Tier 2 Technical Support Engineer responsible for diagnosing and resolving complex technical issues, escalating to tier 3, and ensuring customer satisfaction.
Responsibilities
Handle complex technical issues and escalated ones from tier 1 support via phone, case system, and chat
Provide advanced troubleshooting and support for OPSWAT solutions via log analysis, system diagnostics, network configurations
Conduct remote sessions with customers
Reproduce customer issues in lab environments and validate solutions and bug fixes
Evaluate the complexity of issues and escalate to tier 3 support
Requirements
Bachelor's degree in computer science (CS) or equivalent
A player-coach role leading a team of onsite field technicians supporting plant and enterprise IT across regional group of sites in manufacturing and warehouse environments.
Locations (3)
Blair, null, United States
Dayton, Ohio, United States
Fort Worth, Texas, United States
Compensation
90-100K Annual base salary
Responsibilities
Supervise, schedule, and dispatch a team of field technicians across assigned plant and regional sites.
Hire, onboard, train, and coach technicians; run regular one-on-ones and performance evaluations.
Build skills on the team through cross-training, certifications, and documented runbooks.
Personally cover technician sites during PTO, sick time, holidays, and leaves of absence.
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