(Remote) Technical Support Engineer

Harris Computer • Remote - Ohio, IN

3d • $65,000 - $75,000 • Remote

About The Position

Globys, a division of Harris, is seeking a Technical Support Engineer with genuine technical depth to investigate, diagnose, and resolve complex customer issues at Tier 1 and Tier 2. This role serves as the primary technical point of contact for international carrier customers and requires proficiency in tasks ranging from writing SQL queries to troubleshoot data anomalies to guiding clients through configuration fixes. The engineer will own tickets end-to-end, with escalations to Tier 3 reserved for confirmed code defects or infrastructure issues. Success is measured by self-resolution rate, response quality, and documentation thoroughness. This is a remote role open to US candidates in the Central Time Zone.

Requirements

• 2-4+ years in a technical support, application support, or SaaS support role where you were resolving issues - not just routing them
• Intermediate SQL proficiency: JOINs, subqueries, aggregations, and the ability to use SQL to investigate real-world data problems independently
• Working knowledge of web application architecture: how requests flow from browser to API to database and back; familiarity with HTTP, REST APIs, JSON
• Hands-on experience troubleshooting web-based applications - inspecting network requests, reading server logs, interpreting error codes
• Demonstrated self-sufficiency: a track record of solving problems that weren't already documented, without waiting to be handed the answer
• Active, practical use of AI tools (ChatGPT, Claude, Copilot, or equivalent) in a professional or technical context - you know how to prompt well, validate outputs, and use AI to accelerate your thinking without replacing it
• Excellent written communication: clear incident summaries for carrier executives and precise technical handoffs for engineers, in the same day
• Ability to manage multiple active incidents simultaneously without losing quality or urgency on any of them
• Bachelor's degree in Computer Science, Information Systems, or a technical discipline - or equivalent demonstrated technical experience

Nice To Haves

• Experience supporting B2B SaaS platforms, telecom billing systems, or enterprise portal solutions
• Scripting ability in at least one language (Python, PowerShell, or Bash) - bonus if you've used AI tools to help write, debug, or optimize scripts
• Exposure to ITSM tools (Jira, Zoho, ServiceNow) for ticket management and reporting
• Familiarity with API testing tools (Postman, curl) to isolate issues at the integration layer
• Experience with log analysis and monitoring tools (Splunk, PagerDuty, Elastic, or similar)
• ITIL Foundation, CompTIA Network+, or AWS Cloud Practitioner certification
• Telecom industry background - understanding of how carriers provision business customers and manage mobility/data plans

Responsibilities

• Serve as primary technical contact for Globys' international carrier customers - triaging, reproducing, and resolving issues at Tier 1/2 without requiring engineering escalation unless a confirmed software defect or infrastructure failure is identified
• Diagnose and resolve issues across web application layers: front-end behavior, API responses, data ingestion anomalies, configuration errors, and portal access problems
• Write and execute SQL queries against relational databases to investigate data discrepancies, validate expected behavior, and support Root Cause Analysis
• Reproduce customer-reported issues in non-production environments; develop and communicate workarounds while permanent fixes are in progress
• When no existing documentation covers an issue, dig - search technical forums, vendor documentation, related codebases, and use AI-assisted research to surface parallel patterns - then build the documentation that was missing
• Deliver clear, technically substantive Root Cause Analysis documentation for every major incident, suitable for carrier-level customers
• Create and maintain knowledge base articles, runbooks, and troubleshooting decision trees - treating documentation as a first-class deliverable, not an afterthought
• Respond to customer inquiries within SLA thresholds; provide daily written status updates on all active incidents
• Produce daily shift handoff reports and participate in cross-functional syncs with Engineering, QA, and Operations
• Identify systemic product issues through trend analysis and proactively surface them to Engineering with supporting data
• Cover on-call responsibilities for critical incidents outside standard shift hours as defined in the rotation
• Continuously improve your own technical depth - use slow periods to explore product internals, study related technologies, and close your own knowledge gaps

Benefits

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work

What This Job Offers

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