Job Description

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.

• Validate root causes.

• Support product investigations.

• Test software and firmware changes.

Operations and Training

Partner to:

• Improve troubleshooting consistency.

• Reduce repeat contacts.

• 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)

• Help Desk

• Product Support

• Field Support

• Customer Support Engineering

• Systems Support

• Network Support

Preferred Experience

• Supporting hardware and software products.

• Windows operating systems.

• Remote troubleshooting.

• Networking fundamentals.

• Customer-facing technical support.

• Ticketing systems.

• Root Cause Analysis.

• Hardware diagnostics.

• Connected technology products.

• Technical documentation.

Technical Knowledge

Hardware

• PC architecture

• CPU

• GPU

• RAM

• Storage

• BIOS / UEFI

• USB devices

• Cameras

• Sensors

• Displays (Monitors, Touchscreen Monitors, Projectors)

• HDMI

Windows

• Windows 10 / 11

• Services

• Device Manager

• Event Viewer

• User Profiles

• Drivers

• Permissions

Networking

• IP Addressing

• DHCP

• DNS

• Default Gateway

• Network Adapters

• Ethernet

• Wi-Fi

• Routers

• Switches

• VPN

• Firewall Fundamentals

• Power over Ethernet (PoE)

• CAT5 / CAT5e / CAT6 Cabling

Remote Support

• TeamViewer

• Remote Desktop

• Screen Sharing Tools

Diagnostic Competencies

Candidates should demonstrate:

• Evidence-based troubleshooting

• Root Cause Analysis

• Systems thinking

• Logical decision making

• Pattern recognition

• Troubleshooting methodology

• Problem isolation

• Validation of fixes

Preferred Competencies

Technical

• Technical Troubleshooting

• Hardware Diagnostics

• Networking

• Windows Administration

• Remote Support

• Technical Documentation

Customer Service

• Customer Experience

• Communication

• Critical Thinking

• Email Support / Email Technical Support

Nice-to-Have

• Continuous Improvement

• Knowledge Sharing

• Ownership

• Professional Judgment

• Execution Discipline

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.