Technical Support Engineer

John Galt Staffing; Westford (MA); On-site; USD 55,000 - 85,000; Full time

Job summary

John Galt Staffing seeks a capable technical support specialist in Massachusetts to handle new customer cases via a CRM system and to assist customers over live phone and remote sessions. You will perform initial hardware and configuration triage, issue licenses, and coordinate RMAs with manufacturing teams.

The role also involves creating knowledge base articles and participating in on-call rotations, with a focus on fast problem resolution and strong customer communication.

Qualifications

• Experience handling customer support cases via a CRM system.
• Ability to communicate with customers over phone and remote sessions.
• Experience performing hardware issue triage and fault isolation.
• Experience with license management and issuing licenses.
• Ability to write knowledge base articles for internal and external users.
• Willingness to participate in off-hours on-call rotations.

Responsibilities

• Handle new customer cases via the Support CRM System.
• Assist customers live over phone and remote sessions (Webex/Zoom/Teams).
• Perform 1st level triage and fault isolation on hardware issues.
• Perform 1st level triage on configuration and reporting issues.
• Issuing and managing software licenses.
• Troubleshoot and resolve license-related problems.
• Replicate customer issues and test configurations in the ATAC lab.
• Coordinate with Manufacturing and Hardware Operations for RMAs.
• Author knowledgebase articles for support staff and customers.
• Participate in off-hours on-call and holiday staffing rotations.

Skills

Customer support

Phone support

Troubleshooting

Triage

License management

Knowledge base

On-call

Tools

Webex

Zoom

Teams

CRM system

Job description

• Handling new customer cases via Support CRM System
• Working with customers “live” via phone and remote session (ie. Webex, Zoom, Teams, etc).
• Performing 1st level triage and fault isolation on hardware issues.
• Performing 1st level triage and fault isolation on configuration and reporting issues.
• Creating and issuing Licenses.
• Troubleshooting and resolving License issues.
• Replicating customer issues and testing customer configurations in the ATAC lab environment.
• Coordinating with Manufacturing and Hardware Operations Teams to perform RMA process for failed components and servers.
• Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
• Participation in the Support Off-Hours On-Call rotation is required.
• Participation in Support Holiday Staffing rotation is required.