ICONICS Careers - Details

Technical Support Engineer

As a Technical Support Engineer, you will experience a demanding technical environment where new and exciting challenges are presented every day. You will troubleshoot live applications, recommend configuration changes, and support the sophisticated automation and reporting software on the market for some of the largest companies in the world. Support is done primarily via phone and email. Total customer satisfaction is our goal.

Working on the US Technical Support team, you’ll be working with a team of dedicated support engineers with good rapport and daily collaboration on troubleshooting customer issues. We have good work/life balance with a typical work week of 40 hours per week, working Monday to Friday. Occasionally a customer call will run long and require staying an extra hour or two, but this is relatively rare. Please note that this is not a call center position.

Once you’re an experienced member of the team, you’ll be added to our rotating on-call system for after-hours emergency support. Technical Support Engineers are on-call for a week at a time on a rotating basis, with flexibility to swap weeks with other team members as needed. This after-hours emergency support system typically receives fewer than 2 calls per month.

Qualifications:

  • Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, or similar
  • Experience with Windows platforms
  • Excellent verbal and written communication skills
  • Excellent troubleshooting skills
  • Excellent customer service skills
Skills Not Required, But Considered a Plus
  • Knowledge in MS SQL Server
  • Knowledge of Microsoft IIS (or web hosting/publishing technology)
  • Knowledge of networking and/or Azure
  • Knowledge of Salesforce
  • VBA/VB Scripting (or C#, C++)
Location(s): Foxboro, MA
Contact: Director of HR
careers@iconics.com