Technical Support Engineer

About the role

Lansweeper is opening a new Support Engineer position in Austin, TX, an on‑site‑first hybrid role (3 days/week in office). You will join a technically sharp, close‑knit team and become a trusted technical expert helping IT professionals worldwide get maximum value from the Lansweeper platform. Working from an extensive in‑house lab that spans Windows, Linux, macOS, Active Directory, VMware, AWS, and Azure, you will develop SME‑level expertise in one or more domains with a clear path toward Operational Lead and beyond. Near‑term focus: handle more cases faster, with fewer touchpoints per resolution. By 2027 the team moves toward enterprise account support, meaning higher‑stakes customer interactions and broader technical responsibility.

The Lansweeper platform touches every layer of a customer’s IT environment — networking, OS, cloud, OT, and IoT — and mastering it requires dedication and a real passion for IT. You will manage a high‑volume caseload (≈60 cases per day across the team), deal with non‑linear resolution paths, and ensure seamless handovers through strong organisation and documentation. Clear communication under time pressure is as important as finding the right technical answer.

Responsibilities

• Analyse and troubleshoot technical support cases from customers worldwide, primarily via written communication.
• Reproduce and solve issues in the in‑house lab across Windows, Linux, macOS, VMware, Active Directory, AWS, and Azure.
• Document troubleshooting steps and train of thought clearly in every case for quality assurance and seamless handover.
• Follow up on open cases proactively; ensure no customer falls through the cracks and respect SLAs (coverage required until 6 PM CT; potential on‑call rotations in the future).
• Work within a buddy system for the first six months, with output reviewed before it reaches customers.
• Maintain and improve technical documentation in Confluence, Jira, and Salesforce.
• As you grow: join customer calls for severity‑one and enterprise cases, and develop SME‑level expertise in one or more domains.

Requirements

• 3+ years in IT support, system administration, or a closely related technical role with genuine hands‑on troubleshooting experience.
• Solid networking foundation across subnets, firewall rules, network segmentation, and discovery protocols (understand why a router might block asset discovery).
• Hands‑on experience with Linux (increasingly critical) and Windows; macOS is a plus.
• Ability to set up and configure VMs and lab environments (VMware or equivalent) – a baseline requirement.
• Familiarity with Active Directory and cloud platforms (AWS and/or Azure).
• Basic familiarity with Jira, Confluence, and/or Salesforce.
• Ability to read and write basic SQL queries or scripts.
• Fluent English (written and spoken).
• Authorised to work in the US and based in or willing to relocate to the Austin, TX area.

Skills

• Genuinely curious about IT infrastructure – the kind of person who tinkers after hours.
• Highly organised; able to