Technical Support Engineer

Job not on LinkedIn

🕒 April 14

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Abstra

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2007

🤝 B2B

🎯 Recruiter

🤖 Artificial Intelligence

💰 $2.3M Seed Round - Abstra on 2022-01

B2B • Recruitment • Artificial Intelligence

Abstra is a nearshore LATAM technology services company that provides staff augmentation, dedicated teams, software outsourcing, and managed IT services to U. S. and international clients. They deliver custom software development (web and mobile), UX/UI design, QA/testing, and platform & infrastructure work (DevOps/SRE), and offer Data & AI capabilities including data engineering, ML engineering, MLOps, and data science. Abstra emphasizes time-zone alignment, bilingual LATAM talent, cost-effective nearshore delivery, and long-term partnership models to help companies scale engineering capacity and accelerate roadmaps.

📋 Description

• Provide first-level technical support via ticketing system, Slack, or email. • Assist customers with platform-related tasks including server reboots, firewall rule setup, network configuration, and system status checks. • Identify issues requiring escalation to Engineering or Infrastructure teams. • Provide detailed and complete escalation summaries including business impact, troubleshooting steps performed, relevant logs, and reproduction details. • Maintain communication ownership with the customer throughout the escalation lifecycle. • Contribute to internal and external knowledge base articles to reduce repeat issues and improve efficiency. • Participate in shift-based 24/7 coverage including weekends and holidays as required. • Meet defined SLAs for first response and resolution time. • Execute clean shift handoffs that include ticket status, customer impact, and next required actions.

🎯 Requirements

• Bachelor’s degree in computer science, Information Technology, or related field preferred. • 1–3 years of experience in technical support, help desk, or customer-facing technical roles. • Working knowledge of Linux command line including file navigation, process monitoring, and log review. • Understanding of networking fundamentals such as IP addressing, ports, DNS, and firewall concepts. • Experience working within ticket management systems and SLA-driven environments. • Strong problem-solving skills, clear written and verbal communication abilities, and the capacity to work effectively in a structured 24/7 support model. • Preferred qualifications include experience supporting cloud or IaaS platforms, familiarity with virtualization or server concepts, and exposure to APIs or command-line tools.

🏖️ Benefits

• Flexible working hours and remote work options • Opportunities for professional growth and development • A collaborative and inclusive work environment • The chance to work on impactful projects with a talented team • Excellent compensation in USD • Hardware and software setup