Support Engineer I

Job description

Description Support Engineer I Location: Austin, TX or Pensacola, FL About Us: Alliance Technical Group is a leading provider of systems and services for stack emissions monitoring at power plants and other industries nationwide. We are committed to delivering innovative solutions and exceptional customer support. We are seeking a Support Engineer I to join our team and help ensure our customers receive top-tier technical assistance and service. What You’ll Do: As a System Support Engineer , you will: - Respond to inbound phone calls, online chats, and email requests for customer support. - Troubleshoot and resolve technical issues by replicating problems, isolating root causes, identifying and testing solutions, and guiding customers through implementation. - Document and track support cases throughout their lifecycle. - Prioritize and manage your workload to meet customer support goals. - Keep customers informed of progress and resolution steps. - Contribute to the knowledge base by documenting solutions to common issues. - Report product enhancement requests or defects to the appropriate internal teams. - Communicate updates, bug fixes, and new product enhancements to customers....