Customer Support Engineer

Looking for a Customer Support Engineer in Phoenix, AZ to be the technical bridge between our customers and our product and engineering teams. You will diagnose complex issues, guide customers to fast resolutions, and turn what you learn in the field into product improvements.

This is a hands-on, problem-solving role for someone who enjoys digging into root causes and explaining technical concepts clearly. You will own customer issues from first contact through resolution, and you will help us build the documentation, tools and processes that make support better for everyone.

What You'll Do

Serve as the primary technical contact for customers, responding to support requests by email, phone, chat and ticketing system within our service-level targets

Troubleshoot hardware, software, network and integration issues, reproducing problems and isolating root causes

Analyze logs, configuration files and system behavior to diagnose problems, using scripts or command-line tools where needed

Guide customers through installation, configuration, upgrades and best practices, in person at customer sites in the Hillsboro and Phoenix areas when needed

Escalate complex or recurring issues to engineering with clear, well-documented reproduction steps, and follow them through to closure

Write and maintain knowledge base articles, troubleshooting guides and internal runbooks

Spot trends in support cases and share feedback with product, engineering and sales to improve the product

Keep accurate case notes and meet quality and response-time standards in the ticketing system

Mentor teammates, share knowledge and help refine support processes as the team grows

Participate in on-call or after-hours coverage on a rotation, as business needs require

Must-Have Skills, Experience, and Education:

2+ years of experience in technical support, support engineering, field service or a similar customer-facing technical role (equivalent education or hands-on experience considered)

Strong troubleshooting skills and a methodical approach to isolating problems in complex systems

Working knowledge of operating systems (Windows and Linux), networking fundamentals (TCP/IP, DNS, DHCP) and common diagnostic tools

Comfort reading logs and working in the command line; basic scripting (Python, Bash or PowerShell) is a plus

Excellent written and verbal communication, with the ability to explain technical concepts to both technical and non-technical audiences

Patience, empathy and a calm approach with frustrated customers, balanced with a drive to resolve issues quickly

Experience with ticketing and CRM platforms such as Zendesk, Jira, Salesforce or similar

Strong organization and the ability to manage multiple cases and priorities at once

Authorization to work in the United States

Nice-to-Have Skills, Experience, and Education:

Bachelor's degree in computer science, engineering, IT or a related field

Industry certifications such as CompTIA A+/Network+, CCNA or similar

Experience with APIs, REST tools (such as Postman) or SQL for investigating customer data

Familiarity with cloud platforms (AWS, Azure or GCP) and virtualization

Experience in semiconductor, hardware, electronics or enterprise software environments

Experience writing customer-facing documentation or training materials