Technical Support Specialist

Gilder Search Group; Ann Arbor (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

Gilder Search Group is seeking a Technical Support Engineer to support specialized Windows-based systems used by engineering and technical customers worldwide. This role emphasizes diagnosing complex software and hardware issues, remotely accessing deployed systems, and collaborating with engineering to resolve problems.

Responsibilities include software installations, upgrades, configuring customer systems, maintaining records, and contributing to SOPs and documentation.

Qualifications

• Associate’s or Bachelor’s degree in a related technical discipline.
• 2+ years of relevant technical support or engineering support experience.
• Experience with SQL and relational database systems is preferred.
• Familiarity with Microsoft batch scripting and command-line environments is a plus.
• Technical support, IT, or related professional certifications are beneficial.
• Experience with FreshDesk or another ticketing/support management platform is a plus.

Responsibilities

• Serve as the primary technical contact for customers operating specialized Windows-based systems.
• Diagnose software, hardware, configuration, and system-related issues through remote access, email, and phone.
• Remotely connect to active customer systems to investigate problems, deploy troubleshooting tools, and perform software updates.
• Perform new software installations, upgrades, and configuration changes for customer systems.
• Maintain accurate records of customer equipment, configurations, and installed software versions.
• Coordinate Return Material Authorization (RMA) activity when hardware needs to be returned for evaluation or repair.
• Document technical issues, troubleshooting steps, procedures, and final resolutions.
• Develop deep working knowledge of the company’s hardware, software, and technical products.
• Partner with engineering teams to troubleshoot deployed systems and identify root causes of technical issues.
• Work with software developers to reproduce software problems, identify defects, and assist with corrective solutions.
• Support sales personnel when customer conversations involve technical service or product support topics.
• Coordinate with cross-functional teams to keep open technical issues progressing toward resolution.
• Track technical support cases and analyze recurring issues and support trends.
• Prepare monthly and annual support metrics and summarize major technical issues and corrective actions.
• Develop Standard Operating Procedures, troubleshooting guides, and other technical documentation.
• Participate in customer meetings and provide clear updates regarding technical issues and resolution plans.
• Identify opportunities to improve support processes, documentation, and overall system reliability.

Skills

Technical support experience

SQL

Windows troubleshooting

Remote access

Batch scripting

Ticketing systems (FreshDesk)

Documentation and SOPs

Education

Associate’s degree in Computer Science / Information Technology / related technical discipline

Bachelor’s degree in Computer Science / Information Technology / related technical discipline

Tools

FreshDesk

Job description

Technical Support Engineer

Position Overview

We are seeking a Technical Support Engineer to support specialized Windows-based systems used by engineering and technical customers worldwide.

This is not a call-center or traditional IT help-desk position. The role involves troubleshooting complex software and hardware issues, remotely accessing deployed systems, performing software installations and upgrades, and working closely with engineering and software development teams to resolve technical problems.

Qualifications

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, Information Technology, or a related technical discipline.

• 2+ years of relevant technical support, systems support, or engineering support experience preferred.

• Experience with SQL and relational database systems is preferred.

• Familiarity with Microsoft batch scripting and command-line environments is a plus.

• Technical support, IT, or related professional certifications are beneficial.

• Experience with FreshDesk or another ticketing/support management platform is a plus.

Responsibilities

Technical Systems Support

• Serve as the primary technical contact for customers operating specialized Windows-based systems.

• Diagnose software, hardware, configuration, and system-related issues through remote access, email, and phone.

• Remotely connect to active customer systems to investigate problems, deploy troubleshooting tools, and perform software updates.

• Perform new software installations, upgrades, and configuration changes for customer systems.

• Maintain accurate records of customer equipment, configurations, and installed software versions.

• Coordinate Return Material Authorization (RMA) activity when hardware needs to be returned for evaluation or repair.

• Document technical issues, troubleshooting steps, procedures, and final resolutions.

• Develop deep working knowledge of the company’s hardware, software, and technical products.

Engineering & Software Collaboration

• Partner with engineering teams to troubleshoot deployed systems and identify root causes of technical issues.

• Work with software developers to reproduce software problems, identify defects, and assist with corrective solutions.

• Support sales personnel when customer conversations involve technical service or product support topics.

• Coordinate with cross-functional teams to keep open technical issues progressing toward resolution.

Support Operations & Documentation

• Track technical support cases and analyze recurring issues and support trends.

• Prepare monthly and annual support metrics and summarize major technical issues and corrective actions.

• Develop Standard Operating Procedures, troubleshooting guides, and other technical documentation.

• Participate in customer meetings and provide clear updates regarding technical issues and resolution plans.

• Identify opportunities to improve support processes, documentation, and overall system reliability.

Safety

• Follow established workplace and technical safety procedures.

• Provide feedback and recommendations that may improve workplace safety practices.