Technical Support Engineer

OmniByte; Fargo (ND); On-site; USD 70,000 - 100,000; Full time

Job summary

OmniByte seeks a Technical Support Engineer to own and resolve complex product issues. You will analyze root causes, create self-help resources, and mentor team members, ensuring rapid, high-quality customer solutions. The role emphasizes collaboration across departments to improve product support and adoption.

On-site in Fargo, ND. Ideal candidates will have engineering or CS background, strong coding and database skills, and experience with cloud hosting and end-to-end support processes.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent work experience.
• Experience coding with one or more programming languages (e.g., Java, Python, .NET Framework).
• Experience working with database technologies (e.g., SQL, NoSQL).
• Experience in technical troubleshooting web application communication, web application infrastructure, and mobile application communication.
• Familiarity with hosting environments such as Azure and AWS.
• Familiarity with development tools such as Visual Studio, DevOps and GitHub.
• Possess excellent customer service skills, experience managing internal and external customers, a positive attitude, and a high level of initiative.
• Exceptional written and verbal communication skills including the ability to articulate technical concepts effectively.
• Two years of experience in technical support involving technical knowledge of complex software issues and debugging. Experience supporting web and/or mobile applications (Android, iOS, Windows) preferred.
• Familiarity with ticketing, CRM, and ERP systems such as HubSpot, IFS, MS Dynamics or similar.
• Certification in relevant computer languages or software is a plus.
• May require occasional early morning, evening and weekend work to accommodate our global customers.

Responsibilities

• Provide expert-level technical customer support to resolve complex inquiries, issues, and problems pertaining to our software products by leveraging your in-depth understanding of underlying technologies.
• Document follow-up and steps taken to achieve timely and satisfactory resolutions for all assigned tickets.
• Undertake in-depth analysis and root cause investigation of software issues brought to support.
• Create and maintain technical articles and FAQs for self-help resources.
• Build strong relationships that build trust in our products, services and company. Work as a liaison between customers and other internal teams to facilitate seamless communication and issue resolution.
• Maintain up-to-date, extensive knowledge of our software product, APIs, underlying architecture, and integrations. Continuously expand your knowledge of relevant supporting and complementary technologies which help provide efficient and accurate assistance.
• Contribute to the development and execution of technical end-user and partner product training programs for rapid adoption and effective usage of our software solutions.
• Mentor and assist Product Support team members, share technical expertise and best practices to build a cohesive and proficient support team.
• Collaborate with other departments to problem solve, transfer knowledge, and encourage innovation in all aspects of organization.
• Assist in the testing and validation of software updates and enhancements before their release to customers. Perform updates for new releases to customers.

Job description

The OmniByte Product Support team is looking for a Technical Support Engineer who will own, investigate and solve complex, technical product issues. We are looking for a problem solver who loves working with people and helping our users understand how to use their investment in our products to their full potential.

Being able to quickly and effectively serve our customers is critical to helping accomplish OmniByte’s mission:Empower companies to capture and utilize critical business data via simple, relevant, and portable solutions.

This position is on-site in our Fargo, ND office.

Primary Responsibilities

• Provide expert-level technical customer support to resolve complex inquiries, issues, and problems pertaining to our software products by leveraging your in-depth understanding of underlying technologies.


• Document follow-up and steps taken to achieve timely and satisfactory resolutions for all assigned tickets.


• Undertake in-depth analysis and root cause investigation of software issues brought to support.


• Create and maintain technical articles and FAQs for self-help resources.


• Build strong relationships that build trust in our products, services and company. Work as a liaison between customers and other internal teams to facilitate seamless communication and issue resolution.


• Maintain up-to-date, extensive knowledge of our software product, APIs, underlying architecture, and integrations. Continuously expand your knowledge of relevant supporting and complementary technologies which help provide efficient and accurate assistance.


• Contribute to the development and execution of technical end-user and partner product training programs for rapid adoption and effective usage of our software solutions.


• Mentor and assist Product Support team members, share technical expertise and best practices to build a cohesive and proficient support team.


• Collaborate with other departments to problem solve, transfer knowledge, and encourage innovation in all aspects of organization.


• Assist in the testing and validation of software updates and enhancements before their release to customers. Perform updates for new releases to customers.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent work experience.


• Experience coding with one or more programming languages (e.g., Java, Python, .NET Framework).


• Experience working with database technologies (e.g., SQL, NoSQL).


• Experience in technical troubleshooting web application communication, web application infrastructure, and mobile application communication.


• Familiarity with hosting environments such as Azure and AWS.


• Familiarity with development tools such as Visual Studio, DevOps and Git Hub.


• Possess excellent customer service skills, experience managing internal and external customers, a positive attitude, and a high level of initiative.


• Exceptional written and verbal communication skills including the ability to articulate technical concepts effectively.


• Two years of experience in technical support involving technical knowledge of complex software issues and debugging. Experience supporting web and/or mobile applications (Android, iOS, Windows) preferred.


• Familiarity with ticketing, CRM, and ERP systems such as HubSpot, IFS, MS Dynamics or similar.


• Certification in relevant computer languages or software is a plus.


• May require occasional early morning, evening and weekend work to accommodate our global customers.