Technical Support – Solutions Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Serve as the main technical liaison for customers, addressing inquiries with professionalism and accountability.

• Provide top-tier technical support and troubleshooting, swiftly and effectively resolving issues within agreed service level agreements (SLAs).

• Work closely with Professional Services to plan and implement field upgrades or patches as necessary.

• Collaborate with Product R&D teams for comprehensive technical analysis and long-term solutions.

• Develop and maintain high-quality knowledge base articles for both internal and external audiences.

• Share your knowledge by leading informal training sessions and documenting lessons learned across teams.

• Keep abreast of industry trends, emerging technologies, and best practices.

• Actively engage in the continuous enhancement of our products, services, and internal processes.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline (certifications are an advantage).

• Significant experience in software implementation, system integration, and technical support.

• Familiarity with programming languages such as Java, Python, and SQL, along with APIs and data integration tools.

• DBA Skills - MariaDB / Maxscale / Oracle EE / Oracle Golden Gate.

• Strong analytical and problem-solving abilities, capable of diagnosing and resolving intricate technical issues.

• Clear and confident communication skills — able to articulate technical topics to both technical and non-technical audiences; fluency in English required.

• A proactive, customer-focused approach with a proven track record of building long-term client relationships.

• Comfort in working with complex business solutions and collaborating across various teams.

• Experience with Home Device Manager or IMPACT products is a significant advantage.

• Willingness to participate in a 24x7 on-call rotation.

🏝️ Benefits

• Health insurance

• Professional development opportunities