Technical Support Engineer
AMCS Group•Jacksonville, FL
•Hybrid
About The Position
We are seeking a motivated and customer‑focused Technical Support Engineer to join our North America Support team. This role is responsible for providing high‑quality technical assistance to customers, troubleshooting complex issues, and ensuring timely resolution while maintaining clear and professional communication. As a Technical Support Engineer, you will work closely with customers, internal product and engineering teams, and fellow support engineers to resolve technical issues, contribute to service stability, and continuously improve the customer experience.
Requirements
- 2+ years of experience in a technical support, application support, or similar role
- Strong troubleshooting skills with complex software systems
- Experience working with ticketing or case management tools (e.g., CRM / Service platforms)
- Ability to analyze logs, data, and system behavior to identify root causes
- Excellent written and verbal communication skills
- Strong organizational skills and ability to manage multiple active cases
Nice To Haves
- Experience supporting SaaS or enterprise applications
- Familiarity with SQL, APIs, integrations, or data troubleshooting
- Experience working with development teams and defect tracking systems
- Exposure to ITIL concepts or incident management processes
- Experience supporting customers in high‑availability or 24/7 environments
Responsibilities
- Serve as the primary technical point of contact for customer‑reported issues
- Diagnose, troubleshoot, and resolve software, configuration, data, and workflow issues
- Clearly document findings, actions taken, and next steps within support cases
- Manage cases through full lifecycle, from initial intake to resolution
- Prioritize and handle incidents based on severity, customer impact, and SLAs
- Participate in P1 / priority incident handling and handovers as required
- Escalate issues to development or specialist teams following defined processes
- Provide accurate, timely customer updates during incidents
- Collaborate cross‑functionally to support root cause analysis and prevention
- Maintain professional, empathetic, and transparent communication with customers
- Translate technical concepts into clear, customer‑friendly language
- Set realistic expectations and provide regular progress updates
- Contribute to positive customer outcomes and CSAT performance
- Contribute to internal knowledge base and documentation
- Identify recurring issues and suggest improvements to processes or product behavior
- Share learnings with peers and participate in team knowledge‑sharing sessions
- Support ongoing initiatives such as LCC reduction, case hygiene, and quality improvements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
