Technical Support Engineer

About the role

We’re looking for a Technical Support Engineer to join our global Support team, supporting customers across the Western US region. This role is critical to ensuring a high-quality customer experience by providing technical expertise across Acre’s software platforms and partner integrations.

Responsibilities

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
• Provide technical support to customers via phone, ticketing systems, and other support channels
• Troubleshoot software, networking, and system-level issues with a strong focus on customer experience
• Continuously test Acre software and integrations to support quality assurance and product reliability
• Respond to incoming customer calls and technical inquiries requiring assistance
• Participate in an after-hours on-call rotation to support customers 24/7/365
• Maintain accurate documentation and records within support and ticketing systems
• Create and maintain weekly or monthly reports as directed by leadership

Requirements

• Strong customer service and communication skills
• Excellent analytical and troubleshooting abilities
• Fluency in English (written and verbal)
• Strong organizational skills and attention to detail
• Ability to learn quickly and perform effectively in a fast-paced environment
• Strong time-management skills with the ability to multitask
• Familiarity with Microsoft operating systems and networking fundamentals

Qualifications

• Experience in a technical support or customer service role, ideally in a SaaS or call-center environment
• Exposure to software testing, system integrations, or quality assurance activities
• Degree in Information Technology, Systems, Engineering, or equivalent practical experience
• CompTIA certifications (A+, Network+, Security+)