Support Engineer

About the opportunity

Are you a passionate individual who wants to help shape the future of biometric identity? At TECH5 USA, we are revolutionizing identity management with biometric solutions designed to enhance public safety and digital identity verification. As part of our team, you’ll work alongside industry experts to assist in developing cutting-edge technologies that empower law enforcement agencies and governments worldwide. We are dedicated to continuous innovation, investing in advanced biometric research. Our AI/ML-powered matching algorithms—ranked among the fastest by NIST—enable law enforcement to quickly and accurately identify suspects, track fugitives, and solve crimes. TECH5 is leading the way in secure digital identity solutions, pioneering advancements such as biometric-based cryptographic keys, offline multifactor authentication, and revocable biometrics for privacy-centric identity verification. From mobile biometric capture for field officers to digital credential issuance and authentication, our in-house technology delivers unmatched speed, accuracy, and security. Join us in shaping the future of biometrics and digital identity, driving innovation that enhances both public safety and secure identity management. As a remote Support Engineer you are responsible for deploying, managing and supporting customer’s production systems for TECH5 USA’s legacy on-premises and new Software-as-a-Service (SaaS) product offerings, including AWS GovCloud environments and user systems located at customer sites. The servers and user station hardware for both the SaaS and legacy customers require personnel in this job to have knowledge and experience with installing and supporting personal computer systems, printers, peripheral connections, and installation and troubleshooting of software. While the position is full-time remote, team structure and customer distribution require the person filling this position to be physically located within the State of Massachusetts as occasional customer site visits may be necessary. Primary Job Duties: Communicates with internal teams and customers to plan and review implementation status. Monitors logging and alerting systems to ensure high-availability and reliability. Installs and configures TECH5-provided hardware and software and provides instruction and assistance to contracted support personnel tasked with installation and configuration. Contributes to the development of processes and templates for customer project implementation. Interfaces with the Project Implementation team in deployment, documentation, repair, and troubleshooting of systems. Ensures project data including installation and configuration, remote connection and contact data is shared with other members of the Technical Support team. Submits to and passes enhanced criminal and background checks conducted by individual customers utilizing their requirements to be cleared. Requires participation in a 24x7 on-call shift rotation and may require travel up to 5%. Receives and proactively responds to customer support requests during work and/or on-call assignment hours through channels including email, helpdesk ticketing system and phone calls. Completes annual security training and adheres to TECH5 USA’s security policies and procedures; notifies IT with any suspicious emails or other activity. Uses remote support tools and knowledge to assist in resolving customer hardware issues. Reproduces reported issues and identifies solutions. Reports product and service defects and suggests appropriate action to engineering and management using internal procedures. Assists engineering and quality assurance teams in executing test cases and providing output through appropriate channels, when assigned by manager. Updates information such as asset management to correctly reflect customer deployment status. Performs other duties associated with this position as assigned. Experience/Education: Associates degree or higher in Information Technology, Computer Science, Computer Engineering, or certification from a trade-school in a relevant discipline, or equivalent work experience. Practical hands-on experience with building and troubleshooting personal computers and peripherals. A minimum of one year of experience in a Helpdesk environment including customer interaction and ticket management. A minimum of one year of demonstrated client-server system experience. Understanding of basic networking concepts and the ability to troubleshoot connectivity issues. Knowledge of SQL scripting, troubleshooting, and stored procedures creation is a plus. Familiarity with Salesforce is helpful, experience with Zendesk and JIRA is highly desirable. Skills: Fluent English skills, written and verbal, are required. Knowledge and experience of DevOps or cloud environment support is highly desirable. Skills with automation and scripting (BASH, Python, Go, others) are desirable. Able to interpret and explain technical systems to non-technical audiences. Ability to work both independently and within a team environment, with the situational awareness to understand when escalation is warranted. Advanced knowledge of PC computing and general IT system management skills. Exhibits meticulous attention to detail and is committed to producing accurate and high-quality work. Excellent time management, organizational and problem-solving skills. Ability to lift and move up to 50-lbs. With TECH5 USA, you’ll be working 100% remote while interacting with colleagues who are committed to working together in achieving success and extraordinary customer satisfaction. We are a transparent team. We believe our team is our greatest asset. If you’re looking to be a part of an exciting, fast-paced, team-driven environment, TECH5 USA is the place for you. We offer benefits designed for you: Very generous paid time off policy; Retirement Savings in a 401K; Great company culture of collaboration, honesty and integrity; Medical, Dental, Vision, Disability, Accident and Life insurance. The salary range for this role is $62,000 to $82,000. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. TECH5 USA complies with all minimum wage laws as applicable. We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that TECH5 USA is not able to provide visa sponsorship for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Equal Opportunity Employer

Qualifications

• Requires participation in a 24x7 on-call shift rotation and may require travel up to 5%.
• Receives and proactively responds to customer support requests during work and/or on-call assignment hours through channels including email, helpdesk ticketing system and phone calls.
• Completes annual security training and adheres to TECH5 USA’s security policies and procedures; notifies IT with any suspicious emails or other activity.
• Uses remote support tools and knowledge to assist in resolving customer hardware issues.
• Reproduces reported issues and identifies solutions.
• Reports product and service defects and suggests appropriate action to engineering and management using internal procedures.
• Assists engineering and quality assurance teams in executing test cases and providing output through appropriate channels, when assigned by manager.
• Updates information such as asset management to correctly reflect customer deployment status.