Technical Support Engineer POST NUMBER: 306659
Technical Support Engineer
Location: Columbus, OH
Position Type: Direct Hire
Work Arrangement: Primarily onsite with periodic travel to customer locations as needed
The Opportunity
Our client is seeking a Technical Support Engineer to provide first-line technical support for both internal and external customers utilizing complex IT-based systems. This role will focus on troubleshooting and supporting technologies including SQL, HTML, proprietary hardware and peripherals, Kubernetes environments, cloud-hosted applications, and data analytics platforms.
The ideal candidate is a customer-focused problem solver who enjoys diagnosing technical issues, collaborating with engineering teams, and delivering exceptional support in a fast-paced environment.
Schedule
Initial Training Period
All new hires will begin on First Shift (8:00 AM – 5:00 PM, Monday – Friday) for the first 12 months. This period provides comprehensive onboarding and hands-on training alongside experienced technical team members.
Post-Training Schedules
Following the initial training period, employees will transition to one of the following permanent shift schedules:
Second Shift
- 4:00 PM – 1:00 AM
- Monday – Friday
Third Shift
- 12:00 AM (Midnight) – 9:00 AM
- Sunday – Thursday
These schedules are designed with overlapping coverage to ensure seamless communication, knowledge transfer, and continuous customer support.
Key Responsibilities
You will make an impact by:
- Providing professional technical support via phone, email, remote access sessions, and other communication channels to troubleshoot, diagnose, and resolve customer issues.
- Supporting cloud-hosted software solutions and customer deployments, including troubleshooting applications, managed Kubernetes environments, and associated cloud services while escalating advanced issues when appropriate.
- Producing detailed diagnostic reports, system performance analyses, and issue-resolution documentation.
- Participating in a rotating 24/7 on-call support schedule for emergency customer incidents.
- Following through with customers to ensure timely and complete issue resolution.
- Researching technical problems, identifying root causes, and guiding customers through corrective actions.
- Assisting engineering teams with internal testing, validation activities, and customer acceptance testing initiatives.
- Delivering technical training for internal teams and customers as needed.
- Supporting onsite customer implementations, upgrades, troubleshooting efforts, and system maintenance activities.
- Traveling to customer sites as required to provide hands-on technical support and project assistance.
Required Qualifications
- Associate’s Degree in Computer Science, Information Technology, Electrical Engineering Technology (EET), Computer Engineering Technology, or a related technical discipline; equivalent experience will be considered.
- Minimum of 1 year of experience in a Service Desk, Technical Support, Help Desk, or Inbound Call Center environment.
- Strong understanding of customer support processes, operations, and service delivery best practices.
- Experience supporting and maintaining complex software applications.
- Demonstrated analytical, troubleshooting, and problem-solving skills.
- Working knowledge of at least one major public cloud platform and managed Kubernetes environments, including access to clusters and review of workloads, logs, events, and platform health.
- Strong verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical users.
- Ability to work independently and collaboratively in a team environment.
Preferred Qualifications
- Experience with SQL querying and database troubleshooting.
- Familiarity with HTML, web technologies, and application support.
- Exposure to Linux and Windows server environments.
- Experience supporting enterprise software deployments.
- Knowledge of networking fundamentals and system integrations.
- Prior experience supporting mission-critical systems in a 24/7 environment.
Travel Requirements
- Ability to travel periodically to customer locations for installation support, troubleshooting, training, and system validation activities.
- Travel expectations may vary based on project and customer needs.
What You'll Bring
- Passion for technology and customer success.
- Strong attention to detail and commitment to quality service.
- Ability to prioritize multiple issues in a fast-paced support environment.
- A proactive mindset focused on continuous learning and professional growth.
This is an excellent opportunity to join a growing technical team where you will gain exposure to cloud technologies, Kubernetes, enterprise software platforms, and customer-facing technical support while building a rewarding long-term career.
By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com.
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
Representation Notice
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
For residents of Ontario, Canada: Based on Highspring’s discussions with its Client, Highspring’s understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).
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Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
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Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring’s use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client’s use of AI products in hiring.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.