Technical Support Engineer (9am-5pm EST Shift)- remote

Company Overview
We are a pioneering Infrastructure-as-a-Service (IaaS) company, focusing on delivering High-Performance Computing (HPC) solutions. Our cutting-edge data centers form the core of our operations, empowering us to offer unmatched computational resources to our global clientele. As we continue to grow, we are expanding our Customer Experience team to ensure our clients receive responsive, knowledgeable, and consistent technical support.

Position Summary
The Technical Support Engineer serves as the first point of contact for customers seeking assistance with our platform. This role is responsible for troubleshooting common technical issues, guiding customers through operational tasks such as server reboots and firewall configuration, and ensuring timely resolution or structured escalation when necessary. This is a 24/7 shift-based role that requires strong communication skills, technical aptitude, and disciplined escalation practices. The successful candidate will work closely with Engineering and Infrastructure teams while maintaining ownership of the customer experience from initial contact through resolution

Key Responsibilities
Customer Support & Troubleshooting: Provide first-level technical support via ticketing system, Slack, or email. Assist customers with platform-related tasks including server reboots, firewall rule setup, network configuration, and system status checks.

Issue Triage & Escalation: Identify issues requiring escalation to Engineering or Infrastructure teams. Provide detailed and complete escalation summaries including business impact, troubleshooting steps performed, relevant logs, and reproduction details. Maintain communication ownership with the customer throughout the escalation lifecycle.

Documentation & Knowledge Management: Contribute to internal and external knowledge base articles to reduce repeat issues and improve efficiency. Operational Standards & 24/7 Coverage: Participate in shift-based 24/7 coverage including weekends and holidays as required. Meet defined SLAs for first response and resolution time. Execute clean shift handoffs that include ticket status, customer impact, and next required actions.

Qualifications
Bachelor s degree in Computer Science, Information Technology, or related field preferred.
1 3 years of experience in technical support, help desk, or customer-facing technical roles. Working knowledge of Linux command line including file navigation, process monitoring, and log review. Understanding of networking fundamentals such as IP addressing, ports, DNS, and firewall concepts. Experience working within ticket management systems and SLA-driven environments.

Strong problem-solving skills, clear written and verbal communication abilities, and the capacity to work effectively in a structured 24/7 support model. Preferred qualifications include experience supporting cloud or IaaS platforms, familiarity with virtualization or server concepts, and exposure to APIs or command-line tools.