Technical Support Engineer

Smartsights LLC; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Fully remote

Health insurance

Short/Long-term disability

Life insurance

401(k) match

Flexible PTO

Job summary

SmartSights provides industrial analytics and automated reporting software to manufacturers and critical infrastructure providers. We are hiring a Technical Support Engineer to diagnose issues, educate customers, and ensure rapid value from our solutions.

You will collaborate with Product Management, Engineering, and Channel Partners, troubleshoot remotely, and contribute to knowledge base content. A bachelor's degree or equivalent experience and solid Windows/network skills are required.

Qualifications

• Strong troubleshooting and communication skills.
• Working knowledge of Windows Server and Windows OS.
• Experience with network configurations and connectivity troubleshooting.
• Proficiency with Excel.
• Ability to work fully remote.
• Bachelor's degree in CS/Engineering or equivalent.

Responsibilities

• Own the customer experience - manage support requests via phone, email, and support platforms.
• Troubleshoot software, Windows environments, network configurations, and related technologies.
• Document software defects and collaborate with Product Management and Engineering on resolutions.
• Create technical documentation, knowledge base articles, and how-to videos.
• Provide product guidance and technical training to customers and partners.
• Identify recurring issues and suggest improvements to product and support processes.

Skills

Troubleshooting

Communication

Windows Server

Windows Desktop

Networking

Microsoft Excel

Ticketing

Remote work

Bachelor's degree

Education

Bachelor's degree in Computer Science/Engineering

Equivalent practical experience

Tools

SQL Server

IIS

Active Directory

VoIP

Job description

Solve complex problems. Support critical operations. Build a career where your expertise makes a difference and Culture Matters!

When customers rely on software to keep their operations running, best in class support matters.

We’re looking for a technical problem solver who takes ownership, communicates clearly, and keeps digging until there’s a solution.

We’re hiring now and moving quickly. If you bring strong technical support experience, a track record supporting industrial customers, and the drive to make an immediate impact, we want to hear from you.

About Us

SmartSights provides industrial analytics, alarm notification, and automated reporting software to manufacturers and critical infrastructure providers around the world. Our solutions help customers reduce downtime, support compliance, and improve productivity through real-time insights and rapid response workflows.

Behind that software is a team that understands the stakes and has each other’s backs.

Fully remote is how we work at SmartSights. We pair that flexibility with clear communication, accountability, and collaboration. Your expertise matters, your ideas have an audience, and your contributions have a visible impact.

About the Role

As a Technical Support Engineer, you’ll help customers and partners troubleshoot issues, strengthen their technical knowledge, and get more value from SmartSights solutions.

This role has a strong focus on taking care of the technical needs of our amazing customers. You’ll work directly with customers and collaborate with Product Management, Engineering, Channel Sales, and System Integrators to deliver practical solutions and trusted expertise.

You’ll have room to work independently, contribute ideas, and improve how we support our customers.

Requirements

About You

• Strong troubleshooting and critical thinking skills. You know how to isolate a problem, test an explanation, and determine the next step.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to different audiences.
• Working knowledge of Windows Server and Windows desktop operating systems.
• Experience with network configurations and connectivity troubleshooting.
• Proficiency with Microsoft Excel.
• Strong organization, prioritization, and ticket management skills.
• The initiative and follow-through to work effectively in a fully remote environment.
• A bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.

Experience that will help you stand out

• Industrial automation or software experience with organizations such as GE, Rockwell Automation, Schneider Electric, Wonderware, ABB, or Siemens.
• Experience working with systems integrators or industrial distribution channels.
• SQL Server, IIS, and Windows Domain/Active Directory experience.
• Experience troubleshooting hardware that interacts with software.
• Familiarity with voice technologies, including VoIP.

What you’ll do

• Own the customer experience - Manage support requests by phone, email, and Support Platforms during remote sessions, keeping tickets current and customers informed through resolution.
• Solve technical challenges - Troubleshoot software, Windows environments, network configurations, and related technologies with a methodical approach.
• Partner with our technical teams - Identify and document software defects, provide reproducible examples, and collaborate with Product Management and Engineering on resolutions.
• Make expertise accessible - Create technical documentation, knowledge base articles, and how to videos that help customers and colleagues solve problems faster.
• Build customer capability - Provide product guidance and technical training to customers and partners.
• Improve the way we work - Spot recurring issues, share insights, and recommend changes that strengthen our products and support experience.

Our Values Guide How We Work:

• Relentless Innovation: Stay curious and find better ways to solve problems.
• Urgency Matters: Respond with purpose and follow through.
• Got Your Back!: Share knowledge, support your teammates, and help customers succeed.

Compensation and Benefits

• Competitive salary and bonus structure.
• Fully remote work from an approved location.
• Medical, dental, and vision insurance.
• Company Paid Short-term and long-term disability coverage.
• Company Paid Basic Life Insurance
• Basic and voluntary life insurance.
• 401(k) plan with a straight 4% company match.
• Flexible PTO with no accruals.

We’re ready to meet people who take pride in doing this work exceptionally well!
SmartSights is an equal opportunity employer. We welcome diverse backgrounds, experiences, and perspectives and are committed to an inclusive environment for all employees.