Support Engineer

• Monitor assigned case, email, chat, and phone queues
• Serve as an immediate technical mentor to Customer Service Associates
• Provide real-time coaching on escalated issues
• Engage Technical Service Solutions Specialists and leadership regarding commonly escalated cases
• Assist with developing technical solutions and processes to streamline case handling
• Use Bomgar, Active Directory, and administrative access to user management websites for problem determination and resolution
• Participate in knowledge base development and partnership ownership
• Liaise between PSC teams and technical support representatives across departments
• Document support requests, troubleshooting steps, and resolution details
• Escalate cases outside the PSC with appropriate approval
• Report PSC-identified outages and notify relevant teams
• Serve as subject matter expert on case escalations and research inquiries
• Triage technical support issues and collaborate on workable resolutions
• Meet and exceed customer service and service level agreements
• Mentor Customer Service Associates through training, shadowing, and question support
• Participate in back-office department shadowing sessions
• Act as a member of leadership when leadership is unavailable
• Develop and deliver training materials for CSAs and TSAs
• Develop, train, and use Wiki articles and job aids
• Develop advanced knowledge of PSC technical support tools
• Adhere to information security policies and report security-related issues
• Work the 3PM-12AM Saturday-Wednesday shift; external training runs Sunday-Thursday, 8AM-5PM

Technical Support Analyst

• Supervise and support a remote team of pharmacy technician support representatives
• Resolve escalated customer inquiries and provide guidance on complex issues
• Monitor and analyze performance metrics to maintain service excellence and SLA compliance
• Develop and implement training programs
• Collaborate with leadership to refine processes and drive operational improvements
• Oversee workflow operations for accuracy, compliance, and service efficiency
• Coach, train, and develop a high-performing team
• Collaborate with management to achieve strategic goals

Pharmacy Supervisor Technician Support

• Perform equipment installation, setup, commissioning, and startup activities at customer sites
• Conduct operational testing and verify equipment performance prior to customer acceptance
• Support equipment launches, production runs, and process validation activities
• Diagnose and resolve mechanical, electrical, hydraulic, pneumatic, and control-system issues
• Troubleshoot PLC-based machinery and collaborate with engineering or technical support teams
• Respond to urgent service requests and support critical production events
• Analyze recurring equipment concerns, identify root causes, and implement corrective actions
• Complete preventive maintenance services and equipment inspections
• Recommend repair strategies, equipment modifications, and maintenance improvements
• Provide remote troubleshooting through phone, email, and virtual support channels
• Instruct customer operators and maintenance teams on equipment operation, safety, troubleshooting, and maintenance procedures
• Develop and maintain customer relationships while delivering professional service and support
• Serve as a technical partner focused on customer productivity, efficiency, and equipment uptime
• Document service work, installations, inspections, and maintenance activities
• Maintain assigned tools, service equipment, and replacement-parts inventory
• Follow applicable safety regulations and customer-specific safety standards

Field Support Technician – Food Manufacturing

• Serve as the primary technical point of contact for members, data providers, and technology partners across the LeadingRE, Luxury Portfolio, and Commercial programs
• Provide responsive, professional support and clear communication to technical and non-technical audiences
• Own end-to-end management of property data and technical support issues, from identification through troubleshooting, escalation, resolution, and member communication
• Manage technical onboarding of new members, coordinating setup, testing, validation, and launch of property data feeds
• Coordinate with members, MLSs, data providers, and internal technology teams
• Serve as the internal subject-matter expert and first resource for questions about member property feeds, listing display, and syndication
• Develop comprehensive understanding of feed sources, providers, integrations, known issues, and member-specific configurations
• Review XML, JSON, and other structured data formats to diagnose feed issues
• Maintain accurate tracking and reporting of implementations, issues, outages, escalations, and resolution status
• Maintain documentation of feeds, technical configurations, and troubleshooting procedures

Technical Support – Implementation Specialist

• Provide hardware, software, mobile device, and communication support to staff onsite and remotely as needed
• Monitor and make system updates/modifications for the Credit Union's computer systems
• Oversee the full lifecycle of user account management within Active Directory and various systems
• Research, modify, test, and install hardware and software additions or replacements
• Maintain company documentation standards for issue tracking and end-user support
• Write concise, informative tickets and follow up on all tickets to resolution

Desktop Support Technician

• Provide project management support assisting in all aspects of project execution.
• Organize key internal and external meetings, including preparation and distribution of meeting materials.
• Coordinate and document meeting minutes, ensuring key discussions, decisions, and action items are accurately recorded and communicated to stakeholders.
• Ensure compliance with SharePoint naming conventions and document management protocols.
• Aid in preparing project status reports by coordinating input from various internal stakeholders.
• Apply standard project management methodologies, processes, tools, and documentation throughout the project lifecycle.
• Support requirements elicitation and management, scope tracking, schedule and milestone coordination, risk and issue management, project documentation, and status reporting.
• Support compliance with federal and state Medicaid regulations and CMS guidelines.
• Facilitate communication and collaboration among diverse stakeholder groups, including organizing meetings and workshops, capturing decisions and action items, and ensuring timely follow-ups.

Project Support Analyst

• Provide omni-channel support for complex questions and problems across product suites
• Promote Broadcom's mission, customer promise, and strategy
• Participate in projects to improve the business, products, and customer experience
• Act as a Designated Support Engineer for certain products or customers when required
• Lead brainstorming sessions and facilitate team training
• Prioritize and balance workload across support channels
• Learn and expand product, technology, and soft skills across multiple product releases
• Act as a subject matter expert for certain product components
• Participate in Broadcom communities and promote self-service and customer-to-customer collaboration
• Share knowledge with engineers and customers using KCS methodology
• Research customer environments and product history to prepare for engagements and assess business impact
• Develop strategic partnerships with internal stakeholders
• Resolve customer cases, provide workarounds, and proactively share hotfix and knowledge-document information
• Apply troubleshooting methodology, analyze logs, determine root causes, and advise customers on solutions
• Analyze customer environmental data and recreate issues on test systems
• Provide technical assistance, coaching, and mentoring to team members
• Partner with Support Delivery Management and Engineering Teams to influence defect and issue prioritization
• Participate in scrum teams, documentation and requirements reviews, demos, and supportability activities
• Create lab environments to replicate customer issues
• Identify and document predominant customer issues
• Maintain case hygiene and improve case data and documentation quality
• Identify barriers to customer product adoption and leverage cross-functional teams and proactive support playbooks
• Participate in professional career development and certification opportunities

Staff Technical Support Engineer – Mainframe

• Represent the company at customer locations with the highest standards of professional conduct
• Support the go-live process for new EV charging sites, including coordinating on-site activities and flagging risks or delays to the Commissioning Engineer
• Conduct new vehicle inspections, verifying vehicle readiness and documenting findings prior to site activation
• Assist technicians in asset inspections, diagnosing, troubleshooting, and repairing customer assets on-site as needed
• Follow established safety procedures to ensure compliance with company and regulatory standards
• Maintain thorough, accurate, and timely documentation for commissioning activities, inspections, and completed work using company asset management and project tracking platforms
• Support High Voltage (HV) charger operations, including conducting plug cycles and responding to service needs during commissioning
• Perform Low Voltage (LV) battery replacements and jump-starts as needed
• Maintain tools, equipment, and a clean work environment
• Develop and maintain strong customer service skills throughout the go-live process
• Participate in training programs and hands-on learning opportunities to develop technical and project coordination expertise

Field Support Technician

• Evaluate escalations from security teams, validate supporting materials, and collect additional information to determine appropriate handoff to the investigations team
• Support Global Insider Risk investigators by compiling evidence from multiple sources and consolidating findings into comprehensive insider risk cases
• Document findings and prepare materials for escalation to the investigations team or support alert closure decisions
• Partner with internal security teams to refine and strengthen the organization's overall security posture
• Perform triage of recent user activities and coordinate findings with relevant stakeholders
• Analyze logs from DLP, SIEM, EDR, and other security platforms in support of the Insider Risk Program

Support Engineer jobs in Illinois