134 Technical Support jobs in Wheaton Glenmont

**Why UKG:**
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.
**About the Team:**
We are looking for the next member of our outstanding customer support team! Technical Support Technicians are responsible for supporting our customers at the highest level. You will build long-term relationships with our customers by acting as an advocate for them. The Technical Support Technician will not only respond to incoming inquiries but will also communicate tailored responses based on the customer's specific setups and needs. You will ensure our customers' success on our platform.
**About the Role:**
You will form relationships and build trust with customers. When working with a customer, you can gather the right information from them to provide complete solutions for their needs. You relay issues and requests to the development team when necessary. This role requires you to be technically minded, organized, naturally curious, and efficient in how you approach your daily workload. You'll understand that SaaS businesses sell a service, not just a product and look for every opportunity to delight customers and users.
**Responsibilities:**
+ Demonstrate the value of UKG to our customers every day by providing amazing customer support
+ Build & strengthen customer relationships, including identifying upsell opportunities
+ Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
+ Manage incoming calls and emails and handle all necessary follow-up
+ Respond to a variety of technical and non-technical inquiries with a sense of urgency
+ Enable features for clients on request and periodically assist with data management tasks and data uploads on behalf of customers
+ Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
+ Create and maintain articles or videos for common issues
+ Monitor user behaviors to identify and address potential concerns before they escalate
+ Act as a bridge between customers and product teams to advocate for user needs and drive product enhancements
+ Develop and maintain strong relationships with colleagues and customers to ensure maximum satisfaction and retention levels
+ Participate in customer support standby rotations outside of regular business hours
+ Become an expert in the features and benefits of the platform
+ Provide detailed training to our customers on how to perform various functions on both platforms both verbally and in writing
**Basic Qualifications:**
+ 3+ years of software technical support experience in a customer support role
+ Experience with tools like Salesforce, or similar ticketing systems
**Preferred Qualifications::**
+ Excellent verbal and written communication skills
+ Must be personable and enjoy working with people in an entirely customer-facing role
+ Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
+ Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
+ Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues
+ Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
+ Tech-savvy with a strong ability to quickly learn software
+ Ability to review customer data to identify trends and recommend improvements
+ Experience with MS Office and multiple internet browsers
+ Comfortable working in a remote environment with video-conferencing tools
+ Experience in the Workforce Management domain preferred
+ Familiarity with the SDLC, Java and/or SQL preferred
**Company Overview:**
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster ( participates in E-Verify. View the E-Verify posters here ( .
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email .
The pay range for this position is $51,600 to $0,000 ( 24.80 per hour to 33.65 per hour), however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

**Kadiak, LLC,** a Koniag Government Company is seeking a Technical Support Specialist III with Top-Secret clearance to support Kadiak and our government customer in Washington, DC.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
**Essential Functions, Responsibilities & Duties may include, but are not limited to:**
+ Manage user roles, access permissions, and system settings within the CLC 360 Reference Application.
+ Serve as the primary technical contact for end users, resolving issues or escalating them to development teams as needed
+ Monitor support channels (e.g., Teams, email, ticketing systems) and ensure timely responses to user inquiries
+ Conduct regular data audits to maintain the accuracy and integrity of system records
+ Track system usage and gather user feedback to recommend enhancements and process improvements
+ Assist end users with minor IT issues, such as basic troubleshooting, software installations, and peripheral device support
+ Provide support to other IT staff members, helping resolve minor to mid-level technical problems across systems and applications
+ Assist with documenting IT support procedures and best practices to improve team knowledge sharing
+ Develop and maintain user guides, training materials, system documentation, and knowledge base articles
+ Lead onboarding sessions and provide live or recorded training for various user groups, including HR staff, administrators, and leadership
**Requirements:**
+ Bachelor's degree or Graduate degree in any field
+ State Department experience preferred
+ Able to be available for overseas travel
+ Able to work effectively with high-ranking officials of the State Department, other government agencies, and foreign governments
+ Have a strong understanding of the paper process at the State Department and other State Department procedures, such as travel planning and execution
+ Be able to communicate effectively both verbally and in writing
+ Top-Secret Clearance required
**Our Equal Employment Opportunity Policy**
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling to request accommodations.
_Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit_ _ _._
**_Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_**
**Job Details**
**Job Family** **Client Techncial Support and Training**
**Job Function** **Technical IT Support Specialist**
**Pay Type** **Salary**

Technical Support Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: Top Secret
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
* * *
**The Opportunity:**
CACI is seeking a Technical Support Lead to join our team in Chantilly, Virginia, supporting a large Department of Defense (DoD) program. This role is based on-site at the Program Management Office (PMO) and requires a full-time, Monday-Friday presence.
As the Technical Support Lead, you will oversee a team of 4-10 Technical Support Specialists, providing daily direction, guidance, and mentorship while ensuring the delivery of high-quality IT support services. The selected candidate will receive initial training on proprietary US Government IT systems and assets used on the program. Candidates with an active Top Secret clearance are strongly preferred; however, highly qualified applicants without a clearance may be considered for clearance sponsorship.
**Responsibilities:**
+ Become fluent with all program IT systems and stakeholders.
+ Supervise, mentor, and coordinate the daily work of 4-10 Technical Support Specialists.
+ Ensure consistent, high-quality IT support for end users in a secure DoD environment.
+ Manage workload distribution, set priorities, and track performance of team members.
+ Serve as the primary point of escalation for complex or unresolved technical issues.
+ Oversee training and onboarding of new specialists, including instruction on proprietary IT systems.
+ Provide hands-on technical support for COTS products (e.g., Microsoft Office) and standard desktop/laptop troubleshooting as needed.
+ Collaborate closely with program leadership and the PMO to align support services with mission needs.
+ Develop and maintain accurate documentation, reports, and metrics related to support activities.
+ Foster a customer-focused environment that emphasizes professionalism and responsiveness.
**Qualifications:**
_Required:_
+ Education: High school diploma or equivalent required; Associate's degree in IT or related field preferred.
+ Clearance: Active Top Secret preferred; sponsorship considered for exceptional candidates.
+ At least 4-6 years of relevant IT support experience, with 2+ years in a lead, supervisory, or senior technical support role.
+ Demonstrated experience managing or mentoring a team in a technical support environment.
+ Strong knowledge of troubleshooting methods, Microsoft Office, and common IT support tools.
+ Proven ability to set priorities, manage workloads, and resolve escalated issues.
+ Excellent leadership, communication, and interpersonal skills with the ability to engage effectively with both technical staff and senior government personnel.
+ Ability to adapt quickly to proprietary IT systems and train others.
_Desired:_
+ Active Top Secret Clearance
This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.
**___**
**What You Can Expect:**
**A culture of integrity.**
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
**An environment of trust.**
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
**A focus on continuous growth.**
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
**Your potential is limitless.** So is ours.
Learn more about CACI here. ( Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .
The proposed salary range for this position is:
$84,900 - $178,400
_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._

Our client is seeking a knowledgeable and empathetic Technical Support Specialist to provide exceptional assistance to users in Washington, D.C., US . This role is crucial for ensuring smooth operations and high customer satisfaction by resolving technical issues efficiently and effectively. You will be the first point of contact for users experiencing hardware, software, or network problems. The ideal candidate possesses strong troubleshooting skills, excellent communication abilities, and a passion for helping others navigate technical challenges. This position offers a blend of remote work and in-office collaboration, providing flexibility while maintaining team synergy.

Key Responsibilities:

• Respond to user inquiries via phone, email, chat, or ticketing system regarding technical issues.
• Diagnose and resolve complex hardware, software, and network problems.
• Guide users through step-by-step solutions to common technical issues.
• Escalate unresolved issues to appropriate support teams or specialists.
• Document all support interactions, issues, and resolutions accurately in the ticketing system.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Install, configure, and troubleshoot computer hardware, software, and peripherals.
• Provide training and guidance to end-users on software and system usage.
• Monitor system performance and proactively identify potential issues.
• Contribute to the continuous improvement of support processes and tools.
• Ensure adherence to service level agreements (SLAs) for response and resolution times.
• Assist with user account management, including creation, modification, and deletion.
• Participate in team meetings and knowledge-sharing sessions.
• Stay current with the latest technology trends and support best practices.
• Assist with IT asset management and inventory.

Qualifications:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3 years of experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS, Linux).
• Proficiency in troubleshooting common hardware and software issues.
• Experience with networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and analytical skills.
• Exceptional customer service and interpersonal skills.
• Ability to communicate technical information clearly to non-technical users.
• Familiarity with ITIL best practices is a plus.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is highly desirable.
• Certifications like CompTIA A+, Network+, or Microsoft Certified Professional are beneficial.

This role requires a proactive individual who can manage multiple tasks efficiently and maintain a high level of professionalism under pressure.

Our client is looking for a dedicated and knowledgeable Technical Support Specialist to provide exceptional customer service and technical assistance. This role is crucial in resolving hardware, software, and network issues for users, ensuring minimal disruption to their productivity. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a patient demeanor. This position offers a hybrid work arrangement, allowing for a balance between remote work flexibility and in-office collaboration. You will be the first point of contact for technical issues, guiding users through troubleshooting steps and escalating complex problems when necessary.

Responsibilities:

• Respond to user-submitted tickets and service requests in a timely and efficient manner.
• Diagnose and resolve technical issues related to computer hardware, software applications, operating systems, and network connectivity.
• Provide end-user support via phone, email, instant messaging, and remote desktop tools.
• Install, configure, and maintain computer hardware and software.
• Assist with user account management, including creation, modification, and deletion.
• Document technical solutions and troubleshooting steps in a knowledge base.
• Escalate unresolved issues to appropriate IT personnel or third-party vendors.
• Perform routine system maintenance and updates.
• Educate users on basic computer and software usage.
• Contribute to the continuous improvement of IT support processes and services.
• Participate in IT projects as needed.
• Maintain a high level of customer satisfaction through professional and courteous service.

Required Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 2-3 years of experience in technical support or IT helpdesk roles.
• Proficiency in troubleshooting Windows and macOS operating systems.
• Familiarity with common business software applications (e.g., Microsoft Office Suite, G Suite).
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Customer-focused attitude with a passion for helping others.
• Ability to work effectively in a hybrid environment.

This role provides a fantastic opportunity to grow your technical expertise and contribute to the smooth functioning of our client's IT operations. You'll be part of a supportive team dedicated to providing top-tier technical assistance. Join us in the heart of Washington, D.C., US , and help shape our user support experience.

Linux Technical Support Analyst
**Req number:**
R6488
**Employment type:**
Full time
**Worksite flexibility:**
Remote
**Who we are**
CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
**Job Summary**
As the Linux Technical Support Analyst, you will be responsible for resolving technical issues within Linux servers and mission-critical systems, ensuring smooth operation and minimizing downtime.
**Job Description**
We are looking for a **Linux Technical Support Analyst** to provide technical expertise and support for Linux-based systems and applications. **This position will be full-time, long-term contract, and remote.**
**The schedule for this position will be either 8 AM to 4:30 PM EST Thursday through Monday or 12 AM to 8:30 AM EST Sunday through Thursday.**
**_Only work authorizations that will not require sponsorship now or in the future will be considered._**
**What You'll Do**
+ Resolve process, application, and software issues within Linux servers, databases, and other mission-critical systems
+ Communicate/escalate application-related problems and issues to key stakeholders including management, development teams, end users, and unit leaders
+ Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
+ Write technical procedures and documentation for the applications including operations and user guides
+ Perform routine maintenance and updates on applications and servers
+ Use knowledge and judgment to diagnose issues and problems as they are reported into L3 and resolve these issues as quickly and efficiently as possible
+ Ensure that the L3 mailbox is routinely monitored and that all inquiries and requests are resolved
+ Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems
**What You'll Need**
Required:
+ Bachelor's or Associate's Degree in Information Technology or equivalent combination of education and experience
+ Unix and Linux Command Line experience/knowledge - must be comfortable running basic commands
+ Knowledge of databases (SQL Server)
Preferred:
+ Exposure to C/C++ Scripting and automation
+ Ability to prioritize work
+ Excellent analytical and problem-solving skills
+ Exhibit punctuality and communicate effectively
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
**Reasonable accommodation statement**
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.
$2 - 25 per hour
The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.

At DDC we provide public affairs solutions that enable our clients to identify, manage and communicate with their political assets and advocates. Through our unique blend of professional services and technology solutions, we establish rich connections with targeted audiences and empower our clients to build the relationships necessary to win on their public policy campaigns.
**About the role:**
As a **Technical Support Specialist** , you will support our user community and their usage of our proprietary software and web-based applications. We are looking for a Contractor that will take on the initial customer inquiry, interacts with our users directly and provides troubleshooting, triage, and technical support to our customers. You will be responsible for supporting all clients' technical needs and issue resolution. Sound technical understanding and applied knowledge of DDC's front-end applications, packaged solutions and associated processes will be leveraged into meeting the responsibilities outlined below, with the goal of providing exemplary support to the client's operational needs.
**What you'll be doing:**
+ Primary telephone, email and ticketing technical support response for customers and internal resources.
+ Conducts initial triage and troubleshooting to confirm and help resolve technical issues with proprietary applications and escalates appropriate cases as necessary.
+ Provides customer guidance and training on use and functionality of various services and applications provided by the company.
+ Create and troubleshoot client email communications and web-based content using HTML and various HTML and graphic editors.
+ Track all telephone and email cases in CRM database.
+ Keeps customers informed of their open tickets.
**About you:**
+ Someone with a positive attitude, enthusiastic about technology and imaginative in their approach
+ Excellent problem solving and analytical skills with high attention to details and good follow-through
+ Knowledge of web-based technologies; including but not isolated to understanding web-based technologies, relational databases, and content management systems.
+ Ability to multi-task and prioritize in a very fluid and changing environment
+ Customer focused and dedicated to delivering Service Excellence.
+ Excellent communication skills (both verbal and written)
+ A qualified candidate would be self-motivated, a good communicator, eager to learn, interpersonal, tech savvy, multi-tasker, adaptable, able to meet deadlines, a problem-solver, and possess exceptional time management skills.
+ Excellent problem-solving skills with high attention to detail and strong follow-through.
+ Customer focused and dedicated to delivering technical, strategy-based business solutions
**Additional Details:**
+ Employment type: Contractor
+ Hourly salary: $30/hr.
+ Term: Through December 31, 2025 with the possibility to extend the agreement or convert to a full-time position, depending on the Contractor's performance and the needs of the Company at that time.
+ Benefits (Medical, Dental, Vision) available upon full-time conversion.
Salary is based on a range of factors that include relevant experience, knowledge, skills, and other job-related qualifications. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. Employees from diverse or underrepresented backgrounds are encouraged to apply.
DDC Public Affairs is part of the Omnicom Public Relations Group, a division of Omnicom Group Inc. and is committed to equal employment opportunity and affirmative action. DDC Public Affairs does not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sex, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where DDC Public Affairs does business. Our policy is to employ, advance, and reasonably accommodate all qualified employees and applicants. Any person who feels that he or she has been subjected to discrimination should immediately report the matter to Talent Development or to a supervisor.
Any reported incident will be investigated. Retaliation against an employee or applicant who makes a good-faith claim of discrimination is prohibited. Employees and applicants may bring good-faith complaints, ask questions, and raise concerns without fear of reprisal or retaliation.

Our client is seeking a highly skilled and experienced Senior Technical Support Specialist to join their dedicated customer service and helpdesk team. This is a fully remote position, enabling you to provide exceptional technical assistance from the comfort of your home office anywhere in the United States. The ideal candidate will possess a deep understanding of hardware, software, and network troubleshooting, coupled with outstanding communication and problem-solving skills. You will be the first point of contact for complex technical issues, guiding users through step-by-step solutions and ensuring swift resolution. This role demands patience, empathy, and a commitment to delivering world-class customer support.

Key responsibilities include:

• Providing advanced technical support to end-users via phone, email, and chat for hardware, software, and network-related issues.
• Diagnosing and resolving complex technical problems, escalating issues to appropriate teams when necessary.
• Documenting all support requests, troubleshooting steps, and resolutions in the ticketing system.
• Developing and maintaining technical documentation, knowledge base articles, and FAQs.
• Mentoring and guiding junior support staff, sharing knowledge and best practices.
• Identifying recurring technical issues and proposing long-term solutions or workarounds.
• Assisting with system administration tasks, including user account management and software deployment.
• Participating in the evaluation and implementation of new support tools and technologies.
• Conducting remote training sessions for users on software and hardware usage.
• Ensuring customer satisfaction by providing timely, accurate, and professional support.

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, helpdesk, or IT support roles.
• Proven expertise in troubleshooting Windows and macOS operating systems, common business applications (e.g., Microsoft Office Suite, G Suite), and network connectivity.
• Familiarity with cloud-based services (e.g., Office 365, Google Workspace) and mobile device support.
• Excellent analytical and problem-solving skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to remain calm and professional under pressure.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Strong understanding of ITIL best practices is a plus.
• Self-motivated and able to work effectively in a remote, independent environment.

This is a fantastic opportunity to advance your career in technical support within a collaborative and supportive remote setting. Make a difference by helping users overcome their technical challenges.

Our client is seeking a seasoned Senior Technical Support Engineer to provide expert-level assistance to their customer base. This role is primarily remote, with occasional travel to our main office in Washington, D.C., US . You will be a critical part of the customer success team, resolving complex technical issues and ensuring a positive customer experience.

Responsibilities:

• Provide advanced technical support for software products and services via phone, email, and chat.
• Troubleshoot, diagnose, and resolve complex technical issues for enterprise clients.
• Escalate unresolved issues to appropriate engineering teams and follow through to resolution.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Train and mentor junior support staff on product functionality and troubleshooting techniques.
• Analyze support trends and identify recurring issues, providing feedback to product development teams.
• Manage customer relationships, ensuring timely and effective communication.
• Contribute to the improvement of support processes and tools.
• Participate in product testing and provide feedback on new releases.
• Ensure high levels of customer satisfaction through proactive and efficient support.

Qualifications:

• 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 or a similar customer-facing IT role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience troubleshooting databases, APIs, or cloud-based platforms is a plus.
• Excellent problem-solving, analytical, and diagnostic skills.
• Strong 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).
• Ability to work independently and manage time effectively in a remote environment.
• Customer-focused mindset with a passion for helping users succeed.
• Availability for occasional on-site meetings or client visits.

This is an excellent opportunity for a dedicated support professional to advance their career and make a significant impact. If you excel at solving complex technical challenges and are passionate about customer service, we encourage you to apply. Join our supportive team and help deliver exceptional technical support from Washington, D.C., US .