues are tracked to closure
• Track new feature releases and ensure knowledge transition from the development team
• Prioritize troubleshooting and issue resolution to meet enterprise OLAs
• Participate in on-call support rotation and respond to priority alerts with urgency

Education & Experience Required

• Bachelor’s degree preferred, or equivalent work experience

Technical Skills (Required)

• 3–5 years of customer-facing technical support experience
• 2–3 years’ experience with Microsoft Azure services (e.g., Azure App Services, Azure DevOps)
• 1–2 years’ experience with or knowledge of AWS services (e.g., EC2, S3, Lambda, RDS, IAM, CloudWatch)
• Experience with monitoring tools (e.g., CloudWatch, App Insights, Grafana, Kibana)
• Experience with ITSM/customer ticketing systems (e.g., ServiceNow, Salesforce)
• Experience with at least one technology stack for designing, coding, testing, and delivering software
• Working knowledge of infrastructure components (e.g., routers, switches, firewalls, load balancers, DNS)
• Working knowledge of databases, including structures, relational concepts, and queries
• Expertise in implementing best security models and practices
• Bonus: Experience with JSON, Java, PowerShell, and Python

Soft Skills (Required)

• Troubleshoot priority incidents, facilitate blameless post-mortems, and ensure permanent resolution
• Collaborate with development teams to build reliable, scalable software with minimal rework
• Identify application patterns and analytics to support improved service level objectives
• Communicate technical matters clearly and concisely, adapting to audience and urgency
• Build strong relationships with operations and support teams across the US, Europe, and India
• Maintain a flexible schedule to support international collaboration
• Train and mentor less experienced team members
• Demonstrate a relentless commitment to helping customers with thorough technical solutions

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Analyst and Information Technology

• Industries

  Agriculture, Construction, Mining Machinery Manufacturing

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Disability insurance

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