Senior Support Engineer – Enterprise Support

Job not on LinkedIn

🔥 0 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $40 - $45 / hour

⏰ Full Time

🟠 Senior

📞 Support Engineer

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BPCS, Comprehensive marketing solutions, ltd.

WebsiteLinkedInAll Job Openings

1 - 10 employees

Big agencies give you big talent for big money, but less time & commitment. Little agencies give you little less talent for little less money, but full dedication. What you want is the best from both worlds. What you need is big little agency. And you have just found it.

📋 Description

• Monitor and evaluate support cases to identify high-risk situations that may require proactive engagement. • Assess overall case health, technical progress, and customer communication to ensure timely issue resolution. • Collaborate with support engineers, product teams, and escalation stakeholders to address risks and maintain customer satisfaction. • Develop and improve AI-driven risk evaluation processes using historical support data and prompt engineering techniques. • Analyze support trends and recommend process, workflow, and operational improvements to reduce future escalation risks. • Maintain accurate records of support activities, case evaluations, and remediation efforts. • Investigate technical issues through log analysis, diagnostics, documentation review, and collaboration with technical teams. • Provide technical guidance and support to internal stakeholders regarding software, hardware, and cloud-based technologies. • Independently manage daily workload while balancing multiple high-priority support engagements. • Contribute to continuous improvement initiatives that enhance support quality, operational efficiency, and customer experience.

🎯 Requirements

• Associate's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience. • 7–10 years of technical support experience supporting enterprise software, cloud platforms, or infrastructure technologies. • At least 5 years of experience supporting Security, Identity Management, or Microsoft 365-related technologies (or comparable enterprise platforms). • Strong experience evaluating support case health and identifying potential escalation risks. • Experience working across multiple technical disciplines or enterprise services. • Excellent troubleshooting, analytical, and problem-solving skills. • Strong verbal and written communication skills with the ability to communicate effectively across technical and management audiences. • Ability to work independently, prioritize competing demands, and manage multiple support engagements simultaneously. • Experience working with operating systems, configuration management tools, collaboration platforms, networking technologies, and directory services.

🏖️ Benefits

• Medical, dental, and vision coverage • Flexible Spending Account • 401k program • Competitive PTO offerings • Parental Leave • Opportunities for professional growth and development