Technical Support Engineer


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Role summary

Seeking a resourceful, detail oriented and IT savvy individual to fill the position of Technical Support Engineer.  This role is responsible for providing advanced troubleshooting for Appspace customers regarding a variety of software, hardware, network and security issues.  The successful candidate will be self-motivated, patient and able to accomplish multiple tasks at once with little supervision.


  • Design, project plan and implement complex applications in Appspace proprietary software

  • Configure equipment to resolve connectivity issues and network related challenges including firewalls, ports, TCP/IP settings and complex security issues

  • Configuration and management of PCs as well as Cisco DMP, MediVue, BrightSign, Chromebox, Crestron and other devices using Appspace software

  • Will work on projects in various stages including prep work, building test environments, and verifying deployment correctness as well as project deployment

  • Provide 2nd tier support and training to junior support members to help them resolve customer issues

  • Will manage escalations in JIRA and be the liaison between the Support team and the Product development team

  • Perform QA testing of new products and provide feedback to the Development team

  • Continue to expand their knowledge of both Appspace proprietary software as well as relevant IT skills such as scripting, HTML5, APIs, etc.

  • May travel to customer locations to provide advanced support and/or training

Experience, skills, and education

  • Excellent oral and written communication skills are essential

  • Creative problem resolution skills, and the ability to solve problems by analytical reasoning rather than repetitive learning.

  • Trustworthy, reliable, and a customer-focused

  • Excellent ability to confidently communicate technical issues and game plans to multiple audiences, at a technical expert level

  • Advanced proficiency in Windows XP/Windows 7/Windows 8 and 10 operating systems

  • Troubleshooting experience with Windows 2008 R2/2012 R2, Windows 2012 server installations

  • Knowledge of networking including  LAN/WAN monitoring, TCP/IP config, traffic types, understanding DHCP and DNS services/servers, proxy servers, firewalls and VPN

  • Experience with IIS configuration, website hosting, and Linux/Unix-like operating systems

  • Experience with database queries on both MySQL and MS SQL 2012

  • Bachelor’s degree in IT/Computer Science, Engineering, or related discipline preferred

  • At least 5 years’ experience troubleshooting problems in IT/Software applications; SaaS preferred

  • 1+ years of supervisory and/or management experience preferred

  • 1+ years of troubleshooting Network/Security problems preferred

  • Working knowledge of JIRA and Salesforce preferred