Technical Support Engineer II

Transact Campus•Atlanta, GA

4d•Hybrid

About The Position

As a Technical Support Engineer II, you will be the technical problem-solving expert for our customers across healthcare, higher education, and corporate environments. You'll diagnose complex technical issues, provide comprehensive solutions, and ensure our customers achieve maximum value from their Illumia technology investments. This role combines deep technical expertise with strong customer relationship skills to deliver exceptional support experiences. The Technical Support Engineer II serves as the frontline technical problem-solving expert, diagnosing and resolving complex software and hardware issues for customers in mission-critical environments across healthcare, higher education, and corporate campuses. This role is responsible for delivering exceptional technical support, contributing to knowledge sharing, and driving process improvements that enhance overall support delivery.

Requirements

Practical experience in Information Technology, Engineering, or related technical field
2-4 years of technical support or software troubleshooting experience
Strong analytical and problem-solving skills with attention to detail
Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
Experience with SQL databases and basic query writing
Familiarity with Windows and/or Linux server environments
Understanding of web technologies (HTTP/HTTPS, APIs, web browsers)
Customer service orientation with patience and empathy
Ability to work independently and manage multiple cases simultaneously
Willingness to learn new technologies and adapt to changing environments

Nice To Haves

Bachelor's degree in Computer Science or related field of study
Experience in healthcare, higher education, or financial services technology
Knowledge of payment processing systems and PCI compliance
Familiarity with campus card/ID systems or access control technologies
Experience with enterprise software integrations and APIs
Understanding of network fundamentals (TCP/IP, DNS, firewalls)
Experience with ticketing systems and customer support tools
Previous experience in mission-critical environments

Responsibilities

Troubleshoot software and hardware issues across Illumia's product portfolio for customers in healthcare, higher education, and corporate environments.
Collaborate with internal teams to resolve escalated cases and ensure timely resolution.
Document solutions and contribute to the knowledge base for team-wide learning and efficiency.
Drive process improvements that enhance overall support delivery and customer satisfaction.
Serve as a trusted technical advisor to customers in mission-critical environments across Illumia's diverse product portfolio.

Benefits

Flexible time off to include paid holidays and volunteer time.
Robust health, dental, and vision insurance plans on your first day of employment
Employer-paid life insurance/AD&D/short-term and long-term disability insurance
Comprehensive employee assistance program (EAP)
Flexible spending account (FSA) or health savings account (HSA)
Matched 401(k)
Employee stock purchase plan

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