As a Technical Support Engineer, you will be the technical problem-solving expert for our customers across healthcare, higher education, and corporate environments.
You'll diagnose complex technical issues, provide comprehensive solutions, and ensure our customers achieve maximum value from their Illumia technology investments.
Collaborate closely with your Support Manager and fellow Technical Support Engineers within your specialized team.
Regularly interact with Customer Engineers, Technical Success Engineers, and Technical Account Managers to ensure seamless customer experiences.
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.

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

Flexible time off to include paid holidays and volunteer time.
Robust health, dental, and vision insurance plans 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.

Technical Support Engineer

Key skills