Technical Support Engineer

Exterro

. Troubleshoot and triage support tickets with team members and internal departments including Training, Sales, and Engineering .

Posted 9/19/2026full-timeRemote • United StatesJunior💰 $56,800 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong application support and technical support capabilities, with a focus on troubleshooting, customer service, and effective communication. Proficient in using ticket tracking systems and maintaining security and privacy standards.

Highest-signal resume keywords

Application Support ExperienceCustomer Service SkillsMicrosoft Office Suite ProficiencyPublic Trust Security ClearanceWindows and Linux Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportSQL QueriesTicket Tracking SystemsDocumentation Skills

Soft Skills

Excellent Communication SkillsProfessionalismProblem-Solving SkillsAbility to Multitask

Tools & Technologies

Microsoft Office SuiteWindowsLinuxIBM ServerRelational Databases

Certifications & Qualifications

Public Trust Security Clearance

Industry Keywords

E-DiscoveryLegal IndustryForensics IndustryEnd User TrainingSecurity and Privacy Policies

Tech Stack

Tools & technologies

LinuxMySQLPostgresSQL

About the role

Key responsibilities & impact

Troubleshoot and triage support tickets with team members and internal departments including Training, Sales, and Engineering
Perform initial intake, investigation, and resolution of customer-reported issues
Escalate complex or unresolved issues to higher-tier support or engineering teams
Provide responsive and exceptional customer service to new and existing customers
Guide client support requests to conclusion while maintaining high communication standards
Capture client feedback and participate in product issue resolution and enhancement efforts
Respond to assigned customer issues via email, chat, forum requests, and phone as required
Enter detailed information into the ticket tracking system according to policies and procedures
Gather customer feedback to improve products and support processes
Learn new technologies and company products
Protect the confidentiality, integrity, and availability of information and systems
Participate in mandatory security and privacy training

Requirements

What you’ll need

Bachelor’s Degree required
Minimum 1-3 years of application support, IT support, or technical support experience
Located in the US Eastern Time Zone and/or able to work regular hours from 6:00 AM to 3:00 PM Eastern Time
Ability to work Monday through Friday on a set schedule
Must successfully obtain Public Trust Security clearance within 6 to 9 months of hire and maintain it throughout employment
Must pass additional security screening and background checks
Must pass a background check and drug screen
Must sign a non-competition agreement
Proven ability to work on multiple projects at the same time with a high level of professionalism
Strong desire to own and solve issues
Excellent written and verbal communication skills
Strong documentation skills with Microsoft Office Suite of products
Remote support experience assisting end-user and technical support related issues
Knowledge of E-Discovery, Legal industry, and/or Forensics industry is a plus
End user training experience is a plus
Windows, Linux, or IBM server hands-on experience preferred
Relational databases such as MySQL, SQL Server, or PostgreSQL and basic SQL queries hands-on experience preferred
Must adhere to the organization’s security and privacy policies, procedures, and standards
Must participate in mandatory security and privacy training

Benefits

Comp & perks

Variable pay, equity, bonus and/or other forms of compensation may be included
Health insurance
Retirement plans
Flexible paid time off
Learning, development and upward mobility opportunities
Innovative, inclusive, and collaborative work environment
Professional development support