Technical Support Engineer

Eracent; Northern (KY); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Growth opportunities

Job summary

Eracent is seeking a Technical Support Engineer to provide high-level technical support for Eracent products and services. The role involves direct customer interaction, incident management, and collaboration with Tier 2 and development teams to resolve complex issues.

The candidate will support Windows and Linux environments, manage customer data, and participate in on-site visits as needed. A proactive, organized, and communicative approach is essential for success.

Qualifications

• 3+ years of technical support experience – Windows Server, Unix/Linux server, and desktop operating systems, SQL Server, IIS, and networking protocols.
• Experience supporting Eracent ITMC Discovery module on a technical level is a plus.
• MacOS familiarity and virtualization platforms preferred.

Responsibilities

• Serve as primary contact to dedicated customer accounts.
• Provide exceptional customer support and services via phone, email, on-site visits for Eracent products.
• Work with the 2nd Tier team and development staff to resolve issues.
• Provide sales and development staff with customer feedback.
• Maintain customer data and server configurations.
• Perform regular follow-up contact with customers.
• Diagnose, troubleshoot, and resolve escalated issues within SLA.
• Build relationships by understanding workflows and business needs; handle incidents with urgency.
• Ability to work after-hours support when necessary.

Skills

Technical support

Windows Server

Unix/Linux

SQL Server

IIS

Networking

MacOS

Virtualization

Eracent applications

Tools

Customer management tools

Job description

Technical Support Engineer

Full-time
Location: USA

Overview

We are currently recruiting a Technical Support Engineer to join our team. The ideal candidate will be capable of providing highly skilled technical support while confidently interacting with customers on a day-to-day basis. Experience supporting Eracent ITMC Discovery module on a technical level will be plus.

Responsibilities

• Serve as primary contact to dedicated customer accounts
• Provide exceptional customer support and services effectively to customers and partners via various communication/collaboration platforms, phone, email, on-site visits, etc. for Eracent products installed at customer sites or hosted by Eracent including technical support, training, and project management
• Work with the 2 nd Tier team and development staff as needed to resolve issues
• Provide sales and development staff with customer feedback
• Maintain customer data (i.e., contact information, server configurations)
• Perform regular follow-up contact with customers
• Diagnose, troubleshoot, and resolve escalated, complex, or business-affecting customer issues within the service level target
• Build strong relationships with customers by understanding workflows and business needs. Handling all incidents with a sense of urgency and professional attitude.
• Ability to work after-hours support when necessary.
• Customer support/troubleshooting experience in technical/computer environment
• Proactively manage and respond to customer questions, issues, and input accurately
• Organized, meticulous, self-motivated, and excellent written and oral communication and phone skills.
• Excellent follow-up of issues from inception through resolution
• Works well in a dynamic environment, adaptable to shifting priorities, works effectively in a fast- paced environment, handles pressured situations, and responds aptly.
• Ensure outstanding end-to-end client support experience by proficiently managing incidents and actively communicating their status to clients and management throughout the event’s response cycle.

Requirements

• 3+ years of technical support experience – Windows server, Unix/Linux server, and desktop operating systems, SQL Server, IIS, and networking protocols

Preferences

• MacOS
• Virtualization platforms
• Exposure to Eracent applications

About Eracent

Eracent is a global leader in the development and delivery of dedicated SAM/ITAM solutions. An international environment with global customers who rely on our expertise in SAM. With us, you will find a team-oriented work environment. A chance for you to succeed in an environment where you will have the possibility to make a daily impact. We are a Gartner Magic Quadrant-rated product with a formidable client portfolio with over 25 years of industry experience. The ideal candidate will be able to hit the ground running and bring their experience and skills to the team. To continue our growth, we are in search of the most highly skilled people who have their best work ahead of them. We believe that having the right people is the key to success. We're Growing while transforming the software industry.

MOTIVATORS

• Competitive Salary
• Eracent provides comprehensive benefits
• Unique opportunity to work within a well-established, dynamic company in the IT asset management space
• Continued training in Eracent technologies will be provided as needed.

Eracent is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.

Eracent understands the value of employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Eracent is committed to championing policies and practices that foster a welcoming environment for all.