Senior Technical Support Engineer
Location
Denver, CO | United States
Job description
We are seeking a highly skilled and experienced Senior Technical Support Engineer to join our dynamic team. The ideal candidate will have a strong background in providing technical support across a wide range of platforms including Android, iOS, Windows, Linux, networking, kiosks, MDM (Mobile Device Management), cloud services, point-of-sale systems, payments, and quality assurance (QA). This role will involve troubleshooting complex technical issues, providing guidance to junior support staff, collaborating with cross-functional teams, and ensuring the highest level of customer satisfaction.
The position will initially be remote and transition to the office full-time in the future. Candidates must live within the Denver, Colorado area.
Salary: $80k - $90k
Essential Job Functions:
- Provide expert-level technical support to customers via phone, email, chat, and remote desktop sessions.
- Diagnose and resolve complex technical issues related to Android, iOS, Windows, Linux, networking, kiosks, MDM, cloud services, point-of-sale systems, payments, and QA.
- Serve as a subject matter expert and escalation point for junior support engineers, providing guidance and assistance as needed.
- Collaborate closely with product development, engineering, and QA teams to identify and resolve software and hardware issues, including hands-on testing of early prototypes.
- Document troubleshooting steps, resolutions, and best practices for knowledge sharing and process improvement.
- Assist in the creation and maintenance of technical support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Conduct periodic reviews and analysis of support ticket data to identify trends, recurring issues, and opportunities for improvement.
- Provide after-hours support as required.
- Stay up-to-date with the latest industry trends, technologies, and best practices related to technical support and hospitality technology.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 5+ years of experience in a technical support role, with a focus on Android, iOS, Windows, Linux, networking, kiosks, MDM, cloud services, point of sale systems, payments, and QA.
- Strong troubleshooting skills and the ability to analyze and resolve complex technical issues in a timely manner.
- Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal teams.
- Proven track record of delivering exceptional customer service and driving customer satisfaction.
- Experience working with ticketing systems and remote support tools.
- Familiarity with software development methodologies and QA processes.
- Certifications such as CompTIA A+, Network+, Security+, or similar are a plus.
- Experience in the hospitality industry or related field is highly desirable.
- Restaurant Technology experience preferred
Benefits
We offer Medical, Vision, and Dental plans, along with a variety of other plans.
Job tags
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