I'm looking for Technical Support Engineer roles in the United States, preferably with companies in the technology industry. I have 3-5 years of experience, and I need positions that offer full-time work.

Okay, I've searched for Technical Support Engineer roles in the United States within the technology industry, requiring 3-5 years of experience, and offering full-time positions. I have found 112 positions for you.

Technical Support Engineer

United States

Technology

3-5 years

Full Time

Can you help me to analyze the job description and company culture?

Sure. Here's the analysis:

Job Analysis:

The Technical Support Engineer at Loftware is fundamentally hired to deliver exceptional technical support, acting as the primary advocate for customers. This involves not only resolving complex incidents but also ensuring that customer interactions reflect the company’s standards of professionalism and expertise. The role requires coordination across multiple departments, making strong communication and collaboration vital. The responsibilities emphasize a deep understanding of customer issues, analyzing logs and data, and effectively triaging issues to the appropriate teams. Success will manifest in improved turn-around times (TTR) on support tickets, reduced escalations to development, and ultimately, higher customer retention rates. This role will often face challenges related to technical complexity and inter-departmental communication, requiring the candidate to balance urgency in problem-solving with thorough analysis and methodical documentation of incidents. Optimizing the customer support experience and creating a technical knowledge base will also be essential components of long-term success.

Company Analysis:

Loftware operates in a highly specialized and competitive market as the largest provider of cloud-based Enterprise Labeling and Artwork Management. The company's extensive experience—over 35 years—positions it prominently within diverse industries such as pharmaceuticals, food and beverage, and manufacturing. This market leadership means the Technical Support Engineer will be part of an organization with significant resources and a commitment to quality and innovation. The culture at Loftware appears to be centered on inclusion and development, suggesting an environment where employees are encouraged to grow and collaborate. Working cross-functionally will likely be a staple of this role, providing opportunities for visibility and input in organizational processes. The role serves a critical function in the company’s strategy of enhancing customer satisfaction and retention, indicating that hiring for this position is aligned with the broader goal of maintaining Loftware’s reputation as a trusted partner in the supply chain arena. Being part of a global company also means that flexibility and adaptability will be critical attributes for success in this role.

Mock up some interview questions based on the job description.

Absolutely. Here are some mock interview questions that could come up:

Tell me about a time when you had to troubleshoot a complex customer issue. What steps did you take to resolve it?
Describe a situation where you had to coordinate with multiple teams to solve a technical problem. How did you ensure effective communication?
Can you share an experience where you had to manage stressful escalations? How did you handle the situation?
What strategies do you use to analyze logs and data when troubleshooting? Can you provide an example?
How would you approach diagnosing a technical issue related to a web application? What factors would you consider?
Can you describe your experience with REST APIs? How have you used this knowledge in previous roles?
Imagine a customer reports a labeling system failure during a critical business operation. How would you prioritize and address their concerns?
If you encounter a recurring issue that isn't fully resolved through first-line support, how would you escalate this to ensure a solution?
Why do you want to work at Loftware, and how do you think your skills align with our company values?
How does your experience in technical support prepare you for a role at a global company like Loftware?
What aspects of our cloud-based labeling platform are you most excited to work with, and why?
Can you describe your understanding of the challenges faced in the labeling and artwork management industry?
What adjustments would you suggest to improve the customer experience based on your past work?
What additional skills or knowledge areas are you looking to develop in this role?
What questions do you have for us about our culture or the team you would be working with?

Job Details

Overview Company

Technical Support Engineer

Loftware

13 days ago

Highlight

RemoteFull-time3-5 yearsMid

Summary

Loftware is seeking a Technical Support Engineer to join their team remotely. The role involves providing advanced technical support and solutions to customers, ensuring optimal response time and performance.

About the Role

As a Technical Support Engineer, you will be responsible for resolving complex technical incidents, coordinating with internal and external departments, and providing technical guidance to improve time to resolution and reduce escalations. You will analyze customer issues, handle escalations, and coordinate resolutions requiring hot fixes or patches.

About You

Required:

Bachelor's or master's degree in a technical discipline or equivalent work experience.
3-5 years of experience supporting customers directly in a technical environment.
Ability to analyze customer issues with a deep understanding of logs and data.
Experience with REST APIs, logs analysis, and triaging issues.
Basic knowledge of C++, Java, HTTP protocols, and web browsers.
Familiarity with database architecture, schemas, and running queries.
Experience with operating systems, OS logging, and configuration tools.

Preferred:

Moderate skill level in reading and interpreting logs including Log4J and Log4J2.

Benefits

Comprehensive training and emphasis on employee development.
Opportunity to work for a global leader in a business-critical industry.
Inclusive and diverse work environment.
Equal opportunities employer committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status.

Loftware

Loftware is the world’s largest cloud-based Enterprise Labeling and Artwork Management provider, offering an end-to-end labeling solution platform for companies of all sizes. Maintaining a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore, Loftware boasts over 35 years of expertise in solving labeling challenges. We help companies improve accuracy, traceability and compliance while improving the quality, speed, and efficiency of their labeling. As the leading global provider of Enterprise Labeling and Artwork Management, along with Clinical Trials Labeling and Content Management, Loftware enables supply chain agility, supports evolving regulations, and optimizes business operations for a wide range of industries. These include automotive, chemicals, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail and apparel.

United States