Technical Support Engineering

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. Product/Process Improvement Drives improvements in case quality, consistency, and troubleshooting practices. Completes all required security, compliance and privacy trainings in accordance with standards. Stays up to date on readiness content, including AI supported learning modules. Improves documentation quality with tool-based suggestions. Creates readiness content and shares knowledge with peers. Uses AI and other tools to improve technical knowledge. Security Applies secure troubleshooting practices. Adheres to Secure Future Initiative (SFI) for secure handling of customer data and all engagements. Other: Embody our culture and values 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. 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. Experience with enterprise Teams Phone/hybrid deployments Understanding of compliance and privacy in support Familiarity with support automation and AI diagnostics Knowledge of networking, web tech, authentication, and scripting Troubleshooting on Windows, MacOS, Android, iOS Skilled in analyzing server logs, network traces, Fiddler, or HAR logs Fluency in French, Brazilian Portuguese, Spanish is a plus