Technical Support Engineer - Enterprise IT & Client Success

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

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.