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<h3>Job Description</h3>
Job Description
At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online.
Our unique data and solutions empower over 5,300 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies. In 2021, we went public on the New York Stock Exchange and continue reaching new heights! Come work alongside Similarwebbers who are bright, curious, practical, and good people.
We're looking for a Technical Support Engineer to become a product expert, assist our customers with various inquiries, and strengthen our relationships with our customers and users. This role reports to the Director of Product Support.
Why is this role important at Similarweb?
The Technical Support Engineer acts as the first line of contact for all of our users and plays a critical role in building trust in our brand, services, and products.
The Support Team is often the first point of contact for new users, giving us a unique opportunity to make their first experience with Similarweb amazing!
So, what will you be doing all day?
As part of the Product Support team, your daily responsibilities may include:
<ul>
<li>Providing high-quality, personalized support to our customers primarily through email, and fostering strong customer relationships.</li>
<li>Supporting Similarweb employees by addressing any questions or issues with Similarweb products.</li>
<li>Acting as an escalation point for our Tier 1 team for bugs, data inquiries, and advanced product questions.</li>
<li>Becoming an expert in all Similarweb products, enabling you to address general product education inquiries.</li>
<li>Collaborating with Product and R&amp;D teams to resolve bugs and handle escalations, making prioritization decisions when multiple issues arise.</li>
<li>Acquiring advanced knowledge of our data methodology to effectively manage complex data questions.</li>
<li>Offering feedback to our Product team by sharing insights that could enhance customer experience and suggesting new product functionalities.</li>
</ul>
This is the perfect job for someone who:
<ul>
<li>Has at least 1 year of customer-facing experience (account management, client onboarding, customer support, or similar roles).</li>
<li>Has at least 1 year of experience working directly with software (SaaS preferred) or in the digital marketing field</li>
<li>Has SQL knowledge to query and analyze data discrepancies for efficient issue resolution.</li>
<li>Is experienced with RESTful APIs and tools like Postman, with the ability to troubleshoot and perform API testing to diagnose customer issues effectively.</li>
<li>Is a native-level English and exceptional verbal and written communication skills</li>
<li>Is internet &amp; tech savvy</li>
<li>Has critical thinking and problem solving skills</li>
<li>Demonstrate professionalism, and strong ability to work in a team environment</li>
<li>Is highly service-oriented with customer-facing skills</li>
<li>Has data analysis skills</li>
</ul>
It's a plus if you are someone who:
<ul>
<li>Is experienced with Salesforce, JIRA, Zendesk or other support ticketing systems</li>
<li>Has experience working in a DaaS company</li>
<li>Has a strong understanding of the digital marketing space</li>
</ul>
**At Similarweb, collaborating with our colleagues in-office creates a more connected, unified culture. Our best work is a product of our face-to-face collaboration, with the ability to work partially from home.**
Why you'll love being a Similarwebber:
You'll get to sell a product you actually believe in: Our customers aren't our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said "the product." Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.
You'll find a home for your big ideas: We encourage an open dialogue and empower employees to bring their ideas to the table. You'll find the resources you need to take initiative and create meaningful change within the organization.
We offer competitive perks &amp; benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.
You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it's Career Week, personalized coaching, or our ongoing learning solutions, you'll find all the tools and opportunities you need to develop your career right here.
Diversity isn't just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.
Please Note: We are unable to sponsor visas at this time.
#LI-KZ #LI-hybrid
We will handle your application and information related to your application in accordance with the Applicant Privacy Policy available here.

Technical Support Engineer

<h3>Job Description</h3>
Job Description
Who We Are:&nbsp;
Invicti is an application security leader protecting over 3,500 organizations worldwide through our DAST-first Application Security Platform. Our flagship products, Invicti and Acunetix, enable security and development teams to continuously secure web applications through proprietary proof-based scanning and predictive risk scoring. &nbsp;
Who You Are:
You’re someone who loves a good challenge and will stop at nothing to find one (or many) solutions. Your curiosity knows no bounds and no technical puzzle is too tough. You're all for asking questions in a gallant effort to find the most efficient resolution. You're into learning new and known things and find yourself scrolling subreddits for the latest and greatest on the future of web and cyber security.
As a Technical Support Engineer here at Invicti, you'll provide enterprise-level technical assistance to our rapidly growing global customer base, ensuring that both technical and non-technical end users receive effective solutions through various channels. Your expertise will be critical in maintaining customer satisfaction and overall success.
This position is hybrid with in-office expectations at our Austin location (North Lamar). &nbsp;
What You'll Be Doing:&nbsp;
<ul>
<li>Providing high-quality technical support to Invicti’s enterprise customers.</li>
<li>Delivering technical solutions to both technical and non-technical end-users via phone, our support system, and other channels as needed.</li>
<li>Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions.</li>
<li>Remotely connecting to customers’ installations to troubleshoot technical difficulties.</li>
<li>Evaluating deeper insights into the challenges faced by customers by reviewing product log files.</li>
<li>Escalating unresolved support tickets to tier 2 support.</li>
<li>Providing prompt and accurate feedback to customers.</li>
<li>Ensuring proper documentation and resolution of all technical inquiries.</li>
<li>Collaborating with the Invicti sales team, resellers, and distributors with technical queries.</li>
<li>Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication with our customer base. &nbsp;</li>
</ul>
What You'll Need:
<ul>
<li>3 to 4 years of proven working experience in enterprise technical support, IT support or as a technical engineer</li>
<li>Located within Austin, TX with the ability to come into the office Mondays and Thursdays</li>
<li>Excellent interpersonal skills</li>
<li>Solid written and verbal communication skills</li>
<li>Expertise of Windows and general desktop support issues</li>
<li>Detailed knowledge of HTTP protocol</li>
<li>Basic TCP/IP and other networking concepts</li>
<li>Familiarity with network tools such as Fiddler and Wireshark</li>
<li>Understanding of basic web development, HTML, and SQL</li>
<li>Comprehension of basic security topics such as XSS and SQL Injection</li>
<li>Experience with operating systems Windows and Linux</li>
<li>Fundamental knowledge of Docker</li>
<li>An ability to work remotely as part of a virtual team &nbsp;</li>
</ul>
Why Invicti:
Your Health &amp; Wellness Matters:
<ul>
<li>Health Insurance: Taking care of our team goes beyond the office. We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision/dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective your first day.</li>
<li>Employee Assistance Program: Emotional Support Counseling services - 24/7 Life Coaching, Dependent Care, Elder Care, Financial &amp; Legal Support, Wellness Coaching, New Parent Support and more</li>
<li>Parental Leave: 16 weeks paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent</li>
<li>401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff vesting&nbsp;</li>
</ul>
We Value Adult/Life Balance:
<ul>
<li>Hybrid Working: If you are local to one of our office locations, you can work a hybrid/home schedule - we got you covered</li>
<li>Discretionary Time Off: Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued</li>
<li>Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate</li>
<li>Volunteering: 5 days of paid time off each year to participate in the volunteer activities of your choice&nbsp;</li>
</ul>
We Value You:
<ul>
<li>Employee Recognition: Ongoing recognition &amp; rewards. A Culture that emphasizes personal and professional growth</li>
</ul>
At Invicti, we embrace diversity and individuality in all forms. Discrimination has no place here - regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes you unique. We're all about creating a space where everyone feels valued and included. So come as you are and join us in shaping the future of our industry.
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<h3>Job Description</h3>
Job Description
***On-site opportunity in East Aurora, NY***
 
**This position is considered safety sensitive and is subjective to drug testing, including cannabis**
 
SUMMARY: The Technical Support Engineer is responsible for maintaining a thorough knowledge of company products specific to cutting tools, holders and other machine related tooling applications, and targeted application support via training and on-site testing to assure customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
<ul>
<li>Proactively solve tooling problems for customers</li>
<li>Communicate customer and market issues to company management</li>
<li>Develop, update and maintain technical database on all products related to cutting tools and related machine applications. Reviews and recommends product introductions and deletions. </li>
<li>Acts as technical liaison to primary tooling vendors regarding product changes, updates, etc. </li>
<li>Provides technical support to field sales engineers and inside sales personnel. </li>
<li>Inquires and learns about customers and their business plans, forwards that information to the Director of Sales for evaluation and business planning.</li>
<li>Manage new and existing customer relationships</li>
<li>Coordinates meetings between customers and vendor representatives on technical issues.</li>
<li>Advance and develop cost savings projects for customers.</li>
<li>Perform other duties as assigned</li>
<li>Perform all work in accordance to ISO processes and procedures</li>
</ul>
QUALIFICATIONS:
<ul>
<li>High levels of product knowledge</li>
<li>Excellent written and verbal communication skills</li>
<li>Excellent interpersonal skills</li>
<li>Competent with the use of computer software specific to the operation</li>
</ul>
SUPERVISORY RESPONSIBILITIES:
<ul>
<li>No direct supervisory responsibility. May provide indirect supervisory input.</li>
</ul>
EDUCATION and/or EXPERIENCE:
<ul>
<li>High School diploma required</li>
<li>Bachelor’s degree in a related field preferred</li>
<li>5 years of experience in a similar position required</li>
<li>Previous sales or customer service experience preferred</li>
</ul>
CERTIFICATES, LICENSES, REGISTRATIONS:
<ul>
<li>None required</li>
</ul>

WORK ENVIRONMENT:
<ul>
<li>Employee is regularly required to speak and hear English, stand, walk, sit, use hand to finger, handle or feel objects, tools or controls; reach with hands and arms. Employee is required to use computer and other equipment.</li>
<li>Employee frequently lifts and/or moves up to _70_ pounds. Specific vision abilities include close vision and the ability to clearly focus vision.</li>
</ul>
PPE REQUIRED: 
<ul>
<li>Eye protection, ear protection, and as required by customer, steel-toed shoes and head protection.</li>
</ul>

*BlackHawk Industrial is an Equal Opportunity Employer
 
**BHID policy requires all potential employees to undergo pre-employment background and drug screening. This is a standard procedure we follow to ensure a safe and productive work environment.
 
Executive Search Firms and Staffing Agencies: Please be advised that BlackHawk Industrial only accepts resumes from agencies with which we have an executed contract and proactively engaged with. Accordingly, BlackHawk Industrial and any of its affiliates is not obligated to pay referral fees to any agency that is not party to an agreement with BlackHawk Industrial. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of BlackHawk Industrial.

<h3>Job Description</h3>
Job Description
Technical Support Engineer
About Packsize
Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box—it’s delivering what’s right for our customers, their customers, our people, and the planet.
About the Role
A Technical Support Engineer (TSE) provides invaluable assistance for Packsize customers throughout North America. Only a phone call or email away, the TSE team engages our customers with a helpful balance of compassion and skill to help improve and nurture our existing customer relationships. A TSE finds themselves working daily in a diverse, multicultural team focused on bringing out the best in each person while working towards providing exceptional technical support for our customers.
Looking for a motivated and driven individual with an interest in technology that learns quickly and enjoys working with customers and solving problems. Training on our equipment will be provided for all individuals and specific training in certain areas may be provided to the right individual. Maintaining an enjoyable working environment for all team members is critical so we’re looking for individuals wanting to work with industry leading technology in a constructive atmosphere.
What You'll Do
<ul>
<li>
Answer inbound support calls and collaborate with customers to resolve issues.
</li>
<li>
Determines whether calls can be resolved over the phone or if they must be fixed on-site by a field service engineer.
</li>
<li>
Builds and maintains a solutions database. The solutions database works in line with the call center scripting and also functions as a resource for field service engineers to troubleshoot equipment issues.
</li>
<li>
Functions as a resource to field service engineers in their respective job functions.
</li>
<li>
Identify and diagnose problems with little information. Problem-solving tasks may include resolving mechanical/software issues, resolving operating system bugs, and reinstalling software or hardware.
</li>
<li>
Enhance the customer’s positive experience with Packsize by recognizing their needs and providing solutions.
</li>
<li>
Motivate customers through training how to operate machinery and implement lean principles.
</li>
<li>
Communicate effectively, both internally and externally and utilize the CRM system to record and schedule engineering functions.
</li>
<li>
Update online database system in a timely manner to facilitate the flow of machine data and dashboard reporting.
</li>
<li>
Builds and maintains call center scripts in the CRM system to support Packsize customer growth.
</li>
</ul>
What You'll Bring
<ul>
<li>BS/BA in related discipline is strongly preferred.</li>
<li>Spanish speaking is a plus</li>
<li>Advanced degrees are a plus</li>
<li>Networking or IT support experience a plus</li>
<li>3-5 years of hands-on experience</li>
<li>Experience in diagnosing, solving, and implementing solutions to technical issues</li>
<li>Experience in high-level remote troubleshooting</li>
<li>Completely dependable, excellent at problem-solving and troubleshooting</li>
<li>Proven track record of reliability during hotline shifts</li>
<li>Excellent de-escalation skills to reduce potential dispatches</li>
<li>Self-motivated with a proven track record in managing technical issues and projects</li>
<li>Highly proficient with Packsize technology with a strong attention to detail</li>
<li>Possess strong communication skills and the ability to communicate professionally in written responses to emails and phone communications to customers both internal and external</li>
<li>Must be organized and analytical, able to eliminate obstacles through creative approaches</li>
<li>Proven to possess great time management skills</li>
<li>Familiar and comfortable with high-paced, high-technology environments</li>
</ul>
Working Environment and Physical Demands
The following are representative of the typical working environment and physical demands
of this position. To successfully perform the essential functions of this job, you will be required to:
<ul>
<li>
Communicate with others to exchange information
</li>
<li>
Work within a production facility, warehouse, or manufacturing environment
</li>
<li>
Work in a noisy environment at various temperatures
</li>
<li>
Remain in a stationary position, often standing for prolonged periods
</li>
<li>
Move objects (equipment, machinery, and products) up to 50 lbs
</li>
<li>
Ascend and descend ladders, stairs, scaffolding, ramps, steps stools and the like
</li>
<li>
Perform tasks that require you to bend, stretch, push, pull, carry, and reach
</li>
</ul>
What We Offer
The range for this role is $28-$30/hr; however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills.
If this role excites you but you don’t meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places.
Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.

<h3>Job Description</h3>
Job Description
This is a position that we keep open all the time as we never know when the right fit candidate will come along plus client acquisition can lead to immediate openings in technical positions.
At I-M Technology, we help Connecticut, Massachusetts and Rhode Island based companies with their IT and cybersecurity needs. Because we’re growing, we are seeking a Technical Engineer to join our Client Support Group in our Norwich CT headquarters!
<ul>
<li>To be clear this is a position in Connecticut and not remote.</li>
<li>Candidates must live in CT, RI or MA or be willing to relocate to CT or RI.</li>
</ul>
Our company core values are:
<ul>
<li>Do the right things right</li>
<li>Better every day</li>
<li>Integrity</li>
<li>Respect</li>
</ul>
Here's what we are looking for (skills) -
<ul>
<li>Passion for teamwork, continuing education, problem-solving and exceptional customer service</li>
<li>A computer techie with a great personality and the desire to work hard.</li>
<li>5+ Years experience within the MSP industry providing IT support.</li>
<li>Great people and customer service skills.</li>
<li>Experience with RMM tools and ticketing (PSA) software.</li>
<li>Microsoft Certifications preferably MCP in Azure, 365, Server 2016/2019/2022.</li>
<li>Network and/or security certifications: CCNA, Network+, Security+</li>
<li>Networking experience with firewalls, wireless and VLANs</li>
<li>Virtualization experience with HyperV (preferred) or&nbsp;ESXi</li>
</ul>
Here is what you'll be doing (duties) -
<ul>
<li>Handling client support requests, remote or on-site at their offices</li>
<li>Assisting team members with ticket escalations</li>
<li>Onboarding new clients and following our best practices.</li>
<li>Using and improving client documentation.</li>
<li>Assisting with client projects i.e. server upgrades, wireless deployments etc.</li>
</ul>
Here is what we provide you with (benefits) -
<ul>
<li>Competitive starting salary based on experience</li>
<li>401k with company match</li>
<li>Health insurance with company contribution</li>
<li>5 weeks PTO (available after 90 days)</li>
<li>Birthday off</li>
<li>Performance bonuses</li>
<li>Paid training and certification program with financial&nbsp;incentives</li>
<li>Use of company provided shared vehicles and tools</li>
<li>Company Surface laptop/tablet, VOIP phone/app, smartphone, and other gear</li>
<li>An upbeat, successful, and motivated team to work with</li>
</ul>
Please include a cover letter.
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<h3>Job Description</h3>
Job Description
Technical Support Engineer&nbsp;
Reporting to our head of Customer Support, the Technical Support Engineer will identify, diagnose, and resolve incidents by leveraging excellent and prompt communications with our customers. This role will partner cross-functionally with our internal teams and is a fantastic opportunity to gain experience at a hyper-growth start-up.&nbsp;
Qualifications
<ul>
<li>5+ years of practical experience in a customer-focused position involving technical knowledge of a company's products and services.&nbsp;</li>
<li>Excellent communication skills, both written and verbal.&nbsp;</li>
<li>Prior experience in a technical support role communicating with Enterprise customers.</li>
<li>Ability to triage and troubleshoot technical issues.</li>
<li>Familiarity with SQL, logging tools (LogRocket, Datadog, etc.), APIs, SSO configuration.</li>
<li>Have experience with Zendesk and Jira.</li>
<li>Preferred: familiarity with the software development lifecycle, git, and PM tools.</li>
<li>Bonus: be comfortable in reading Python, Nodejs, Typescript, and React.</li>
</ul>
&nbsp;
What You’ll Do&nbsp;
<ul>
<li>Work out of a Zendesk queue to diagnose and resolve technical inquiries related to LinearB.</li>
<li>Troubleshoot both in the LinearB UI and the backend- in our database and logs.</li>
<li>Communicate in a friendly and thorough way with our geographically diverse customer base.</li>
<li>Craft highly detailed tickets for our engineering team to enable efficient resolution of product defects.</li>
<li>Partner with our product team in pursuit of constant improvement of the product and end-user experience.</li>
<li>Follow established processes- and help us create new ones- to ensure the highest level of productivity possible.</li>
</ul>
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<h3>Job Description</h3>
Job DescriptionHYRBID SCHEDULE - WILL GO IN TO FOXBORO 3x PER WEEK SHIFT - MONDAY TO FRIDAY 8 AM to 5 PM EST! About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!
Position Overview
The Tier 1 Engineer will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments.&nbsp; Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT.&nbsp; Thrive provides a unique work environment for ambitious individuals through an unparalleled diversity of work and opportunities for growth.&nbsp; Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed&nbsp;IT support for our clients.
Responsibilities
<ul>
<li>Ability to handle diverse computing environments in a wide cross section of business clients</li>
<li>Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution</li>
<li>Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause</li>
<li>Sets client expectations appropriately throughout the troubleshooting process</li>
<li>Utilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents</li>
<li>Monitor the Remote Service Center (RSC) Service Board for newly created service tickets
<ul>
<li>Prioritize tickets created</li>
<li>Follow Thrives’ best practices for escalating tickets to Tier 2 engineers</li>
</ul>
</li>
<li>Communicate steps taken during troubleshooting and resolutions through clear non-technical communication</li>
<li>Demonstrate the correct level of urgency while resolving client incidents</li>
<li>Resolution of incidents/requests related to, but not limited to the following:
<ul>
<li>Mail Application/Office 365 issues</li>
<li>Client/Server Connectivity issues (per SOP)</li>
<li>Time Sensitive and VIP Workstation incidents</li>
<li>File Restores</li>
<li>Remote Access incidents (Citrix and Terminal Services)</li>
<li>Password Resets</li>
<li>Networked Printer Issues</li>
</ul>
</li>
</ul>
Requirements
<ul>
<li>Bachelor’s Degree, Technical Degree or equivalent work experience</li>
<li>Excellent problem solver; able to prioritize and coordinate between tasks</li>
<li>2-4+ years desktop support experience</li>
<li>Knowledge of mobile device configurations and troubleshooting</li>
<li>Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations</li>
<li>Experience troubleshooting workstation hardware issues</li>
<li>Knowledge and experience with Active Directory</li>
<li>Ability to articulate technical information and convey to non-technical people</li>
<li>Passionate about delivering excellent customer service</li>
<li>Must be able to work effectively in a team environment as well as alone</li>
<li>Excellent written and oral communication skills</li>
<li>Willingness to travel if needed to clients in the Greater Boston area</li>
</ul>
Other Preferred Technical Knowledge
<ul>
<li>In depth knowledge of Windows OS (7, 8.1, 10, etc.)</li>
<li>Experience with Windows Server</li>
<li>Experience with monitoring and remote management tools</li>
<li>Experience with Apple OS</li>
<li>Experience with VMWare</li>
</ul>
Preferred Certification
<ul>
<li>CompTIA Net +</li>
<li>Microsoft: MCP/MCITP/MCSA</li>
</ul>
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<h3>Job Description</h3>
Job DescriptionAbout Us
Vast.ai's cloud powers AI projects and businesses all over the world. We are democratizing and decentralizing AI computing—reshaping our future for the benefit of humanity.
We value curiosity, ownership, and continuous learning. You'll have the opportunity to dive into state-of-the-art AI systems while collaborating with a globally distributed team. We encourage and support growth into specialized or leadership tracks as our startup continues to scale.
About the Role
We're looking for a Support Engineer to provide critical assistance to our clients and hosts. This is a full time, salaried, remote position that requires daily coverage, including shorter weekend shifts, to ensure our customers receive timely and effective support. About half of your time will be spent doing customer or host support, with the rest spent as part of an agile team that improves the Vast.ai cloud. The support that you provide will often be highly technical in nature and will require SysOps expertise.
<ul>
<li>Full-Time </li>
<li>Core Hours, Monday-Friday 8 AM - 4 PM EST + 3 hour/day weekend shifts</li>
<li>Fully Remote (virtual office)</li>
</ul>
Vast.ai users or hosts strongly preferred.
Key Responsibilities
<ul>
<li>Provide technical support to customers and hosts via email, chat, and phone</li>
<li>Work within an agile team to improve the product and support</li>
<li>Troubleshoot and resolve issues related to our GPU rental platform</li>
<li>Maintain and update support documentation</li>
</ul>
You Are
<ul>
<li>A self-starter comfortable working in a fast-paced, dynamic environment</li>
<li>Adaptable and willing to work flexible hours, including weekends</li>
<li>Detail-oriented with strong organizational skills</li>
<li>Passionate about AI and its potential to transform industries</li>
</ul>
To be successful as a Support Engineer, you should have a strong understanding of Linux, Docker, running GPU workloads and system administration. Much of our support involves troubleshooting GPU-related issues, Docker containers, performance tuning, and assisting with AI frameworks such as TensorFlow or PyTorch.
Qualifications
<ul>
<li>Strong technical background with experience in cloud computing, GPU technologies, or related fields</li>
<li>Excellent problem-solving and communication skills</li>
<li>Ability to work independently in a remote environment</li>
<li>Fluency in English</li>
<li>Experience with Linux operating systems</li>
<li>Familiarity with AI, Vast.ai and machine learning concepts</li>
<li>Customer-oriented mindset with a passion for delivering exceptional service</li>
</ul>
Annual Salary Range
$60,000 - $80,000 + equity 
Benefits
<ul>
<li>Health, dental, vision and life insurance coverage</li>
<li>Matching 401K</li>
<li>Vacation and sick leave</li>
<li>Opportunity to grow into other technical or management roles</li>
<li>Fast growing, ambitious startup environment</li>
</ul>

<h3>Job Description</h3>
Job Description
Looking for a company on the rise?Our Client is a leading IT Managed Services Provider specializing in hosting solutions. We offer a comprehensive range of services tailored to meet the diverse needs of businesses seeking reliable and scalable IT infrastructure. As a Tier 2 Support Engineer, you will play a crucial role in ensuring the smooth operation of our clients' hosting environments, providing expert technical support and assistance.
 
As a Tier 2 Support Engineer, you will be responsible for delivering technical support to our clients, primarily focusing on troubleshooting and resolving complex issues related to their hosting infrastructure. You will work closely with Tier 1 support personnel and other technical teams to diagnose and resolve escalated incidents efficiently and effectively. Your expertise will be instrumental in maintaining high levels of client satisfaction and minimizing downtime for our customers.
 
Responsibilities:
<ul>
<li>Technical Support:Provide timely and accurate resolution to escalated technical issues related to hosting infrastructure, including server hardware, operating systems, networking, and virtualization technologies.</li>
<li>Troubleshooting:Diagnose and analyze complex technical problems, utilizing various diagnostic tools and methodologies to identify root causes and implement appropriate solutions.</li>
<li>Incident Management:Take ownership of escalated incidents, ensuring proper documentation, escalation, and resolution within defined service level agreements (SLAs). Communicate effectively with clients to provide status updates and ensure transparency throughout the resolution process.</li>
<li>Customer Engagement:Interact with clients in a professional and courteous manner, demonstrating empathy and understanding while addressing their technical concerns. Proactively identify opportunities to educate and empower clients to optimize their hosting environments.</li>
<li>Collaboration:Work collaboratively with Tier 1 support teams, as well as other internal technical teams such as Systems Administration, Network Engineering, and Security Operations, to escalate and resolve issues efficiently.</li>
<li>Continuous Improvement:Contribute to the development and enhancement of support processes, documentation, and knowledge base articles to improve efficiency and effectiveness in delivering technical support services.</li>
</ul>
 
Qualifications:
<ul>
<li>Technical Proficiency:In-depth knowledge and experience with server hardware, operating systems (e.g., Linux, Windows), virtualization technologies (e.g., VMware, Hyper-V), and networking concepts (e.g., TCP/IP, DNS, DHCP).</li>
<li>SonicWALL Firewall / SMA experience</li>
<li>Problem-Solving Skills:Strong analytical and troubleshooting abilities with a methodical approach to problem-solving and decision-making. Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.</li>
<li>Communication Skills:Excellent written and verbal communication skills with the ability to convey technical information clearly and concisely to both technical and non-technical audiences. Strong customer service orientation with a focus on client satisfaction.</li>
<li>Team Collaboration:Proven ability to work collaboratively in a team environment, sharing knowledge and expertise to achieve common goals. Demonstrated willingness to mentor and support junior team members.</li>
<li>Certifications:Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Solutions Associate (MCSA), VMware Certified Professional (VCP), or equivalent certifications are highly desirable.</li>
<li>Experience:Minimum of 3 years of experience in a technical support role within the IT industry, preferably in a hosting or managed services environment. Experience working in a call center or help desk environment is advantageous.</li>
</ul>
 
Preferred:
Prior experience working with a Manager Services Provider - very helpful/preferred as the applicant would have likely dealt with many different clients and environments.Additionally, the applicant may already have a working knowledge of common MSP tools (Kaseya RMM, Halo, Security Products, etc.)
 
** Note this role will require some remote and onsite support, as needed.Local travel (NY/NJ) to clients and data centers up to 40%. Multiple trips to clients sites during the week. 
 
What We Offer:
<ul>
<li>Competitive salary and benefits package.</li>
<li>A collaborative and inclusive work environment.</li>
<li>Opportunities for professional growth and development.</li>
<li>Unlimited PTO</li>
<li>401k with match</li>
<li>The chance to be part of a forward-thinking company at the forefront of Cloud Managed Services.</li>
</ul>

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