Technical Support Technician II

About the Opportunity

This role provides frontline technical support across customer environments and hosted services. The position responds to incidents and service requests, troubleshoots infrastructure-related issues, and maintains ownership of customer issues through resolution. This role serves as the first line of infrastructure support within the Technical Support organization. Success comes from strong troubleshooting skills, customer ownership, clear communication, and the ability to balance multiple priorities while delivering a positive support experience.

Key Responsibilities

• Provide frontline technical support for customer environments and hosted services.
• Respond to customer incidents and service requests through ticketing systems, phone calls, and support channels.
• Troubleshoot issues related to servers, operating systems, connectivity, hosted services, and customer environments.
• Monitor ticket queues and support timely response and resolution of incidents and requests.
• Document, prioritize, and manage support requests while maintaining accurate ticket updates and customer communication.
• Maintain ownership of customer issues throughout the support lifecycle.
• Escalate complex issues requiring deeper technical expertise when appropriate.
• Support routine maintenance activities, customer requests, and operational tasks.
• Collaborate with Systems Support, Network Support, NOC, and other technical teams.
• Maintain documentation, troubleshooting procedures, and knowledge base content.
• Communicate clearly with customers throughout troubleshooting and resolution activities.
• Continuously expand technical knowledge through hands-on experience and ongoing learning.

Key Deliverables

• Reliable and responsive technical support across customer environments and services.
• Timely response and resolution of incidents and service requests.
• Accurate ticket documentation and organized support activities.
• Clear communication and strong follow-through throughout the support process.
• Positive customer experiences during routine requests and technical incidents.
• Effective escalation and coordination of complex technical issues.
• Consistent adherence to support processes and operational expectations.
• Continuous growth in technical capability and support effectiveness.

Candidate Profile

• Experience in Technical Support, Systems Support, NOC, Managed Services, Hosting, or Infrastructure Operations environments.
• Enjoy troubleshooting technical issues and working through problems methodically.
• Foundational knowledge of servers, operating systems, networking, virtualization, or infrastructure support concepts.
• Communicate effectively with both technical and non-technical audiences.
• Ability to balance multiple tickets, priorities, and customer commitments.
• Takes ownership of issues and follows them through resolution.
• Comfortable learning new technologies, platforms, and tools.
• Remains calm and solutions-focused during technical support situations.

How the Organization Works

How you approach the work matters just as much as what you do. The organization's core values show up in how decisions are made, how people work together, and how customers are supported. The organization builds the infrastructure that keeps businesses running. This requires people who take that seriously, and have fun doing it.

The organization's core values:

• Empower people
• Constant elevation
• Customer first
• Focus on outcomes
• Embrace curiosity

Benefits

• Flexible Time Off – take what you need, trust is placed in managing it
• Medical, Dental & Vision – comprehensive coverage with HSA/HRA options
• 401(k) with 4% match – investment alongside you
• Parental Leave – paid time for the moments that matter most
• Life & Disability Insurance – built-in peace of mind
• Wellness Support – resources for mental and physical health
• Free Colocation & Cloud Access – build and experiment in real environments
• Work From Anywhere – remote-friendly by design
• A low-ego, get-it-done culture – come as you are, do great work

Compensation

Compensation for this role is based on experience, skills, and location. Offers aim to be fair, forward-looking, and aligned to both what you bring and where you're growing. Internal candidates may see variations based on current role, compensation, and progression within the organization.