Technical Support Engineer

Illumia · Scottsdale, AZ · 3 wk ago

Full-time

Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Built on the collective expertise of Transact Campus + CBORD, Illumia pioneers the art of the experience across the communities we serve. This position is hybrid if local to our office in Alpharetta, GA or Scottsdale, AZ.

Locations:
Alpharetta, GA - 1125 Sanctuary Parkway, Ste 220, Alpharetta, GA 30009
Scottsdale, AZ - 18700 N. Hayden Rd, Ste 230, Scottsdale, AZ 85255

About the role

The Technical Support Engineer serves as the frontline technical problem-solving expert, diagnosing and resolving complex software and hardware issues for customers in mission-critical environments across healthcare, higher education, and corporate campuses. This role delivers exceptional technical support, contributes to knowledge sharing, and drives process improvements that enhance overall support delivery.

Who you will work with

You'll collaborate closely with your Support Manager and fellow Technical Support Engineers within your specialized team (Healthcare, Higher Education, Payments, or Food Services). You'll regularly interact with Customer Engineers, Technical Success Engineers, and Technical Account Managers to ensure seamless customer experiences. Cross-functionally, you'll work with Product Management, Engineering, and Quality Assurance teams to escalate complex issues and contribute to product improvements. You'll also interface directly with customers ranging from IT administrators and system integrators to end-users in hospitals, universities, and corporate campuses.

Responsibilities

Troubleshoot software and hardware issues across Illumia's product portfolio for customers in healthcare, higher education, and corporate environments.
Collaborate with internal teams to resolve escalated cases and ensure timely resolution.
Document solutions and contribute to the knowledge base for team-wide learning and efficiency.
Drive process improvements that enhance overall support delivery and customer satisfaction.
Serve as a trusted technical advisor to customers in mission-critical environments across Illumia's diverse product portfolio.

Requirements

Practical experience in Information Technology, Engineering, or related technical field
2-4 years of technical support or software troubleshooting experience
Strong analytical and problem-solving skills with attention to detail
Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
Experience with SQL databases and basic query writing
Familiarity with Windows and/or Linux server environments
Understanding of web technologies (HTTP/HTTPS, APIs, web browsers)
Customer service orientation with patience and empathy
Ability to work independently and manage multiple cases simultaneously
Willingness to learn new technologies and adapt to changing environments

Preferred Qualifications

Bachelor's degree in Computer Science or related field of study
Experience in healthcare, higher education, or financial services technology
Knowledge of payment processing systems and PCI compliance
Familiarity with campus card/ID systems or access control technologies
Experience with enterprise software integrations and APIs
Understanding of network fundamentals (TCP/IP, DNS, firewalls)
Experience with ticketing systems and customer support tools
Previous experience in mission-critical environments

Additional Information

This role may require occasional evening or weekend work to support customers in different time zones or during critical system implementations.
Some travel may be required for on-site customer support or training opportunities (typically less than 5%).
The position offers significant growth opportunities within our three-group structure, with clear advancement paths to Senior Technical Support Engineer and specialized roles in Customer Engineering or Technical Success.
This position is classified as non-exempt under the Fair Labor Standards Act (FLSA) and applicable state wage-and-hour laws.

Competencies and Behaviors

Collaboration, adaptability, problem-solving, customer focus, technical curiosity, and continuous learning.
Demonstrates integrity, respect, and an entrepreneurial spirit aligned with Illumia's core values.
Humble: Leaders share credit, define success collectively, and elevate the contributions of others.
Hungry: Leaders are self-motivated to close the gap between where we are today and where we need to be.
Smart: Leaders operate across a complex, distributed organization and build trust across functions.

Benefits

Flexible time off including paid holidays and volunteer time
Robust health, dental, and vision insurance plans effective on your first day of employment
Employer-paid life insurance/AD&D/short-term and long-term disability insurance
Comprehensive employee assistance program (EAP)
Flexible spending account (FSA) or health savings account (HSA)
Matched 401(k)
Employee stock purchase plan

Pay

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.