Sr. Technical Support Engineer

Loftware External • Portsmouth, NH

19h • 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.
• Moderate understanding of web browsers, web services, XML, SOAP, TCP/IP, HTTP, HTML.
• Moderate understanding of Windows/Linux OS, logging, configuration, drivers.
• Moderate understanding of printer communication.
• Basic understanding of log analysis and cloud environments.
• Ability to troubleshoot complex issues remotely.
• Cloud knowledge; AWS/Azure highly regarded.
• Ability to prioritize based on severity and business impact.
• Understanding of KCS methodology.
• Strong organizational and time‑management skills.

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.

Benefits

• Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.
• Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.
• We use the power of the global team.
• We set you up for success.
• We offer comprehensive training to all employees and place an emphasis on employee development.
• At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture.
• We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status.
• We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level