Technical Support Engineer POST NUMBER: 456741
Overview
Vaco has been engaged by a fast-growing SaaS company in the Denver area to build a team of Technical Support Engineers. This team will deliver high-quality technical assistance across the company’s software portfolio. The TSE will troubleshoot complex issues, collaborate cross-functionally, and help shape the customer experience through deep product expertise and proactive engagement.
Key Responsibilities
- Own the full lifecycle of support cases: intake, investigation, resolution, and closure.
- Create and maintain clear action plans (Who, What, When) for complex issues.
- Troubleshoot installation, performance, configuration, and integration challenges.
- Reproduce customer issues in lab environments to isolate root causes.
- Conduct live support sessions via phone, screen share, or chat.
- Collect and analyze logs and diagnostics to inform resolution.
- Escalate bugs, risks, or platform issues to Engineering or Account Teams.
- Maintain ticket hygiene and manage suspended queues.
Knowledge
- Apply and contribute to company’s Knowledge Base (KB/FAQ).
- Identify documentation gaps and propose updates.
- Link cases to existing bugs or enhancement requests.
- Participate in release testing and provide feedback.
Collaboration
- Partner with Product, Engineering, and Customer Success for coordinated resolutions.
- Optionally moderate community forums and assist with onboarding new hires.
Operational Excellence
- Respond to inbound support calls (Diamond Customers, if applicable).
- Handle regional queues and shift-based responsibilities.
- Document case history and technical notes in ServiceCloud.
- Stay current with product updates and participate in release testing.
Skills & Qualifications
Core Skills
- Strong troubleshooting across OS, networking, databases, and SaaS environments.
- Ability to manage multiple cases in a fast-paced, SLA-driven setting.
- Skilled in root cause analysis and issue reproduction.
- Clear communication with both technical and non-technical audiences.
- Experience with case management tools (e.g., Salesforce/ServiceCloud).
- Basic authoring skills for documentation and KB articles.
- Familiarity with scripting, SQL, and cloud/SaaS architecture.
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
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.
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.
Privacy Notice
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.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
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.