Senior Technical Support Technician
About The Position
Provide advanced technical support and troubleshooting for PNY products to end users, business customers, system integrators, and partners. Serve as a senior escalation resource for complex hardware, software, compatibility, and RMA-related issues. Lead case ownership from initial intake through final resolution, ensuring high customer satisfaction and adherence to departmental SLA targets. Manage and resolve customer escalations within the Technical Support department whenever possible, utilizing advanced troubleshooting, product knowledge, and customer service skills to drive resolution and maintain customer confidence. Take ownership of high-priority and escalated cases, working directly with customers to de-escalate concerns and prevent unnecessary transfers outside of Technical Support. Coordinate with Engineering, Quality, Product Management, Sales, and RMA teams to drive issue resolution and communicate technical findings. Identify product trends, recurring failures, and process improvement opportunities and communicate findings to management. Mentor and support junior technicians by providing guidance, technical training, and process oversight. Act as a departmental lead resource in the absence of management when required. Handle inbound customer contacts including phone calls, emails, webchat, and support tickets while maintaining departmental productivity and SLA requirements. Maintain consistent adherence to departmental response-time targets, queue management expectations, and customer follow-up standards. Balance frontline support responsibilities with escalated case management, technician assistance, and cross-functional support activities. Lead by example in ticket handling quality, customer communication, attention to detail, and queue management practices. Remain actively engaged in daily support operations, including direct customer interaction and real-time support coverage.
Requirements
- High school diploma or equivalent required
- Advanced knowledge of PC hardware, graphics cards, SSDs, memory, workstation products, and operating systems
- Strong understanding of hardware diagnostics, system configuration, BIOS/firmware concepts, and driver troubleshooting
- Experience troubleshooting Windows-based systems
- Excellent verbal and written communication skills
- Strong analytical, organizational, and problem-solving abilities
- Ability to manage high-priority escalations and difficult customer interactions professionally
- Experience using CRM/ticketing systems and ERP platforms
- Ability to train and mentor technical staff
- Demonstrate ability to work independently and make sound technical decisions
- Ability to prioritize workload and manage multiple active cases in a fast-paced support environment
- Strong understanding of customer service principles, warranty processes, and escalation management
- Ability to maintain professionalism and sound judgment under pressure
Nice To Haves
- technical school, associate degree, or bachelor’s degree in Information Technology, Computer Science, or related field preferred
- 5+ years of technical support, PC hardware, or related industry experience preferred
- Linux knowledge preferred
Responsibilities
- Provide advanced technical support and troubleshooting for PNY products through phone, email, webchat, and ticket-based support channels
- Handle daily frontline support responsibilities while consistently meeting departmental SLA, productivity, and customer service expectations
- Serve as a senior escalation resource for complex technical, compatibility, warranty, and RMA-related issues
- Manage customer escalations through resolution whenever possible to maintain customer confidence and prevent unnecessary transfers outside of Technical Support
- Lead ownership of support cases from initial intake through final resolution, ensuring accurate documentation and timely follow-up
- Assist with queue management, workload balancing, and maintenance of departmental operational standards
- Coordinate with Engineering, Quality Assurance, Product Management, Sales, and Operations teams regarding escalated technical issues, product concerns, and resolution efforts
- Identify recurring product issues, customer pain points, and process improvement opportunities and communicate findings to management
- Maintain strong working knowledge of current and new PNY products, technologies, warranty policies, and support procedures
- Utilize troubleshooting tools, diagnostics, AI-assisted resources, and internal systems to efficiently analyze and resolve customer issues while maintaining technical accuracy and policy compliance
- Mentor and support technicians by providing technical guidance, escalation assistance, process training, and best-practice recommendations
- Lead by example in professionalism, customer communication, attention to detail, ticket handling quality, and queue management practices
- Assist management with departmental initiatives, reporting, process improvements, and operational support as required
- Act as a departmental lead resource in the absence of management when necessary
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
