Technical Support Engineer
Acre Security•, (Multiple States)
•Remote
About The Position
Acre Security is seeking a Technical Support Engineer to join its global Support team and support customers across the Western United States. The role provides technical expertise across Acre’s software platforms and partner integrations, helping deliver timely, accurate, and professional assistance and a high-quality customer experience. The engineer will develop strong product knowledge and troubleshoot software, networking, and system-level issues.
Requirements
- Strong customer service and communication skills.
- Excellent analytical and troubleshooting abilities.
- Fluency in written and verbal English.
- Strong organizational skills and attention to detail.
- Ability to learn quickly and perform effectively in a fast-paced environment.
- Strong time-management skills and ability to multitask.
- Familiarity with Microsoft operating systems and networking fundamentals.
Nice To Haves
- Experience in a technical support or customer service role, ideally in a SaaS or call-center environment.
- Exposure to software testing, system integrations, or quality assurance activities.
- Degree in Information Technology, Systems, Engineering, or equivalent practical experience.
- CompTIA certifications such as A+, Network+, or Security+.
Responsibilities
- Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies.
- Provide technical support to customers by phone, through ticketing systems, and via other support channels.
- Troubleshoot software, networking, and system-level issues with a focus on customer experience.
- Continuously test Acre software and integrations to support quality assurance and product reliability.
- Respond to incoming customer calls and technical inquiries requiring assistance.
- Participate in an after-hours on-call rotation to support customers 24/7/365.
- Maintain accurate documentation and records within support and ticketing systems.
- Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes.
- Create and maintain weekly or monthly reports as directed by leadership.
Benefits
- Professional development, training, and growth opportunities.
- Competitive compensation package and locally compliant benefits.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
