Technical Support Engineer

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    "datePosted": "2026-04-13",
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    "description": "<p><span style=\"color: rgb(66, 66, 66)\">The Technical Support Engineer is the first point of contact for customers seeking assistance with the platform, responsible for troubleshooting common technical issues, guiding users through operational tasks such as server reboots and firewall configuration, and ensuring timely resolution or structured escalation when required, working closely with Engineering and Infrastructure teams and maintaining full ownership of the customer experience from initial contact to final resolution.</span></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\"><br></span><br></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\"><span style=\"font-weight: bold\">Location:</span><span> </span>100% Remote / Opportunity only for US-based</span></p>\n<p><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\"> </span><span style=\"color: inherit; font-size: 12pt; font-weight: inherit\"> </span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">About Us:</span></span><br></p>\n<p><span style=\"font-size: 12pt\">Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47); font-weight: bold\">Key Responsibilities: </span></span></p>\n<p><span style=\"color: rgb(66, 66, 66)\"><br></span><br></p>\n<ul>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47)\">Customer Support &amp; Troubleshooting:  Provide first-level technical support via <br>ticketing system, Slack, or email. Assist customers with platform-related tasks including <br>server reboots, firewall rule setup, network configuration, and system status checks. </span></span></li>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47)\">Issue Triage &amp; Escalation:  Identify issues requiring escalation to Engineering or <br>Infrastructure teams. Provide detailed and complete escalation summaries including <br>business impact, troubleshooting steps performed, relevant logs, and reproduction <br>details. Maintain communication ownership with the customer throughout the escalation <br>lifecycle. </span></span></li>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47)\"> Documentation &amp; Knowledge Management:  Contribute to internal and external <br>knowledge base articles to reduce repeat issues and improve efficiency. </span></span></li>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47)\">Operational Standards &amp; 24/7 Coverage:  Participate in shift-based 24/7 coverage <br>including weekends and holidays as required. Meet defined SLAs for first response and <br>resolution time. Execute clean shift handoffs that include ticket status, customer impact, <br>and next required actions.</span></span><span style=\"color: rgb(66, 66, 66)\"><br></span><span style=\"color: rgb(66, 66, 66)\"><br></span></li>\n</ul>\n<p><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47); font-weight: bold\"><br></span></span><br></p>\n<p><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47); font-weight: bold\"><span style=\"font-weight: bold\">Required Skills &amp; Experience:</span></span></span></p>\n<p><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47); font-weight: bold\"><br></span></span><br></p>\n<ul>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47)\">Bachelor’s degree in computer science, Information Technology, or related field <br>preferred. </span></span></li>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47)\">  1–3 years of experience in technical support, help desk, or customer-facing technical <br>roles. </span></span></li>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47)\">  Working knowledge of Linux command line including file navigation, process monitoring, <br>and log review. </span></span></li>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47)\">  Understanding of networking fundamentals such as IP addressing, ports, DNS, and <br>firewall concepts. </span></span></li>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47)\">  Experience working within ticket management systems and SLA-driven environments. </span></span></li>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47)\">  Strong problem-solving skills, clear written and verbal communication abilities, and the <br>capacity to work effectively in a structured 24/7 support model. </span></span></li>\n<li><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47); font-weight: bold\"><span style=\"font-weight: bold\">  Preferred qualifications include experience supporting cloud or IaaS platforms, familiarity <br>with virtualization or server concepts, and exposure to APIs or command-line tools. </span></span></span></li>\n</ul>\n<p><span style=\"color: rgb(66, 66, 66)\"><span style=\"color: rgb(56, 49, 47); font-weight: bold\"><br></span></span><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">What We Offer:</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Flexible working hours and remote work options.</span></li>\n<li><span style=\"font-size: 12pt\">Opportunities for professional growth and development.</span></li>\n<li><span style=\"font-size: 12pt\">A collaborative and inclusive work environment.</span></li>\n<li><span style=\"font-size: 12pt\">The chance to work on impactful projects with a talented team.</span></li>\n<li><span style=\"font-size: 12pt\">Excellent compensation in USD.</span></li>\n<li><span style=\"font-size: 12pt\">Hardware and software setup.</span></li>\n</ul>",
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