Job Overview

The Technology Delivery Engineer will play a key role in resolving complex technical issues, mentoring junior team members, and driving continuous improvement initiatives. This position requires a minimum of four years of experience in technical support, along with advanced troubleshooting skills and a strong commitment to customer satisfaction.

Position will be hybrid with onsite work in Dallas, TX.

What You’ll Do

• Provide advanced technical support to customers via phone, email, chat, and remote assistance, serving as a subject matter expert and primary point of contact for escalated issues.

• Lead troubleshooting efforts for complex hardware, software, and network-related problems, utilizing in-depth technical knowledge and diagnostic tools to identify root causes and implement effective solutions.

• Mentor and coach junior technical support team members, providing guidance on best practices, troubleshooting methodologies, and customer interaction techniques.

• Collaborate closely with cross-functional teams Networking, IT Infrastructure and Security to investigate and resolve complex technical issues, driving timely resolution and customer satisfaction.

• Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate to ensure their technical support needs are met and exceeded.

• Continuously assess and improve technical support processes, workflows, and documentation to enhance efficiency, scalability, and customer experience.

• Document all technical inquiries, incidents, and resolutions in a ticketing system, ensuring thorough and accurate records are maintained for tracking and reporting purposes.

• Participate in on-call rotation and provide after-hours support as needed to ensure 24/7 coverage and resolution of critical issues.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.

• Minimum of four years of experience in technical support or a customer-facing role.

• Advanced technical proficiency with a deep understanding of hardware, software applications, operating systems, and network infrastructure.

• Demonstrated expertise in troubleshooting complex technical issues, utilizing diagnostic tools, log analysis, and debugging techniques.

• Strong leadership and mentoring skills with the ability to inspire and develop junior team members.

• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to customers and internal stakeholders.

• Proven track record of delivering exceptional customer service and driving customer satisfaction.

• Ability to thrive in a fast-paced environment, managing multiple priorities and deadlines effectively.

• Vaccination against Covid-19 is required, except where prohibited pursuant to state or local law. 

What We Offer

This position offers the opportunity to join a collegial, entrepreneurial firm committed to the personal and professional growth of its team members and to maintaining a positive, encouraging work environment where people enjoy working together. The company offers a comprehensive benefits and perks package, including:

• 401(k) plan with an employer match

• Health, dental, vision and life insurance

• Paid Time Off (PTO)

• 11 firm holidays

• Hybrid office/work from home arrangement

• Annual year-end bonus eligible