Technical Support Engineer & Troubleshooter

REDCOM Laboratories, Inc.; Town of Victor (NY); On-site; USD 75,000 - 110,000; Full time

Job summary

REDCOM Laboratories, Inc. seeks a skilled technical resource to lead customer ticket management, troubleshoot complex networking issues, and contribute to our Knowledge Base.

You will perform interoperability testing and support onsite installations as needed, collaborating with Engineering to resolve bugs and improve products. The ideal candidate combines strong diagnostic thinking with clear technical writing and a customer-first attitude, delivering reliable, scalable support across our

Qualifications

• Strong analytical and diagnostic skills with a focus on rapid, accurate resolutions.
• Excellent ability to document solutions and publish clear Knowledge Base articles to aid colleagues and customers.
• Customer-centric mindset with professional communication in high-pressure situations.
• Ability to organize and manage a high-volume ticket queue while accommodating testing and onsite work.
• Collaborative problem solving across technical and non-technical teams.

Responsibilities

• Serve as the primary contact for technical issues and manage the full lifecycle of customer tickets in Salesforce.
• Provide remote diagnostics and expert troubleshooting via phone and electronic support using tools like Wireshark.
• Authorship of Knowledge Base articles and troubleshooting guides to enable self-service.
• Conduct interoperability and integration testing with third-party equipment to ensure compatibility.
• Provide field support backup for onsite installations and hardware deployments as needed.
• Escalate and document bugs to Engineering with necessary data for rapid fixes.
• Investigate non-routine technical questions to expand internal knowledge base and stay current on product updates.

Skills

Troubleshooting mindset

Technical writing

Customer service

Ticket management

Cross-functional teamwork

Tools

Salesforce

Wireshark

Docker

Kubernetes

VMware

Job description

REDCOM Laboratories, Inc. seeks a skilled technical resource to lead customer ticket management, troubleshoot complex networking issues, and contribute to our Knowledge Base.

You will perform interoperability testing and support onsite installations as needed, collaborating with Engineering to resolve bugs and improve products. The ideal candidate combines strong diagnostic thinking with clear technical writing and a customer-first attitude, delivering reliable, scalable support across our