Technical Support Engineer

Technical Support Engineer

Texas, Remote

We’re seeking a Technical Support Representative to serve as the first line of defense for mission-critical systems supporting customers nationwide. This is a customer-facing, technical support role focused on proactive monitoring, incident response, and high-quality service, not a traditional break/fix help desk.

What You’ll Do:

• Provide Lev el 1 phone, email, and chat support for toll system customers.
• Actively monitor production systems and communicate system status.
• Triage, track, and escalate incidents to Level 2 teams (System Admins, DBAs, Roadside Support).
• Ensure incidents meet contractual KPIs and SLAs.
• Administer user accounts (Active Directory and internal tools).
• Troubleshoot routine technical issues using runbooks and experience.
• Create and improve support documentation, FAQs, and knowledge articles.

What You Bring:

• Strong technical aptitude with the ability to learn complex software and hardware systems.
• Excellent customer service, communication, and problem-solving skills.
• Highly organized, able to manage multiple issues simultaneously.
• Comfortable working independently with minimal supervision.
• Reliable, punctual, and able to support a 24/7 operations environment.

This is an exciting opportunity to join a proactive technical support team dedicated to keeping critical systems running smoothly.