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SONA

Technical Support Engineer

Austin, TX · On-site +1

$70K - $85K/yr

Technical Support Engineer In The Us As our Technical Support Engineer in the US, you'll be the ... You'll also have the opportunity to support customers through configuration, data uploads, and UAT ...

NICE Actimize

Technical Support Engineer

Hoboken, NJ · On-site

Technical Support Engineer At NiCE, we don't limit our challenges. We challenge our limits. Always ... We are seeking a skilled, adaptable, and customer-focused Support Engineer to join the NiCE Public ...

Foundever

$19/hr

Technical Customer Support Representative Join our dynamic team at Foundever, where every interaction is an opportunity to make a difference! Location Requirements: Must live within the commuting ...

Hire Up

Customer Support Engineer

Lewisville, TX · On-site

$45.67/hr

Serve as a technical point of contact for customers and internal teams via phone and email * Answer application and product questions related to RF hardware and system configurations * Support sales ...

NICE

Technical Support Engineer

Hoboken, NJ

We are seeking a skilled, adaptable, and customer-focused Support Engineer to join the NiCE Public ... The ideal candidate is a self-motivated problem solver with strong technical expertise, excellent ...

ettain group

Customer Support Engineer

Richardson, TX · On-site

Company Description Launch your Technical Support Engineer career with a great opportunity with one ... customer support engineers, sales engineers, consulting engineers, and internal engineering ...

VAST Data

Customer Support Engineer

Raleigh, NC · On-site

Summary As a Customer Support Engineering team you will be regarded as a VAST Data technical expert and, as such, you will be involved in daily technical operations and escalations. You will be a ...

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How much do technical customer support engineer jobs pay per year?

As of Jun 4, 2026, the average yearly pay for technical customer support engineer in the United States is $79,032.00, according to ZipRecruiter salary data. Most workers in this role earn between $58,000.00 and $98,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Technical Customer Support Engineer, and why are they important?

To thrive as a Technical Customer Support Engineer, you need strong problem-solving abilities, technical troubleshooting skills, and a background in IT or computer science, often supported by relevant certifications like CompTIA or Microsoft. Familiarity with ticketing systems (e.g., Zendesk, Jira), remote diagnostic tools, and CRM platforms is commonly required. Outstanding communication, patience, and a customer-focused mindset are essential soft skills for success in this role. These competencies ensure efficient resolution of technical issues, high customer satisfaction, and effective collaboration with internal teams.

What are some common challenges Technical Customer Support Engineers face when troubleshooting customer issues remotely?

Technical Customer Support Engineers often encounter challenges such as diagnosing complex issues without direct access to the customer's environment, navigating varied technical skill levels among customers, and managing multiple cases with competing priorities. Effective communication is key, as conveying technical solutions clearly to non-technical users is often required. Additionally, staying up-to-date with frequent product updates and new technologies helps ensure prompt and accurate support.

What does a Technical Customer Support Engineer do?

A Technical Customer Support Engineer provides assistance to customers by troubleshooting and resolving technical issues related to a company's products or services. They work closely with clients via phone, email, or chat, diagnose problems, and offer solutions or escalate complex issues to higher-level engineering teams. Their role also involves documenting support cases, guiding users through technical processes, and ensuring customer satisfaction. Strong communication skills and technical expertise are essential for this position.
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Technical Customer Support Engineer jobs near you
Technical Support Engineer

Technical Support Engineer

SONA

Austin, TX • On-site, Remote

$70K - $85K/yr

Other

Medical, Retirement

This job post has expired today. Applications are no longer accepted.

Job description

Technical Support Engineer In The Us

As our Technical Support Engineer in the US, you'll be the first support team member on the ground in the region - working closely with our UK-based support team and our Austin-based Solutions Architect and Project Manager to ensure our US customers receive the highest level of service.

This is a role with real variety. Day to day, you'll own technical support across email and live chat, troubleshoot complex product issues, and act as the bridge between our customers and our development team. You'll also have the opportunity to support customers through configuration, data uploads, and UAT during their pre-launch period - getting hands-on with the product at a deeper level and helping customers go live successfully.

Being first in a region means you'll shape how support runs here. That's genuinely exciting if you're someone who wants to build, not just execute - and who's energised by the autonomy that comes with owning something from the ground up. You'll be working across time zones with a UK team that's invested in your success, alongside Austin-based colleagues in our go-to-market team, with real visibility into the product and the customer base.

Responsibilities:

  • Provide technical support to US customers via email and live chat, troubleshooting and diagnosing complex software issues and escalating to developers where needed
  • Support customers through configuration, data uploads, and pre-launch UAT
  • Act as subject matter expert on Sona's products, providing guidance to customers and internal teams
  • Build and maintain intuitive support flows and keep the knowledge base updated as the product evolves
  • Feed customer insights and feedback to the Product team to help us build a better product
  • Help shape and document how support runs in the US as we grow the team around you

Requirements:

  • 3-5+ years in a technical customer-facing role - Customer Support, Technical Support, Customer Enablement, or similar - ideally in a B2B SaaS environment
  • High AI proficiency: you actively use AI tools in your work and are genuinely curious about how they can improve operations and workflows
  • Strong communicator - you can break down complex technical issues for non-technical audiences and collaborate clearly across internal teams
  • Experience working cross-functionally, ideally in a customer, post-sales, or professional services environment
  • Based in Austin, TX and able to travel to our Austin office a few days a week
  • Comfortable operating with autonomy in an environment that's still being built - you find this exciting, not unsettling

Bonus: experience in Workforce Management, Care, or Hospitality sectors; familiarity with Zendesk, SQL, Metabase, or JIRA.

Benefits:

  • Salary: $70,000 - $85,000
  • Hybrid and flexible working (Austin area)
  • Share options
  • 401k contributions, employer match up to 2%
  • Comprehensive health insurance available from day one (UnitedHealthcare)
  • Enhanced parental leave & pay
  • Co-working space stipend
  • Bi-annual all expenses paid team retreats
  • The latest Macbook and equipment budget for your home office
  • Professional development budget
  • Unlimited free books

Note: this represents a typical benefits package for a US-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.

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