Technical Support Engineer 2

Ladders; United States; Remote; USD 108,000 - 162,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off and 401(k) with company

Life, disability, and accident保险

Tuition reimbursement

Job summary

Ladders is seeking a Technical Support Engineer 2 to join a leader in the Business Services space. This senior role acts as a high-level escalation point for complex issues across software and hardware, partnering with customer teams and internal groups to resolve incidents and improve service delivery.

The position is remote with compensation ranging from $108,000 to $162,000 annually. The candidate will leverage strong troubleshooting, cloud and virtualization knowledge, and incident

Qualifications

• 5+ years in advanced technical support for healthcare systems.
• Expertise in software solutions and Cisco networking environments.
• Proven incident management and customer escalation leadership skills.
• Ability to function independently as a senior escalation resource and subject matter expert.
• Strong knowledge of cloud technologies, virtualization, and integration workflows.

Responsibilities

• Provide advanced remote technical support for software and hardware environments
• Lead customer escalation meetings and drive timely issue resolution
• Apply advanced diagnostic methods to improve case resolution times
• Support customer implementations, upgrades, and migrations with technical leadership
• Collaborate with project teams to ensure successful project execution and mitigate risks
• Champion productivity initiatives and implement process improvements
• Develop and publish knowledge management content to enhance technical solutions

Skills

Technical troubleshooting

Incident management

Escalation leadership

Independent senior resource

Cloud technologies

Virtualization

Tools

Cisco networking

Cloud platforms

Integration workflows

Job description

For our client, we are seeking a Technical Support Engineer 2 to join the team of a leader in the Business Services space. This role will serve as a senior escalation point for complex technical issues, providing advanced support across software and hardware environments. The position will partner closely with customer teams, project stakeholders, and internal technical groups to resolve incidents, support implementations, and improve overall service delivery. You will use strong troubleshooting expertise to accelerate resolution times, strengthen knowledge sharing, and help drive process improvements in a remote, customer-facing support environment.

Location: Remote

Compensation: $108,000 – $162,000 annually

Responsibilities

• Provide advanced remote technical support for software and hardware environments
• Lead customer escalation meetings and drive timely issue resolution
• Apply advanced diagnostic methods to improve case resolution times
• Support customer implementations, upgrades, and migrations with technical leadership
• Collaborate with project teams to ensure successful project execution and mitigate risks
• Champion productivity initiatives and implement process improvements
• Develop and publish knowledge management content to enhance technical solutions

Qualifications

• 5+ years as a Technical Support Engineer I or equivalent experience in advanced technical support for healthcare systems
• Expertise in software solutions and Cisco networking environments
• Proven incident management and customer escalation leadership skills
• Ability to function independently as a senior escalation resource and subject matter expert
• Strong knowledge of cloud technologies, virtualization, and integration workflows

Benefits

• Comprehensive medical, dental, and vision coverage
• Paid time off and a 401(k) plan with contributions
• Life, disability, and accident insurance
• Tuition reimbursement for continued education

Our client is an equal opportunity employer.