Job Duties & Responsibilities
Technical Troubleshooting & Incident Resolution
- Diagnose and resolve hardware, software, networking, firmware, and operating system issues.
- Perform structured troubleshooting using evidence-based diagnostic methodologies.
- Gather and validate customer information before determining corrective actions.
- Isolate root causes through systematic testing and elimination of variables.
- Validate successful resolution before closing customer cases.
- Support remote installations, software upgrades, firmware updates, and configuration changes.
- Troubleshoot connectivity issues involving local networks, internet connections, and remote access technologies.
- Support connected devices including cameras, sensors, peripherals, displays, switches, and other integrated components.
Customer Support & Technical Communication
- Deliver exceptional customer service through clear, confident, and professional communication.
- Guide customers through complex troubleshooting procedures in language appropriate to their technical ability.
- Set realistic expectations while maintaining ownership throughout the support experience.
- Translate technical findings into simple, understandable explanations.
- Effectively de-escalate difficult customer interactions through empathy, professionalism, and structured problem-solving.
Diagnostic Thinking & Problem Solving
- Apply structured troubleshooting methodologies rather than trial-and-error approaches.
- Identify relationships between hardware, software, networking, environmental conditions, and user behavior.
- Analyze logs, telemetry, and diagnostic data to identify root causes.
- Recognize recurring failure patterns and recommend preventive actions.
- Exercise sound judgment when determining whether to troubleshoot further, escalate, replace hardware, or involve Engineering.
Knowledge Management & Documentation
- Maintain accurate, complete, and high-quality case documentation.
- Contribute to the continuous improvement of knowledge articles, SOPs, FAQs, troubleshooting guides, and decision trees.
- Identify recurring customer questions and recommend documentation improvements.
- Share technical knowledge with peers to strengthen team capability.
Judgment
Successful candidates consistently demonstrate the ability to:
- Gather facts before recommending solutions.
- Think analytically rather than relying on assumptions.
- Balance speed, quality, and customer experience.
- Make sound escalation decisions.
- Adapt quickly to changing technologies and products.
- Exercise ownership from issue identification through resolution.
- Remain calm and effective under pressure.
Organizational Relationships
The Senior Technical Support Engineer partners closely with Engineering, Product, Operations, Training, Quality, and Customer Experience teams to ensure customer issues are resolved efficiently while contributing operational insights that improve products, documentation, and support processes.
Primary Stakeholders
Engineering (Tier 2, 3 and other relevant groups)
Partner to:
- Escalate complex technical issues.
- Support product investigations.
- Test software and firmware changes.
Operations and Training
Partner to:
- Improve troubleshooting consistency.
- Improve operational efficiency.
Job Required Qualifications
Experience
3–5+ years in one or more of the following:
- Technical Support (recent experience)
- Desktop Support (primary)
- Windows Support (preferred)
- Email Support / Email Technical Support (preferred)
- Customer Support Engineering
Preferred Experience
- Supporting hardware and software products.
- Windows operating systems.
- Customer-facing technical support.
- Connected technology products.
Technical Knowledge
Hardware
- Displays (Monitors, Touchscreen Monitors, Projectors)
Windows
Networking
- Power over Ethernet (PoE)
- CAT5 / CAT5e / CAT6 Cabling
Remote Support
Diagnostic Competencies
Candidates should demonstrate:
- Evidence-based troubleshooting
- Troubleshooting methodology
Preferred Competencies
Technical
- Technical Troubleshooting
Customer Service
- Email Support / Email Technical Support
Nice-to-Have
Success Profile
The ideal Senior Technical Support Engineer consistently:
- Diagnoses issues through a structured, evidence-based troubleshooting process rather than trial and error.
- Communicates technical concepts clearly and confidently to both technical and non-technical customers.
- Demonstrates strong analytical thinking and sound judgment when determining corrective actions.
- Produces accurate, detailed documentation that improves team knowledge and operational consistency.
- Identifies recurring trends and proactively recommends improvements to products, documentation, and support processes.
- Balances customer experience, technical excellence, and operational efficiency while maintaining ownership from first contact through resolution.
