Senior Technical Support Engineer
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Job Description
Senior Technical Support Engineer resolving complex technical challenges for Illumia, an industry leader in technology solutions in education, healthcare, and business campuses.
Responsibilities:
- As a Senior Technical Support Engineer, you will be a subject matter expert who handles our most complex technical challenges and serves as a technical mentor to junior engineers.
- You'll lead critical issue resolution, collaborate directly with Engineering teams on product defects, and contribute to the strategic direction of support processes.
- Your responsibilities include resolving escalated technical issues, leading customer crisis situations, and developing advanced troubleshooting procedures.
- Mentoring Technical Support Engineers and Associates while participating in product development discussions.
- You’ll work closely with Support Managers on strategic initiatives and serve as a technical lead for your specialized team.
Requirements:
- Practical experience in Information Technology, Engineering, or related technical field
- 4-7 years of progressive technical support experience with increasing complexity
- Advanced troubleshooting skills across multiple technology stacks
- Proven mentoring and knowledge transfer capabilities
- Experience leading critical issue resolution and customer crisis management
- Strong SQL skills including complex query writing and performance optimization
- Deep understanding of enterprise software architecture and integrations
- Experience with API development/troubleshooting and web services
- Excellent communication skills with ability to present to executive audiences
- Leadership capabilities with demonstrated influence without direct authority
- Bachelor's degree in Computer Science or related field (preferred)
- Experience in healthcare, higher education, or financial services with regulatory knowledge (preferred)
- Advanced knowledge of security protocols and compliance frameworks (preferred)
- Experience with cloud platforms and modern DevOps practices (preferred)
- Background in software development or system administration (preferred)
- Project management experience and cross-functional leadership (preferred)
Benefits:
- Flexible time off to include paid holidays and volunteer time.
- Robust health, dental, and vision insurance plans on your first day of employment
- Employer-paid life insurance/AD&D/short-term and long-term disability insurance
- Comprehensive employee assistance program (EAP)
- Flexible spending account (FSA) or health savings account (HSA)
- Matched 401(k)
- Employee stock purchase plan
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