Job Title: Senior Technical Support Engineer

Possible locations: Portsmouth, NH, USA (Hybrid) or Remote (U.S.-based candidates working EST hours)

Please note: Visa sponsorship is not available for this role.

Compensation: This role is offered at a salary range of $95,000-$120,000 annually, commensurate with experience and qualifications. In addition to base salary, eligible employees will be offered a comprehensive benefits package.

Position summary:

The Senior Technical Support Engineer (TSE) serves as a trusted technical advisor to customers while providing advanced troubleshooting, leadership, and subject-matter expertise across Loftware products and related technologies.

Responsibilities:

- Take the lead on complex customer issues and conduct customer-facing meetings on short notice.

- Triage, troubleshoot, escalate, and resolve customer support tickets with strong ownership and urgency.

- Analyze logs, service behavior, and customer environments to identify root causes.

- Utilize product domain expertise to guide customers as a trusted technical advisor.

- Support onboarding and customer handovers.

Knowledge & Product Contribution:

- Identify common questions and create Knowledge articles.

- Reproduce, document, and escalate defects to product development teams.

- Communicate feedback and feature needs to Product and Engineering.

- Improve processes, documentation, and workflows.

Leadership & Collaboration:

- Mentor and train Support team members.

- Lead or participate in projects supporting the global support model.

- Assist in onboarding new team members.

Technical Skills & Competencies:

- Understanding of web browsers, web services, XML, SOAP, TCP/IP, HTTP, HTML.

- Understanding of Windows/Linux OS, logging, configuration, drivers.

- Understanding of printer communication.

- Basic understanding of log analysis and cloud environments.

- Ability to troubleshoot complex issues remotely.

- Cloud knowledge; AWS/Azure highly regarded.

- Ability to prioritize based on severity and business impact.

- Understanding of KCS methodology.

- Strong organizational and time-management skills.

Requirements:

- BS/BA in Computer Science or related field preferred.

- Strong written and verbal communication.

- Excellent interpersonal skills.

- Analytical, proactive problem-solver.

- Experience leading initiatives and projects.