Technical Support Engineer

Jobtailor; Fort Wayne (IN); On-site; USD 70,000 - 90,000; Full time

Job summary

Jobtailor in Fort Wayne, IN seeks a customer technical support engineer to document and manage customer issues, delivering excellent service and setting clear expectations while maintaining customer trust.

You will monitor inquiries, coordinate communications, escalate when needed to resolve complex problems, report defects and enhancement requests, and contribute to product supportability efforts through cross-team collaboration. Strong knowledge of Linux, databases, and networking is valued.

Qualifications

• BA in Computer Science or related field or in lieu of Bachelors, 6+ years additional relevant work experience
• Minimum 2 years experience in customer technical support role working in a hosted application preferred
• RHEL system administration knowledge is preferred
• Familiarity with Linux service and performance troubleshooting is a plus
• Knowledge of tools such as Command line, PowerShell, performance monitor or other data gathering tools preferred
• Familiarity with log analysis, correlating multiple log types for deep dive analysis
• Knowledge of system administration and support knowledge of Server Virtualization Hypervisors such as VMware or Microsoft Hyper‑V
• Basic understanding of SSL/TLS certifications with a basic understanding of PKI
• Basic understanding of authentication protocols such as LDAP and 802.1x
• Understanding of relational database systems and SQL scripting

Responsibilities

• Document and manage customer issues, delivering excellent customer service and managing customer expectations
• Monitor and respond to customer inquiries, coordinate customer communication, assuring timely status updates and issue resolution
• Collaborate within the company, escalating issues and engaging others to solve hard problems
• Report product defects and enhancement requests
• Identify and advocate product supportability requirements

Skills

Customer support

Linux troubleshooting

SQL scripting

Log analysis

PKI basics

LDAP/802.1x

SSL/TLS

Education

Bachelor's degree in Computer Science or related field

Tools

VMware

Hyper-V

RHEL

Job description

Responsibilities

• Document and manage customer issues, delivering excellent customer service and managing customer expectations
• Monitor and respond to customer inquiries, coordinate customer communication, assuring timely status updates and issue resolution
• Collaborate within the company, escalating issues and engaging others to solve hard problems
• Report product defects and enhancement requests
• Identify and advocate product supportability requirements

Requirements

• BA in Computer Science or related field, or in lieu of Bachelors, 6+ years additional relevant work experience
• Minimum 2 years experience in customer technical support role working in a hosted application preferred
• Red Hat Enterprise Linux (RHEL) system administration knowledge is preferred
• Familiarity with Linux service and performance troubleshooting is a plus
• Knowledge of tools such as Command line, power shell, performance monitor or other data gathering tools preferred
• Familiarity with log analysis, correlating multiple log types for deep dive analysis
• Knowledge of system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper‑V
• Basic understanding of SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI)
• Basic understanding of authentication protocols such as LDAP and 802.1x
• Understanding of relational database systems and SQL scripting

Core Competencies

Demonstrates expertise in customer technical support, with a strong focus on issue resolution, system administration, and performance troubleshooting. Proficient in managing customer expectations and collaborating across teams to advocate for product supportability.