Technical Support Professional

Harris Computer

. Respond to customer inquiries via phone, email, and chat .

Posted 10/28/2026full-timeRemote • United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and diagnosing software issues within enterprise applications, while maintaining high customer satisfaction through effective communication and support. Proficient in using ticketing systems and collaborating with cross-functional teams to resolve complex technical challenges.

Highest-signal resume keywords

Technical Support ExperienceEnterprise Software Applications SupportSoftware Troubleshooting SkillsTicketing Systems FamiliarityDatabase Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software TroubleshootingTechnical AssistanceDatabase SystemsNetworking FundamentalsOperating Systems ProficiencyApplication Problem ResolutionDocumentation SkillsKnowledge Base CreationCustomer SupportIssue Escalation

Soft Skills

Excellent CommunicationProblem-Solving AbilitiesOrganizational SkillsInterpersonal SkillsPatience

Tools & Technologies

SalesforceJIRAI2 SoftwareWindowsMacOSLinux

Industry Keywords

Technical SupportHelp DeskCustomer SatisfactionSoftware PerformanceSupport Best Practices

Tech Stack

Tools & technologies

LinuxMacOSOraclePostgresSQL

About the role

Key responsibilities & impact

Respond to customer inquiries via phone, email, and chat
Diagnose and troubleshoot software issues reported by end-users
Provide step-by-step technical assistance to resolve application problems
Support enterprise software applications across complex customer environments
Identify, document, and resolve software bugs and issues
Own complex or escalated technical issues and coordinate with Development, QA, and Product teams toward resolution
Escalate issues to higher-level support or development teams when necessary
Follow up with customers to ensure issues are fully resolved
Maintain high customer satisfaction through courteous and efficient support
Provide regular customer updates on support ticket status
Document support requests, troubleshooting steps, and resolutions in the ticketing system
Create and update knowledge base articles and technical documentation
Maintain accurate records of customer interactions and support activities
Collaborate with Development, QA, and Product teams on recurring issues and improvements
Participate in team meetings and training sessions
Support day-to-day team coordination, customer coverage, and prioritization when required
Provide guidance and support to colleagues and promote knowledge sharing
Identify support trends and recommend solutions to improve software performance and user experience
Stay current with industry trends, software updates, and support best practices
Contribute to team processes, technical knowledge, and support practices
Perform other duties as assigned

Requirements

What you’ll need

Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience (essential)
Proven experience in a technical support or help desk role (desirable)
Experience supporting enterprise software applications in complex customer environments (desirable)
Experience with software troubleshooting and diagnostic tools (desirable)
Familiarity with ticketing systems and customer support software such as Salesforce and JIRA (desirable)
Familiarity with i2 Software (desirable)
Previous experience in a senior, lead, mentoring, or coordinating role within a technical support environment (desirable)
Proficiency in Windows, macOS, and Linux (desirable)
Knowledge of relational database systems including MS SQL, MS Access, DB2, Postgres, or Oracle (desirable)
Understanding of networking fundamentals and protocols (desirable)
Ability to troubleshoot technical issues involving enterprise applications, operating systems, databases, and network environments (desirable)
Excellent communication and interpersonal skills
Strong problem-solving and analytical abilities
Ability to work independently and collaboratively as part of a geographically distributed international team
Ability to provide guidance and support to colleagues
Sound judgement, initiative, and confidence when taking ownership of complex technical or customer-facing situations
Strong organizational skills with the ability to prioritize competing customer and technical requirements
Patience and a positive attitude when dealing with challenging customer situations

Benefits

Comp & perks

Remote work environment
Scheduled weekend support coverage on an occasional basis