Technical Support Engineer

Role overview This position provides front-line technical support for a cloud contact-center platform, serving as the initial point of contact when customers hit platform issues. The engineer captures incident details, classifies impact and severity, and works toward immediate resolution while keeping stakeholders informed throughout the lifecycle.

Responsibilities - Triage incoming tickets across reporting applications, handling data verification, user management, access control, and escalation decisions - Support Workforce Management (WFM) applications including schedule and roster assistance, configuration, data sync monitoring, and ticketing - Maintain Quality Management (QM) application environments through platform administration, recording/media troubleshooting, system health checks, and role management - Work with government (federal, state, local) and education sector customers who often have distinct compliance needs - Maintain rigorous ticket hygiene, track against SLAs, and own escalations end-to-end - Contribute to the knowledge base and communicate clearly with customers during incident response

Requirements - Fluent in English with strong written and verbal communication skills - Prior experience in a client-facing technical role at a product-led business - Solid problem-solving, decision-making, and critical-thinking ability, with the skill to translate complex issues into plain language - Professional, courteous mindset committed to high-quality customer support - Willingness to work flexible hours and to mentor or train junior team members - College degree

Benefits and work setup - OTE pay range of $45,073 to $79,497, with possible equity, bonus, or commission based on level and role - Medical, dental, vision, life, and disability insurance plus an Employee Assistance Program - 401(k) retirement plan - Uncapped paid time off for exempt staff and accrual-based PTO for non-exempt staff, both subject to manager approval - 14 paid holidays per year, plus paid sick leave following accrual standards - Primarily office-based work involving extended sitting/standing and computer use