The Technical Support Engineer assists customers with troubleshooting technical issues, guides users in operational tasks, and escalates complex issues. They maintain documentation and manage customer communication during the support process in a 24/7 environment.
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.
Location: 100% Remote / Opportunity only for US-based
About Us:
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.
Key Responsibilities:
- Customer Support & Troubleshooting: Provide first-level technical support via
ticketing system, Slack, or email. Assist customers with platform-related tasks including
server reboots, firewall rule setup, network configuration, and system status checks. - Issue Triage & Escalation: Identify issues requiring escalation to Engineering or
Infrastructure teams. Provide detailed and complete escalation summaries including
business impact, troubleshooting steps performed, relevant logs, and reproduction
details. Maintain communication ownership with the customer throughout the escalation
lifecycle. - Documentation & Knowledge Management: Contribute to internal and external
knowledge base articles to reduce repeat issues and improve efficiency. - Operational Standards & 24/7 Coverage: Participate in shift-based 24/7 coverage
including weekends and holidays as required. Meet defined SLAs for first response and
resolution time. Execute clean shift handoffs that include ticket status, customer impact,
and next required actions.
Required Skills & Experience:
- Bachelor’s degree in computer science, Information Technology, or related field
preferred. - 1–3 years of experience in technical support, help desk, or customer-facing technical
roles. - Working knowledge of Linux command line including file navigation, process monitoring,
and log review. - Understanding of networking fundamentals such as IP addressing, ports, DNS, and
firewall concepts. - Experience working within ticket management systems and SLA-driven environments.
- Strong problem-solving skills, clear written and verbal communication abilities, and the
capacity to work effectively in a structured 24/7 support model. - Preferred qualifications include experience supporting cloud or IaaS platforms, familiarity
with virtualization or server concepts, and exposure to APIs or command-line tools.
What We Offer:
- Flexible working hours and remote work options.
- Opportunities for professional growth and development.
- A collaborative and inclusive work environment.
- The chance to work on impactful projects with a talented team.
- Excellent compensation in USD.
- Hardware and software setup.
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