Technical Support Engineer

Role Overview

• Advanced Technical Support:
• Respond to and resolve customer inquiries and technical issues via phone, email, or conference calls.
• Troubleshoot and diagnose complex hardware, software, and network problems.
• Provide solutions and workarounds for technical issues, ensuring minimal disruption to customer operations.
• Escalate unresolved issues to higher-level support or specialized teams when necessary.
• System Alerts and Ops Log Management:
• Monitor system performance and ensure optimal operation including Ops Log, Parsing/No CDCs and Transmissions
• Manage Freshdesk case volumes per policy .
• Responsible for parsing errors, audits and No CDC;s
• Customer Engagement and Communication:
• Maintain clear and effective communication with customers to understand their technical needs and issues.
• Provide timely updates and follow-ups to customers regarding the status of their issues.
• Document customer interactions, issues, and resolutions for future reference.
• Develop and maintain technical documentation and user guides.
• Collaboration and Team Support:
• Work closely with other technical support engineers and IT teams to resolve complex issues.
• Collaborate with development and QA teams to identify and resolve software bugs and improve product quality.
• Participate in team meetings and contribute to the continuous improvement of support processes and procedures.
• Training and Knowledge Sharing:
• Train and mentor other technical support staff.
• Share knowledge and best practices with the support team to enhance overall technical expertise.

Requirements

• Education:
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred
• Experience:
• Minimum of 3-5 years of experience in technical support, IT support, or a related role.
• Experience in troubleshooting and resolving complex technical issues.
• Technical Skills:
• Proficiency in operating systems (Windows, macOS, Linux).
• In-depth knowledge of networking protocols, hardware components, and software applications.
• Experience with remote support tools and help desk software.
• Familiarity with scripting and automation tools (e.g., PowerShell, C+, Python, Bash).
• Soft Skills:
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively within a team.
• High level of patience and customer-oriented approach.
• Physical Requirements/ Working Conditions:
• Ability to sit at a desk and computer screen 90% of the shift and answer/talk on the phone Willingness to work flexible hours, including evenings and weekends, if required ability to work On Call rotation (week long rotation)
• Work is typically performed in an office environment
• May require working under pressure during system outages or critical issues.

Tech Stack

• Linux
• MacOS
• Python

Benefits

Life at Irth · Join a dynamic, growing company that is well respected in its industry. · Competitive salary · Health plan options include medical, dental, & vision · 401k + company match · Flexible PTO policy plus company-paid holidays  · Benefits include life insurance, pet insurance, discounts and perks programs · Generous one-time “work from home” stipend to get you started · Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings · Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office