Senior Technical Support Engineer

Loftware•Portsmouth, NH

3d•$95,000 - $120,000•Hybrid

About The Position

The Senior Technical Support Engineer (TSE) serves as a trusted technical advisor to customers while providing advanced troubleshooting, leadership, and subject-matter expertise across Loftware products and related technologies.

Requirements

BS/BA in Computer Science or related field preferred.
Strong written and verbal communication.
Excellent interpersonal skills.
Analytical, proactive problem-solver.
Experience leading initiatives and projects.
Understanding of web browsers, web services, XML, SOAP, TCP/IP, HTTP, HTML.
Understanding of Windows/Linux OS, logging, configuration, drivers.
Understanding of printer communication.
Basic understanding of log analysis and cloud environments.
Ability to troubleshoot complex issues remotely.
Ability to prioritize based on severity and business impact.
Understanding of KCS methodology.

Nice To Haves

Cloud knowledge; AWS/Azure highly regarded.

Responsibilities

Take the lead on complex customer issues and conduct customer-facing meetings on short notice.
Triage, troubleshoot, escalate, and resolve customer support tickets with strong ownership and urgency.
Analyze logs, service behavior, and customer environments to identify root causes.
Utilize product domain expertise to guide customers as a trusted technical advisor.
Support onboarding and customer handovers.
Identify common questions and create Knowledge articles.
Reproduce, document, and escalate defects to product development teams.
Communicate feedback and feature needs to Product and Engineering.
Improve processes, documentation, and workflows.
Mentor and train Support team members.
Lead or participate in projects supporting the global support model.
Assist in onboarding new team members.