Technical Support Engineer

Case Resolution and Daily Operations Resolves complex technical issues and scenarios through performing thorough analysis. Leads investigations, using analytics tools and AI-supported deep diagnostics to validate findings. Models all case handling standards with a continuous focus on speed and quality. Handles complex customer scenarios through collaboration. Identifies potential defects or complex issues and escalates them to senior engineers for resolution. Proactively engages customers to understand and resolve their issue, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Ensures engineering teams are engaged by providing technical analysis and findings to drive efficient incident resolution. Mentors others on AI-assisted troubleshooting and case quality. Ensures documentation meets compliance. Stays up to date on readiness content, including AI supported learning modules. Improves documentation quality with tool-based suggestions. Uses approved knowledge sources. Creates readiness content and shares knowledge with peers. Uses AI and other tools to improve technical knowledge. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience OR equivalent experience. These requirements include, but are not limited to the following specialized security screenings: Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. Bachelor's Degree in Computer Science, Information Technology, or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)