Technical Support Engineer

Atlas RFID • Birmingham, AL

1d • Onsite

About The Position

Avancir is seeking a proactive and technically adept Technical Support Engineer to join our dynamic team. In this pivotal role, you will act as the key liaison between our customers, internal teams, and development staff. Your mission is to provide exceptional technical support and troubleshooting for our software platform, ensuring high levels of customer satisfaction. By bridging the gap between end-users and our developers, you will contribute directly to the continuous improvement of our software product.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 0-2 years of experience in software support, technical support, or comparable internship or project experience.
• Working knowledge of JavaScript and its asynchronous model (promises, async/await, the event loop).
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively within a team environment.
• Comfortable reasoning about basic network behavior (IP, DNS, ports) and how networked devices connect to and communicate with backend services.

Nice To Haves

• Experience with Node-RED, FlowFuse, or other low-code platforms.
• Knowledge of PostgreSQL, or other SQL databases.
• Previous experience in a SaaS environment.
• Understanding of the software development lifecycle (SDLC) and agile methodologies.

Responsibilities

• Respond promptly and professionally to customer inquiries, issues, and requests through email, phone, and the ticketing system.
• Troubleshoot and diagnose software issues, delivering effective solutions or workarounds to ensure timely resolution.
• Participate in the on-call rotation to provide after-hours support as needed.
• Work alongside the internal project team and customer technical contacts to onboard customers, including configuring Node-RED flows, writing JavaScript to handle device data, and integrating customer data into the platform.
• Travel occasionally to customer sites to support onboarding and on-site deployments.
• Create and maintain support documentation, including FAQs and knowledge base articles, that empower customers and team members.
• Assist in training and onboarding new team members on support processes and product knowledge.
• Analyze recurring issues and surface insights for product improvements that enhance the user experience.
• Share feedback with product and engineering teams on customer pain points and potential enhancements.

Benefits

• Competitive compensation package, including base salary and performance-based bonuses
• 100% company-paid health and dental insurance premiums
• Paid holidays and generous PTO
• 401(k) retirement plan with company match
• Optional vision, life, and disability coverage
• Opportunities for career growth and professional development
• Collaborative and innovative work environment

What This Job Offers

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