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Senior Technical Support Associate Jobs in California

McKay Brothers

Senior Technical Support

Oakland, CA · On-site

$90/hr

Senior Technical support for staff desktop and technology needs * Responding to staff requests for support and delegating as necessary * Enterprise Software Admin - Research and Configure Settings ...

McKay Brothers

Senior Technical Support

Oakland, CA · On-site

$90K - $115K/yr

Senior Technical support for staff desktop and technology needs * Responding to staff requests for support and delegating as necessary * Enterprise Software Admin - Research and Configure Settings ...

Blue Dot Safe

Technical Support Associate

Pomona, CA · On-site

$21 - $24/hr

Provide technical support to customers and field technicians via phone and email * Diagnose and troubleshoot hardware, software, and connectivity issues * Create, update, and manage service calls ...

Verkada

Senior Technical Support Engineer

San Mateo, CA · On-site

About the Role Verkada is seeking a Senior Technical Support Engineer to join our elite team of engineers serving our growing base of enterprise customers. This high-impact role centers on owning and ...

Verkada

Senior Technical Support Engineer

San Mateo, CA · On-site

About the Role Verkada is seeking a Senior Technical Support Engineer to join our elite team of engineers serving our growing base of enterprise customers. This high-impact role centers on owning and ...

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Senior Technical Support Associate information

What does a senior technical support associate do?

A Senior Technical Support Associate is responsible for assisting customers with complex technical issues, troubleshooting software or hardware problems, and providing advanced solutions. They often handle escalated support cases that require in-depth knowledge and experience. In addition to direct customer support, they may also mentor junior team members, document solutions, and contribute to improving support processes. Their role is crucial in ensuring customer satisfaction and maintaining the smooth operation of technical products or services.

What are the key skills and qualifications needed to thrive as a senior technical support associate?

To thrive as a Senior Technical Support Associate, you need advanced troubleshooting skills, in-depth knowledge of hardware and software systems, and experience in customer support, typically backed by a relevant degree or certifications like CompTIA A+ or ITIL. Familiarity with ticketing systems (such as Zendesk, ServiceNow), remote desktop tools, and knowledge base platforms is essential. Strong communication, patience, and problem-solving abilities help you effectively handle escalated issues and guide junior team members. These skills are vital for delivering high-quality technical support, ensuring customer satisfaction, and maintaining efficient IT operations.

How does a senior technical support associate typically collaborate with other teams to resolve complex technical issues?

Senior Technical Support Associates often serve as a bridge between customers, product engineering, and development teams. When faced with complex or escalated issues, they coordinate with internal experts to gather insights, replicate problems, and develop solutions. This role requires strong communication skills to clearly document issues, relay updates, and ensure that both customers and cross-functional teams are aligned throughout the resolution process. Collaboration is key, as it speeds up troubleshooting and helps improve the overall customer experience.

What is the difference between Senior Technical Support Associate vs Technical Support Associate?

AspectSenior Technical Support AssociateTechnical Support Associate
Required CredentialsTypically requires 3+ years experience, relevant certifications (e.g., CompTIA, Microsoft)Entry to 2 years experience, basic certifications often sufficient
Work EnvironmentAdvanced support, troubleshooting complex issues, mentoring junior staffBasic support, handling common customer inquiries and issues
Employer & Industry UsageUsed in tech companies, IT departments, customer support centersCommon in similar environments, often entry-level roles

The main difference between a Senior Technical Support Associate and a Technical Support Associate lies in experience, complexity of support tasks, and responsibilities. Senior roles involve troubleshooting more complex issues, mentoring, and often require more certifications and years of experience. Technical Support Associates typically handle routine customer inquiries and basic troubleshooting, making the senior position more advanced and specialized.

What is a senior technical support associate job description?

A senior technical support associate provides advanced technical assistance to customers or internal teams, troubleshooting hardware, software, and network issues. They often diagnose complex problems, document solutions, and may mentor junior staff, using tools like ticketing systems and remote support software. Strong communication skills and technical certifications are typically required for this role.

What are the most commonly searched types of Senior Technical Support jobs in California?

The most popular types of Senior Technical Support jobs in California are:

What cities in California are hiring for Senior Technical Support Associate jobs?

Cities in California with the most Senior Technical Support Associate job openings:

Senior Technical Support

Oakland, CA • On-site

McKay Brothers
Telecommunications • 51 - 200 employees
Learn more about McKay Brothersexternal

$90/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 26 days ago

Key responsibilities

  • Provide senior technical support for staff desktop and technology needs.

  • Respond to staff support requests, delegate tasks, and track efforts through the ticketing system.

  • Install hardware, operating systems, and software on desktops, and set up network connections.

Job description

The McKay Group is a global leader in low-latency market data and network connectivity, operating at the intersection of high-frequency finance and cutting-edge technology.

We have an immediate opening for a Senior Technical Support position at the US headquarters in Oakland, California. This is a full-time onsite position and will report directly to the IT/Facilities Manager.

Responsibilities include, but are not limited to:

  • Senior Technical support for staff desktop and technology needs

    • Responding to staff requests for support and delegating as necessary

  • Enterprise Software Admin - Research and Configure Settings for productivity software

  • Using AI tools such as Claude, ChatGPT, and Gemini including API calls in administrative tasks and scripting. 

  • Installing new hardware components for desktops

  • Installing operating systems and software in the desktop

  • Setting up network connections to desktops

  • Maintaining support documentation and training

  • Training, debugging, and support use of productivity software - this includes Cloud based Enterprise and individual client level software

  • Track efforts through our ticketing system (Jira) - including ticket creation, follow-up, document, and closing completed tasks

  • Remote field operations support

  • Facilities management (moves, desks, chairs, power, etc.) - this function of the role will require

  • Physical demands including bending, squatting and lifting up to 50 pounds

 Minimum qualifications include:

  • 4-year degree and/or 6+ years experience. 

    • That experience can be in hardware, OS, Cloud, AI. Experience across all of those areas is preferred.

    •  We are looking for someone with a well structured approach to solving technical issues 

  • Prior experience in desktop support role and/or Microsoft certification

    • Windows, Apple, Android, and Linux (limited) operating systems are used.

    • Expectation is you have enough experience in one, or more, OS to learn the others quickly.

  • Prior experience in cloud administrative interfaces and settings:

    • Google, Microsoft, and other cloud environments are used. 

  • Capable of using AI and scripting for administrative tasks. 

  • Experience with Jira or other ticketing system

  • Ability to manage and prioritize responsibilities in a fast-paced environment

  • Self-starting mindset toward all duties

  • Systematic problem-solving approach and excellent communication skills

Employees will be required to complete a probationary period.  

Compensation & Benefits:

The Oakland, CA base salary range for this full-time non-exempt position is $90-115k. Our salary ranges are determined by role, career level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

The Company provides a comprehensive benefits package including:  generous medical, dental & vision policies; 401(k) plan, currently with a company match; paid vacation; life insurance; AD&D; commuter benefits; and EAP. 

About McKay Brothers and Quincy Data

McKay Brothers and Quincy Data are the leading global providers of ultra-low latency wireless infrastructure and market data technology. The companies serve the most sophisticated and successful trading firms active in the global financial markets. McKay disrupted financial trading when it launched its first US wireless network in 2012. The companies' service portfolio and geographic footprint have each grown steadily, and now extend to major financial centers across North America, Europe, and Asia. Most of McKay and Quincy's services deliver the lowest latency available.  Importantly to the health of financial markets, we offer the best latency for any of our services on a level playing field basis to all clients.  Learn more at  www.mckay-brothers.com and www.quincy-data.com 

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