Support Engineer

New

JobgetherHR technology

Support Engineer based in the United StatesFull-TimeEntry

Salary not disclosed

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Job Details

Bring entry-to-mid-level experience in technical support, help desk operations, customer operations, or a related field.
Demonstrate the ability to manage support requests from initial diagnosis through resolution, recovery, and prevention.
Have experience building or implementing practical AI-powered solutions, such as agents, automations, tools, or workflows.
Be able to explain how AI solutions were developed, tested, monitored, and improved, including how inaccurate outputs or technical issues were handled.
Have familiarity with APIs, system logs, data mappings, spreadsheets, and SQL, or demonstrate the ability to learn them quickly.
Apply strong troubleshooting, analytical, and problem-solving skills to identify root causes.
Organize and prioritize multiple open tickets, competing deadlines, and changing priorities.
Communicate clearly in technical updates, investigation documentation, and customer expectation setting.
Show initiative through personal projects, entrepreneurial initiatives, GitHub contributions, or independently developed or managed organizations and tools.
Demonstrate ownership, project coordination, leadership potential, adaptability, and openness to feedback.
Be willing to provide occasional after-hours support when escalations require attention, with flexibility and appropriate coordination.
Previous exposure to HR operations, staffing, high-volume recruitment, payroll, I-9, or E-Verify processes is an advantage.

Manage incoming customer and partner support requests, prioritizing tickets by urgency, impact, service-level agreements, and account engagement.
Maintain ownership of support tickets, including assigned owners, next steps, and regular progress updates.
Monitor response and resolution times, customer satisfaction, first-contact resolution, and recurring issue rates.
Investigate and resolve issues involving platform configurations, APIs, integrations, system logs, and data mappings.
Determine whether issues stem from customer configurations or product defects, test solutions, and confirm recovery.
Escalate complex technical issues to Engineering with diagnostic evidence and actionable recommendations.
Serve as the technical support contact for assigned accounts and provide Tier 2 and Tier 3 guidance to partner support teams.
Support compliance processes involving I-9 and E-Verify recovery, reverification, MOU and web services configuration, and USCIS notice remediation.
Use AI agents and automation for ticket triage, investigations, reporting, and customer communications, and validate generated outputs.
Improve help center articles, training resources, troubleshooting runbooks, automated workflows, and evidence-based product recommendations.

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