Technical Support Engineer

TD SYNNEX•Reston, VA

4d•Onsite

About The Position

This is an ON-SITE position at our Reston, VA office. The Technical Support Engineer is responsible for delivering quality software support to customers and partners in accordance with departmental goals and objectives for quality, response and resolution times and customer satisfaction. The Technical Support Engineer routinely acts independently while researching and developing solutions to customer issues and assists others in problem solving with specialty knowledge.

Requirements

Bachelor's degree or higher in Computer Science, Computer Engineering, or equivalent professional experience.
1–3 years of relevant experience preferred.
Strong coding experience preferably in Java or GoLang; knowledge of SQL and relational databases; experience with diverse operating systems with Linux preferred.
Knowledge of cloud infrastructure including AWS, GCP, or Azure.
Experience using JIRA or equivalent ticketing tools, Confluence or similar documentation systems, logs, and server monitoring tools.
Strong communication skills.
Aptitude for complex technical problem solving.

Responsibilities

Provide technical support for assigned complex system-level software products including prioritization, analysis, and resolution of issues requiring evaluation of diverse factors.
Effectively manage customer escalations related to complex problems in Apptium software products to ensure high customer satisfaction.
Independently define and drive analysis and research of complex technical issues; involve appropriate resources while maintaining consistent and timely customer communication.
Perform root cause analysis using diagnostics such as product logs, source code, network logs, server utilization, and database reports to provide solutions for issues related to purchase and activation, billing discrepancies, and lifecycle management.
Validate product bug fixes to ensure regression-free solutions and proper functionality.
Develop and maintain troubleshooting plans documenting environment details, problem descriptions, analysis, next steps, and solutions in the Service Request Tracking System.
Develop and maintain specialized test environments to reproduce and verify issues.
Collaborate with R&D and internal stakeholders during product issue resolution.
Define and report product supportability and readiness throughout the product lifecycle.
Assist in scheduling team resources, identify improvement opportunities, provide after-hours coverage as needed, and lead training for new products or releases.
Demonstrate initiative in acquiring expertise across platforms and technologies by installing, testing, and using Apptium software and attending training sessions.

Benefits

Competitive salary and compensation.
Annual bonus based on personal performance.
Medical, dental, and vision insurance.
Retirement plan.
3 weeks of paid time off every year.
Unlimited sick time.
Paid holidays.
Fun Fit Fridays and wellness initiatives.
Collaborative work environment.
Employee referral program.
Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.