What Jobs are available for IT Support Analyst in San Jose?
Showing 66 IT Support Analyst jobs in San Jose
Technical Support Engineer
95110 San Jose, California
$85000 Annually
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Our client, a leading innovator in the technology sector, is seeking a highly skilled and customer-focused Technical Support Engineer to join their global support team. This position is fully remote, offering the flexibility to work from anywhere within the US. You will be responsible for providing expert technical assistance and troubleshooting for our client's suite of advanced software products. Your primary objective will be to ensure our customers receive timely, accurate, and effective solutions to their technical challenges, thereby maximizing their satisfaction and loyalty. This role involves diagnosing complex hardware and software issues, guiding customers through resolution steps via phone, email, and chat, and documenting all interactions and solutions thoroughly. You will also play a crucial role in identifying recurring issues, providing feedback to the engineering and product teams for product improvement, and contributing to the knowledge base with solutions and best practices. The ideal candidate possesses a strong technical aptitude, a deep understanding of software systems and networking, and exceptional problem-solving skills. You must have a customer-centric approach, demonstrating patience, empathy, and a genuine desire to help users succeed. Excellent communication skills, both written and verbal, are essential for explaining technical concepts clearly to a diverse user base. This position requires the ability to manage multiple support tickets simultaneously, prioritize urgent issues, and meet service level agreements (SLAs). Experience with remote support tools and ticketing systems is a must. This is an excellent opportunity to join a fast-paced, innovative company and make a direct impact on customer success through your technical expertise and dedication. Responsibilities:
- Provide high-level technical support for software products via phone, email, and chat.
- Diagnose and troubleshoot complex hardware, software, and network issues.
- Guide customers through step-by-step solutions to resolve technical problems.
- Document all support interactions, issues, and resolutions accurately in the ticketing system.
- Identify trends in customer issues and provide feedback to product development and engineering teams.
- Contribute to the creation and maintenance of technical documentation and knowledge base articles.
- Ensure customer satisfaction by delivering timely, effective, and professional support.
- Manage and prioritize a queue of support tickets, meeting defined service level agreements (SLAs).
- Escalate complex issues to higher-level support or engineering teams when necessary.
- Stay up-to-date with product updates and new features to provide the most accurate support.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 3+ years of experience in technical support, helpdesk, or a similar customer-facing IT role.
- Strong understanding of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Excellent troubleshooting and problem-solving skills.
- Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage time effectively and work independently in a remote environment.
- Customer-focused mindset with strong empathy and patience.
- Ability to handle high-pressure situations and a demanding workload.
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0
Technical Support Engineer
95103 San Jose, California
$85000 Annually
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Job Description
Our client is a leading innovator in cloud-based software solutions and is seeking a highly skilled and customer-focused Technical Support Engineer to join their dedicated, fully remote support team. In this role, you will be the first line of defense for our clients, providing expert technical assistance and ensuring their seamless experience with our cutting-edge products. You will diagnose and resolve complex technical issues, guide users through troubleshooting steps, and contribute to the continuous improvement of our support resources.
Responsibilities:
Qualifications:
This fully remote role offers a competitive salary, comprehensive benefits, and the opportunity to be part of a fast-paced, innovative tech company. Join a team that values collaboration, continuous learning, and exceptional customer care.
Responsibilities:
- Provide timely and effective technical support to customers via email, chat, and phone, resolving software and hardware-related issues.
- Diagnose, troubleshoot, and resolve complex technical problems reported by users, demonstrating strong analytical and problem-solving skills.
- Document customer issues, troubleshooting steps, and resolutions in our ticketing system.
- Escalate unresolved issues to higher-level support teams or engineering, providing detailed information.
- Develop and maintain technical documentation, knowledge base articles, and FAQs to empower users and support agents.
- Assist in the testing of new software releases and provide feedback on potential issues.
- Guide customers through product setup, configuration, and usage, ensuring optimal performance.
- Identify trends in customer issues and provide feedback to the product development team for improvements.
- Contribute to building a positive and supportive customer experience by delivering exceptional service.
- Stay up-to-date with product updates, new features, and industry best practices.
- Participate in on-call rotations to provide 24/7 support coverage as needed.
- Collaborate with team members to share knowledge and best practices.
- Proactively identify opportunities to improve support processes and customer satisfaction.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related technical field; or equivalent practical experience.
- 2+ years of experience in a technical support or helpdesk role, preferably supporting SaaS products.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Excellent troubleshooting and problem-solving skills with a logical approach.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently and manage time effectively in a remote work environment.
- Customer-centric mindset with a passion for helping others.
- Familiarity with cloud technologies and APIs is a plus.
- Experience with scripting or programming languages is an advantage.
- Ability to multitask and handle stressful situations calmly and professionally.
This fully remote role offers a competitive salary, comprehensive benefits, and the opportunity to be part of a fast-paced, innovative tech company. Join a team that values collaboration, continuous learning, and exceptional customer care.
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1
Technical Support Lead
95113 San Jose, California
$90000 Annually
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Our client is seeking a motivated and skilled Technical Support Lead to manage their customer service and technical support operations in San Jose, California, US . This role is instrumental in ensuring timely and effective resolution of customer technical issues, maintaining high levels of customer satisfaction, and leading a team of support specialists. The ideal candidate will possess extensive experience in technical troubleshooting, customer relationship management, and team leadership within a fast-paced support environment. Responsibilities include overseeing the daily operations of the support team, developing and implementing support processes and procedures, and monitoring key performance indicators (KPIs) such as response times and resolution rates. You will be responsible for escalating complex issues, providing guidance and training to support staff, and collaborating with engineering and product teams to address recurring technical challenges. Creating and maintaining comprehensive knowledge base articles and support documentation is also a key function. The Technical Support Lead will play a critical role in gathering customer feedback and identifying areas for product or service improvement. A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. A minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role, is required. Strong understanding of networking, operating systems, and common software applications is essential. Excellent communication, problem-solving, and interpersonal skills are crucial, along with the ability to remain calm and effective under pressure. This is an exciting opportunity to lead a critical customer-facing function and contribute to the overall success of our client by ensuring exceptional technical support. Our client is dedicated to providing a supportive and collaborative work environment for its employees.
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2
Technical Support Team Lead
94043 San Jose, California
$80000 Annually
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Job Description
Our client is a fast-growing technology firm at the forefront of innovation, known for its cutting-edge software solutions. We are seeking a motivated and experienced Technical Support Team Lead to oversee our dedicated support team based in San Jose, California, US . This role is critical in ensuring exceptional technical assistance to our global customer base. You will lead a team of support engineers, manage ticket resolution, identify recurring issues, and contribute to improving support processes and customer satisfaction. The ideal candidate possesses strong technical aptitude, excellent leadership qualities, and a commitment to providing outstanding customer service.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of technical support engineers, fostering a collaborative and high-performance culture.
- Oversee daily operations of the support desk, ensuring timely and effective resolution of customer technical issues across multiple channels (phone, email, chat, ticketing system).
- Develop and implement efficient support workflows and procedures to optimize response and resolution times.
- Monitor key performance indicators (KPIs) such as first-call resolution rate, customer satisfaction scores, and average handling time.
- Identify trends and recurring technical problems, escalating critical issues to development and product management teams with detailed analysis.
- Contribute to the creation and maintenance of a comprehensive knowledge base, troubleshooting guides, and FAQs.
- Train and onboard new support team members, providing ongoing coaching and performance feedback.
- Ensure adherence to service level agreements (SLAs) and company support policies.
- Collaborate with cross-functional teams, including engineering, product, and sales, to resolve customer issues and improve product offerings.
- Manage customer escalations and ensure customer satisfaction is maintained.
- Stay up-to-date with product updates, new features, and industry best practices in technical support.
- Contribute to the continuous improvement of support tools and technologies.
- Champion a customer-centric approach throughout the support team.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, with at least 2 years in a team lead or supervisory role.
- Strong understanding of software applications, operating systems, and common IT infrastructure.
- Experience with helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow).
- Proven leadership, mentoring, and team management skills.
- Excellent problem-solving, analytical, and diagnostic abilities.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to manage multiple priorities and work effectively under pressure.
- Experience in a SaaS environment is highly desirable.
- Familiarity with scripting languages or basic programming concepts is a plus.
- ITIL Foundation certification is a plus.
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3
Technical Support Lead - SaaS
95110 San Jose, California
$90000 Annually
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Job Description
Our client, a rapidly growing Software-as-a-Service (SaaS) provider, is seeking a motivated Technical Support Lead to join their team in San Jose, California, US . This hybrid role requires an individual who can lead a team of support specialists while also being hands-on in resolving complex customer issues. You will be responsible for ensuring exceptional customer service, troubleshooting technical problems, and contributing to the continuous improvement of our support processes and product documentation. The ideal candidate has a strong technical aptitude, excellent communication skills, and a passion for helping customers succeed.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and mentor a team of technical support representatives, providing guidance and training.
- Manage the queue of incoming support requests, prioritizing and assigning tasks to the team.
- Troubleshoot and resolve complex technical issues related to our SaaS platform.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Escalate unresolved issues to engineering and product teams, ensuring timely resolution.
- Monitor support metrics and identify trends to improve service delivery and product performance.
- Collaborate with product management and development teams to provide customer feedback and advocate for product enhancements.
- Ensure a high level of customer satisfaction through prompt and effective support.
- Assist in the onboarding and training of new support staff.
- Participate in on-call rotation as needed.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in technical support or a related customer-facing IT role.
- Proven experience in a lead or supervisory role.
- Strong understanding of SaaS platforms, cloud computing, and web technologies.
- Excellent troubleshooting and problem-solving skills.
- Proficiency in ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to explain technical concepts to non-technical users.
- Experience with scripting or basic programming languages is a plus.
- Ability to work effectively in a hybrid team environment.
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4
Senior Technical Support Engineer
95101 San Jose, California
$100000 Annually
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Job Description
Our client seeks a dedicated and highly skilled Senior Technical Support Engineer to join their innovative technology company in San Jose, California, US . This role is crucial for providing advanced technical assistance to customers, troubleshooting complex issues, and contributing to product improvement through customer feedback. The ideal candidate will possess deep technical expertise in software and hardware, excellent problem-solving abilities, and a strong commitment to customer satisfaction. You will work with a variety of clients, including enterprise-level organizations, and will be expected to handle challenging technical escalations with professionalism and efficiency.
Key responsibilities include:
We require a Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support or a similar customer-facing technical role is essential. Strong expertise in operating systems (Windows, Linux, macOS), networking protocols, and scripting (e.g., Python, Bash) is required. Experience with cloud platforms (AWS, Azure, GCP) and virtualization technologies is highly desirable. Excellent analytical, problem-solving, and communication skills are critical. The ability to work under pressure and manage multiple priorities effectively is a must. This is an outstanding opportunity for a seasoned technical professional to join a leading tech company and contribute to its success.
Key responsibilities include:
- Providing Tier 3 technical support for complex software and hardware issues via phone, email, and chat.
- Diagnosing, troubleshooting, and resolving advanced technical problems for enterprise clients.
- Documenting technical solutions, creating knowledge base articles, and contributing to technical documentation.
- Collaborating with R&D and product management teams to identify and resolve product bugs and feature requests.
- Mentoring and guiding junior support engineers, sharing technical knowledge and best practices.
- Developing and delivering technical training to customers and internal teams.
- Analyzing support trends to identify systemic issues and recommend proactive solutions.
- Escalating unresolved issues to appropriate engineering teams, ensuring clear communication and follow-through.
- Participating in on-call rotation to provide 24/7 support coverage as needed.
- Maintaining high levels of customer satisfaction through timely and effective issue resolution.
We require a Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support or a similar customer-facing technical role is essential. Strong expertise in operating systems (Windows, Linux, macOS), networking protocols, and scripting (e.g., Python, Bash) is required. Experience with cloud platforms (AWS, Azure, GCP) and virtualization technologies is highly desirable. Excellent analytical, problem-solving, and communication skills are critical. The ability to work under pressure and manage multiple priorities effectively is a must. This is an outstanding opportunity for a seasoned technical professional to join a leading tech company and contribute to its success.
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5
Senior Technical Support Engineer
95101 San Jose, California
$90000 Annually
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Job Description
Our client is seeking a highly skilled Senior Technical Support Engineer to join their customer-centric team in San Jose, California, US . This role offers a hybrid work model, providing flexibility while ensuring crucial in-person collaboration. The ideal candidate will possess a deep technical understanding of complex software and hardware systems, coupled with exceptional problem-solving and communication skills to provide world-class support to our client's user base.
You will be responsible for diagnosing and resolving challenging technical issues reported by customers, often involving intricate software configurations, network connectivity problems, or hardware malfunctions. This requires a thorough understanding of system architecture, troubleshooting methodologies, and the ability to replicate customer environments. You will act as a point of escalation for complex technical problems, working closely with engineering and product development teams to identify root causes and implement effective solutions. Developing and maintaining comprehensive technical documentation, knowledge base articles, and troubleshooting guides will be essential to empower both customers and internal support staff.
Key responsibilities include providing timely and accurate technical assistance via phone, email, and chat, ensuring high levels of customer satisfaction. You will also be involved in customer training sessions, onboarding new clients, and proactively identifying trends in customer issues to provide feedback for product improvements. Contributing to the continuous enhancement of support processes and tools, and mentoring junior support engineers will also be part of your role. A proactive approach to identifying and resolving potential issues before they impact customers is highly valued. You must be adept at translating complex technical jargon into clear, understandable language for users with varying levels of technical expertise.
Qualifications include a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, systems administration, or a related IT role is required. Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications is mandatory. Experience with cloud platforms (AWS, Azure, GCP) and scripting languages (e.g., Python, Bash) is a significant advantage. Excellent analytical, problem-solving, and customer service skills are essential, along with strong written and verbal communication abilities.
You will be responsible for diagnosing and resolving challenging technical issues reported by customers, often involving intricate software configurations, network connectivity problems, or hardware malfunctions. This requires a thorough understanding of system architecture, troubleshooting methodologies, and the ability to replicate customer environments. You will act as a point of escalation for complex technical problems, working closely with engineering and product development teams to identify root causes and implement effective solutions. Developing and maintaining comprehensive technical documentation, knowledge base articles, and troubleshooting guides will be essential to empower both customers and internal support staff.
Key responsibilities include providing timely and accurate technical assistance via phone, email, and chat, ensuring high levels of customer satisfaction. You will also be involved in customer training sessions, onboarding new clients, and proactively identifying trends in customer issues to provide feedback for product improvements. Contributing to the continuous enhancement of support processes and tools, and mentoring junior support engineers will also be part of your role. A proactive approach to identifying and resolving potential issues before they impact customers is highly valued. You must be adept at translating complex technical jargon into clear, understandable language for users with varying levels of technical expertise.
Qualifications include a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, systems administration, or a related IT role is required. Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications is mandatory. Experience with cloud platforms (AWS, Azure, GCP) and scripting languages (e.g., Python, Bash) is a significant advantage. Excellent analytical, problem-solving, and customer service skills are essential, along with strong written and verbal communication abilities.
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6
Senior Technical Support Specialist
95101 San Jose, California
$85000 Annually
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Job Description
Our client, a rapidly growing software company specializing in enterprise solutions, is looking for a highly skilled Senior Technical Support Specialist to join their dedicated team in **San Jose, California, US**. This role is crucial for providing exceptional technical assistance to our valued clients, ensuring seamless operation of our complex software suites. You will be a key point of contact for troubleshooting intricate technical issues, guiding users through resolutions, and contributing to the continuous improvement of our support processes and documentation.
Responsibilities:
Responsibilities:
- Provide advanced technical support for complex software applications via phone, email, and remote sessions.
- Diagnose, troubleshoot, and resolve technical issues reported by clients, including software bugs, configuration problems, and integration challenges.
- Escalate unresolved issues to the appropriate internal teams (e.g., Development, QA) with detailed documentation and clear problem descriptions.
- Create and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
- Assist in the development and delivery of training materials for clients and junior support staff.
- Monitor system performance and identify potential issues before they impact clients.
- Collaborate with product management and engineering teams to identify trends, provide feedback, and influence product improvements based on client issues.
- Manage client relationships, ensuring satisfaction and timely resolution of their technical needs.
- Contribute to the improvement of support processes, tools, and workflows.
- Mentor and guide junior technical support team members.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 5 years of experience in a technical support or helpdesk role, preferably supporting complex enterprise software.
- Proficiency in diagnosing and troubleshooting operating systems (Windows, macOS, Linux) and network protocols.
- Experience with scripting languages (e.g., Python, Bash) for automation and troubleshooting is highly desirable.
- Strong understanding of database technologies (SQL) and cloud platforms (AWS, Azure).
- Excellent analytical, problem-solving, and critical-thinking skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Proven ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Experience with ticketing systems (e.g., Jira, Zendesk) and remote support tools.
- A customer-centric mindset with a passion for delivering outstanding service.
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7
Senior Technical Support Engineer
94101 San Jose, California
$90000 Annually
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Job Description
Our client is looking for a highly experienced Senior Technical Support Engineer to join their fully remote customer service and helpdesk team. This role is critical in providing advanced technical assistance and resolution to complex customer issues, ensuring a high level of customer satisfaction. You will serve as a subject matter expert, handling escalated tickets and troubleshooting challenging technical problems across our product suite. The ideal candidate will possess deep knowledge of our software and hardware, strong analytical and diagnostic skills, and the ability to communicate technical information clearly and concisely to both technical and non-technical users. Responsibilities include diagnosing and resolving software defects, guiding customers through complex configurations, providing in-depth product training, and documenting solutions for the knowledge base. You will also contribute to the improvement of support processes and tools, and mentor junior support engineers. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. As a remote-first organization, excellent communication, collaboration, and time management skills are paramount. You must be self-motivated, proactive, and able to work independently while being an integral part of a supportive team. This is an outstanding opportunity to leverage your technical expertise, contribute to customer success, and grow your career in a flexible, remote work environment with a competitive salary and benefits.
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8
Senior Technical Support Engineer
95123 San Jose, California
$95000 Annually
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Job Description
Our client is seeking a highly skilled and motivated Senior Technical Support Engineer to join their dynamic team in San Jose, California, US . This role is pivotal in ensuring exceptional customer satisfaction by providing advanced technical assistance and problem resolution. The ideal candidate will possess a deep understanding of complex software systems and hardware configurations, coupled with a passion for delivering outstanding support. You will be responsible for troubleshooting intricate technical issues, diagnosing root causes, and implementing effective solutions. This includes guiding customers through complex troubleshooting steps, escalating critical issues to engineering teams when necessary, and documenting solutions for internal and external knowledge bases. A key aspect of this role involves collaborating closely with product development and quality assurance teams to identify recurring issues and contribute to product improvements. You will also be involved in creating and updating technical documentation, user guides, and FAQs to empower customers and fellow support staff. Proactive engagement with customers through various channels, including phone, email, and chat, is essential. We are looking for someone who can not only resolve immediate problems but also anticipate future needs and provide proactive guidance. The role demands excellent communication skills, the ability to explain technical concepts clearly to both technical and non-technical audiences, and a strong sense of ownership and accountability. Successful candidates will thrive in a fast-paced environment, manage multiple priorities effectively, and maintain a high level of professionalism under pressure.
Key Responsibilities:
Key Responsibilities:
- Provide Tier 2 and Tier 3 technical support for sophisticated software and hardware products.
- Diagnose, troubleshoot, and resolve complex customer issues, ensuring timely and effective solutions.
- Escalate unresolved issues to appropriate engineering teams with detailed problem analysis.
- Develop and maintain technical documentation, knowledge base articles, and support guides.
- Collaborate with cross-functional teams to improve product stability and user experience.
- Identify trends in customer issues and provide feedback for product enhancements.
- Mentor junior support staff and contribute to team development.
- Manage customer expectations and ensure satisfaction throughout the support process.
- Participate in on-call rotation as needed.
- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing technical role.
- Proficiency in diagnosing and resolving issues related to operating systems (Windows, macOS, Linux), networking protocols, and cloud-based applications.
- Strong understanding of software development lifecycles and troubleshooting methodologies.
- Excellent analytical and problem-solving skills with a meticulous attention to detail.
- Exceptional verbal and written communication skills.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
- Ability to work independently and as part of a team in a dynamic environment.
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