Phone Support

Phone Support Engineer Jobs

19 jobs found

2d ago

Mechanical Engineer / Technical Support

SCC Inc. Elk Grove Village, IL

Elk Grove Village, IL

2d ago

$70k+/yr Full time 3d Modeling Computer Skills Customer Support

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Job Description

This full-time, in-office Mechanical Engineer / Technical Support role is based in Elk Grove Village, IL, offering a salary of USD 70,000 per year and reporting to the Engineering Manager, with opportunities for growth.

Responsibilities

Provide technical support and troubleshooting to customers via email and phone
Recreate and test customers' control setups in-house to diagnose issues
Build technical knowledge of SCC products by evaluating and testing customer returns
Complete monthly closeouts for customer returns
Develop technical literature for new product introductions
Occasional travel may be required

Requirements

Bachelor's degree in Mechanical, Electrical, Engineering Technologies, or a related technical field
Proficiency with Microsoft Office applications
Strong communication abilities
Collaborative team-oriented mindset
Excellent customer service skills
Effective time management skills
U.S. work authorization

Technologies

Microsoft Office applications
3D modeling software

Benefits

401(k) program
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off

Company Overview

SCC Inc. is a small, purpose-driven firm based in Elk Grove Village, Illinois, with approximately 50 employees. The company focuses on delivering leading combustion control solutions and seeks a motivated individual who is eager to learn and collaborates well within a team. For more information, visit www.scccombustion.com. Qualified professionals are encouraged to apply at hr@scccombustion.com. No relocation package is offered. This is a full-time, in-person role with a willingness to travel up to 25 percent.

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5d ago

Technical Support Engineer 2, Premier

Datadog San Francisco, CA

San Francisco, CA

5d ago

$81k - $119k/yr Full time Customer Support Datadog Help Desk Support

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Job Description

Datadog's Technical Support Engineer 2, Premier position supports Premier customers with complex technical questions, engages in calls and demos, and helps drive product conversations in a fast-paced hybrid environment. Based in San Francisco, CA, this role offers a salary range of USD 81,000 - 119,000 per year.

Responsibilities

Address Premier customers' inquiries via phone, chat, and tickets on a high-velocity support team, while guiding them on effective Datadog usage.
Build strong partnerships with Premier customers, collaborating closely to understand their unique monitoring environment.
Reproduce issues and investigate across Datadog's 600-plus integrations.
Create and maintain knowledge-base articles and technical documentation for a range of technologies.
Lead product discussions by translating client feedback and observed issues into actionable insights.
Join regular health-check meetings with Premier customers to review performance and usage.
On-site at a Datadog office for 3 to 5 days per week.

Requirements

Minimum of two years' experience delivering multi-channel technical support in a SaaS setting.
Self-motivated, detail-oriented, and committed to continuous learning.
Strong critical thinker who prioritizes client needs in problem-solving.
Decisive, with good judgment on when to escalate issues.
Previous experience in Premium or Enterprise technical support.
Familiar with contemporary infrastructure and monitoring technologies.
Able to work rotating shifts that include weekend hours.

Technologies

Linux

Benefits

Comprehensive onboarding designed to accelerate ramp-up
Generous global benefits package
Mentorship and buddy programs within the department to foster internal networking
New hire stock equity (RSUs) and an employee stock purchase plan (ESPP)
Ongoing professional development, product training, and clear career pathing
Inclusive culture with opportunities to participate in Community Guilds and Inclusion Talks

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8d ago

Senior Technical Support Engineer Cryogenic Systems

Everforth Allentown, PA

Allentown, PA

8d ago

$90k - $110k/yr Full time Senior Customer Service Customer Support

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Job Description

Senior Technical Support Engineer specializing in cryogenic systems provides advanced technical support, troubleshooting, and field service for high-reliability cryogenic and industrial gas equipment. Based in Allentown, PA with a hybrid schedule and 10% travel.

Role Overview

In this capacity, you will serve as the primary technical contact for customers, diagnose and resolve issues related to cryogenic systems such as compressors, cryopumps, and vacuum assemblies, and collaborate with product, service, and engineering teams to ensure reliable operation of critical equipment.

Compensation

Salary range: USD 90,000 - 110,000 per year.

Responsibilities

Serve as the primary technical contact for customers
Diagnose and troubleshoot cryogenic equipment, including compressors, cryopumps, and vacuum systems
Guide customers through remote diagnostics and fixes via phone or video
Identify root causes and escalate complex issues to engineering
Document cases and monitor recurring issues
Provide support to product, service, and engineering teams

Requirements

AS or BS in Engineering
5+ years of experience in field services, technical support, engineering sales, or applications
Experience troubleshooting equipment
Knowledge of vacuum or gas systems
Experience with compressors

Technologies

CRM systems
MS Office

Benefits

Competitive salary
Health
Dental
Vision
Disability
Retirement options including 401(k) and Roth plans
Career growth
Continued training and development
And more

NICE-TO-HAVE SKILLS

Field support and field service experience
Mechanical and vacuum systems knowledge
Electromechanical competencies
Compressors and gas/industrial gas systems experience
Diagnostics and troubleshooting proficiency
Applications engineering and schematics interpretation
Test equipment proficiency
Cryogenics experience
Technical sales support experience

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9d ago

Service Desk Engineer

Tata Consultancy Services San Antonio, TX

San Antonio, TX

9d ago

$29k - $30k/yr Full time Active Directory Cloud Platforms Customer Service

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Job Description

Based in San Antonio, the Service Desk Engineer role at Tata Consultancy Services centers on delivering prompt, professional technical support to a premium client base. This onsite position focuses on handling inbound calls and remote troubleshooting, assisting with end-user and non-fault requests, and contributing to ongoing process improvements that help keep users productive.

Responsibilities

Handle inbound calls to the Premium Client Service Centre in a professional and efficient manner, resolving technical issues over the phone and via remote access.
Directly assist clients with end-user issues for general faults using structured troubleshooting to reach resolution.
Support customers with non-fault requests such as software installations, data and application access, including provisioning technology for new hires.
Collaborate as part of a complete service team to deliver effective solutions that meet customer needs and drive improvements in products and services.
Identify repetitive faults through communication with other support groups and the service desk leadership team.
Coordinate with business areas to provide guidance and proactive technology enhancements aimed at improving daily productivity.
Contribute to process or knowledge documentation as required.
Participate in testing and implementation phases for changes and enhancements to systems and applications used by business units.

Requirements

Minimum 1 year of experience in a technical service desk environment.
Excellent written and verbal communication skills.
Strong ability to identify and diagnose issues.
Proficiency with MS Office Professional across all variants.
Knowledge of operating systems (Windows family, including Vista and newer).
High level of technical aptitude with strong investigation and problem-solving capabilities.
Ability to work across functions and reporting lines to drive results.

Technologies

MS Office Professional (All Flavours)
Windows operating systems (Windows Vista, Windows 11, etc.)
MS Office 365, MS Outlook / Exchange
Active Directory, MS SCCM
VDI (Virtual Desktop Infrastructure)
TCP/IP, DHCP, DNS
Corporate Mobile Devices, BYOD O365 Mobile Suite
Helpdesk / Call Management systems

Location

San Antonio, TX (onsite)

Salary

USD 29,000 - 30,000 per yearly

Job Details

Role: Engineer
Job Function: Technology
Job ID: 422236
Desired Skills: Service Desk

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9d ago

IT Support Engineer

TAG Solutions Menands, NY

Menands, NY

9d ago

$25 - $35/hr Full time Cloud Platforms Customer Support End User Support

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Job Description

IT Support Engineer at TAG Solutions in Menands, NY (onsite) provides end-user IT support across desktops, servers, network equipment, and applications, with a customer-first mindset, incident management, and maintenance and upgrades to support customer environments while meeting SLAs.

Responsibilities

Provide IT support to customers in accordance with the Support Playbook.
Monitor inbound phone and ticket queues, responding within service level agreements.
Monitor queues for escalated tickets and respond within service level agreements.
Provide clear and detailed ticket notes.
Maintain and update documentation.
Look for ways to reduce ticket noise to help our customers more efficiently.
Contribute to a growing knowledgebase that all our engineers work from.
Onsite support at Customer sites as required.

Requirements

Minimum 1 year of IT support experience.
Proven proficiency working with all Microsoft Operating Systems including latest server OS’s.
Proven proficiency working with IP networking including firewalls, switches and wireless technologies.
Proven proficiency working with VMware.
Proven proficiency working with Remote Monitoring and Management.
Experience working with MS Office 365, Google Apps, Gmail, and antivirus programs.
Experience working with Backup solutions.
Experience providing a high level of customer service in a technical support environment.
Experience managing customers directly over the phones or via electronic communications.
Excellent verbal and written communication skills.
Experience documenting and managing technical requests.
Demonstrated ability to multitask and deliver IT support independently as well as with a team.
Detail oriented.
Do what-ever-it-takes attitude.

Technologies

Windows
Windows Server
Firewalls
Switches
Wireless technologies
VMware
Remote Monitoring and Management
Office 365
Google Apps
Gmail
Antivirus software
Backup solutions
Wolters Kluwer CCH

Benefits

401(k)
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Retirement plan
Tuition reimbursement
Vision insurance

Job Description

Providing customers with timely confirmation of the receipt of their issue, making them aware that we are on it
Understanding that well-crafted notes and exceptional detail on tickets is the foundation for the customers issue to be handled correctly throughout its lifecycle
Ensuring that the customers issue is completely resolved to their satisfaction
Asking about and addressing any other needs that a customer has

Desired Outcomes

Confirming receipt of, and beginning work on escalated cases within 30 minutes of creation
Resolving 95% of cases with 30 minutes or less of total work time
Resolving minimum 12 tickets/day
Updating the case with exceptional notes whenever work is performed on a case, and taking the opportunity to call and send an update to the customer on the current status
Escalated cases include enough detail for Tier III to work them without additional request for information
Case details are tracked accurately and yield dependable and helpful reporting

Application Question(s)

This position requires travel to Customer sites. Are you located in or a short distance from of Albany, NY?

Experience

Troubleshooting: 3 years (Preferred)
Windows: 3 years (Preferred)
Wolters Kluwer CCH: 1 year (Preferred)

License/Certification

Driver's license (Required)

Willingness to Travel

100% (Required)

Work Location

In person

Job Type

Full-time

Pay

$25.00 - $35.00 per hour

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14d ago

Technical Support Engineer – Handler/Prober

Advantest San Jose, CA

San Jose, CA

14d ago

$130k - $200k/yr Full time Customer Support Field Service Incident Management

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Job Description

Advantest offers a comprehensive benefits package and a collaborative culture designed to support engineers across the semiconductor testing space. This onsite Technical Support Engineer role focuses on system level expertise for Handler and Die Level Prober equipment, including diagnosing issues, delivering remote and on-site assistance, and providing training. The position is based in San Jose, CA with additional locations in Austin, TX.

Benefits

Global Bonus Program
401(k) Plan with company matching
Medical, Dental & Vision insurance (HMO, PPO, and HSA)
Income Protection (life, disability, and accident insurance)
Flexible Spending Accounts
Health Savings Account (HSA)
Employee Assistance Program
Flexible Time Off
Paid Holidays
Flexible schedule

Salary

Compensation: USD 129,650 - 200,400 per year, DOE.

Location

Onsite role based in San Jose, California, United States, with additional location in Austin, Texas, United States.

Responsibilities

Provides second-level remote support for handler and die-level prober issues to customers and Advantest field service staff via phone or web tools.
Maintains readiness to handle escalation calls, including after-hours and weekend coverage when needed.
Collaborates primarily with trained Customer Technicians and Advantest Customer Engineers who have already attempted standard troubleshooting; devises specialized techniques based on deep system knowledge and symptom analysis.
Accurately records case details in Oracle Teleservice for reference and future troubleshooting.
Utilizes remote connectivity tools such as WebEx as appropriate.
Provides maintenance training on handler and die-level prober systems to external customers and Advantest field service personnel.
Amplifies knowledge by refining division training materials and sharing improvements with field service personnel.
Delivers standard and customized maintenance training courses to customers and field personnel.
Develops course outlines and materials for system maintenance training delivered to field engineers and customer technicians.
Collaborates with Division Customer Support and Learning Products teams to design and refine training content.
Manages escalation for critical or difficult system problems.
Serves as Technical Problem Manager in the escalation process, acting as the primary liaison between factory and field.
With Division Customer Support, develops action plans to resolve system problems, often requiring unique approaches to understand and characterize issues and reach resolution.
Provides on-site technical expertise as needed to troubleshoot and resolve system problems.
Acts as field liaison to Manufacturing Divisions.
Gives feedback to divisions regarding product quality, supportability, and service documentation.
Participates in design-for-supportability reviews for new products.
Communicates new support developments to field personnel.
Performs special technical or project management assignments.
Provides initial installation and support for new products and subsystems during introduction and first shipments; coordinates with Manufacturing to ensure successful deployment, often starting with limited training and service documentation.
Provides project management and technical expertise for special assignments such as trade shows and large customer projects.
Serves as the technical focal point for designated Cooperative Support customers.
Provides backup support to the local Support Delivery Team during peak workload.
Offers backup support within the local geography during peak workload or field service engineer unavailability to meet commitments and minimize travel.

Requirements

B.S.M.E.T. or equivalent industry experience.
5 years of experience using or supporting Advantest Handlers or other probers.

Technologies

Oracle Teleservice
WebEx

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14d ago

Technical Support Engineer

Dataworks Plus Greenville, SC

Greenville, SC

14d ago

$55k+/yr Full time Application Support Customer Support End User Support

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Job Description

Technical Support Engineer at Dataworks Plus provides email and phone support to customers, collaborates with project management and engineering teams, and troubleshoots Windows, Windows Server, networks, and SQL Server environments, including on-site visits.

Responsibilities

Provide email and phone-based technical support to customers.
Collaborate with Project Management, Project Engineering, and Development teams to deliver effective solutions.
Be willing to travel on-site to customer locations; some travel required.
Adapt quickly to and learn proprietary technologies.
Troubleshoot hardware and software issues.
Communicate professionally and promptly with customers by phone and email.
Document problems and resolutions accurately in Microsoft Dynamics CRM in a timely manner.
Coordinate, research, and analyze special projects and reports.

Requirements

Ability to pass FBI background checks and related screenings for Law Enforcement vendor work.
Strong communication and collaboration skills in a team environment.
Willingness to go on-site to customer locations; some travel required.
Ability to quickly adapt to and learn proprietary technologies.
Knowledge of Windows operating systems.
Knowledge of Windows Server environments.
Knowledge of modern network technologies and equipment.
Basic familiarity with Microsoft SQL Server technology (strongly preferred).
Problem solving, initiative, troubleshooting hardware and software, and multitasking abilities.
Ability to coordinate, research, and analyze special projects and reports.
Professional and timely customer communication by phone and email.
Accurate documentation of problems and resolutions in Microsoft Dynamics CRM in a timely manner.
Technical support experience: 2 years required.

Technologies

Microsoft Dynamics
Windows operating systems
Windows Server environments
Microsoft SQL Server

Benefits

401(k)
Dental insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance

Details

Location: Greenville, SC (onsite)
Salary: USD 55,000 per year
Experience: 2 years minimum

$70k+/yr Full time Electrical Engineering Customer Service Customer Support

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