Job Description
Are you a problem-solver looking to make an impact in Austin's booming tech ecosystem? InnovateTech Austin is seeking a dedicated Senior Technical Support Engineer to join our dynamic team. We offer a competitive hourly rate, a hybrid work environment, and the opportunity to work with cutting-edge cloud infrastructure.
Why InnovateTech?
- Competitive hourly compensation ($22 - $32/hr).
- Hybrid work model: 3 days in the office, 2 days remote.
- Comprehensive health, dental, and vision insurance.
- Professional development and mentorship programs.
We are looking for individuals who are passionate about technology and committed to delivering exceptional customer service.
Responsibilities
- Provide Tier 2 and Tier 3 technical support for enterprise clients via phone, email, and chat.
- Diagnose and resolve complex hardware and software issues efficiently.
- Document all technical solutions in our knowledge base to improve self-service resources.
- Collaborate with engineering and product teams to escalate and improve product usability.
- Conduct training sessions for junior support staff.
- Maintain a high customer satisfaction score (CSAT).
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience.
- 3+ years of experience in technical support, help desk, or customer success roles.
- Strong knowledge of Windows Server, Linux, and cloud platforms (AWS/Azure).
- Excellent verbal and written communication skills.
- Ability to troubleshoot under pressure and manage multiple priorities.
- Flexibility to work occasional evenings or weekends.