Support Engineer I

Alliance•Austin, TX

1d•Onsite

About The Position

Alliance Technical Group is a leading provider of systems and services for stack emissions monitoring at power plants and other industries nationwide. We are committed to delivering innovative solutions and exceptional customer support. We are seeking a Support Engineer I to join our team and help ensure our customers receive top-tier technical assistance and service.

Requirements

Bachelor’s degree preferred (associate degree acceptable).
3–5 years of experience in customer service or technical support (software support experience is a plus).
Ability to install, configure, maintain, and troubleshoot complex software products is a strong advantage.
Excellent communication skills, including the ability to convey technical information clearly and handle urgent situations professionally.
Ability to work collaboratively in a fast-paced environment.
Proven track record as a top performer and team player—humble, hungry, and people-smart.

Responsibilities

Respond to inbound phone calls, online chats, and email requests for customer support.
Troubleshoot and resolve technical issues by replicating problems, isolating root causes, identifying and testing solutions, and guiding customers through implementation.
Document and track support cases throughout their lifecycle.
Prioritize and manage your workload to meet customer support goals.
Keep customers informed of progress and resolution steps.
Contribute to the knowledge base by documenting solutions to common issues.
Report product enhancement requests or defects to the appropriate internal teams.
Communicate updates, bug fixes, and new product enhancements to customers.
Participate in webinars and user group presentations.