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Job Description
About Us
LENS Corporation is a growing deep-tech startup building AI-driven and cloud-native solutions. We deliver high-performance products for enterprises and government clients, and our technical support team plays a crucial role in ensuring reliability, customer success, and smooth deployments.
Role Overview
We are seeking a Technical Support Engineer with strong troubleshooting and problem-solving skills. You will act as the first point of contact for technical issues, diagnose and resolve problems across software, hardware, and networks, and collaborate with internal teams to ensure high-quality support for our customers.
This role may also require working in US time zones (night shifts). Candidates should be open to flexible working hours. Additional pay, food, and travel support are provided for employees working on night shifts.
Key Responsibilities
- Serve as the primary contact for support inquiries via phone, email, and ticketing systems.
- Diagnose and resolve software, hardware, and network-related issues through remote troubleshooting.
- Escalate complex cases to engineering teams while ensuring timely follow-up.
- Monitor system performance and proactively identify potential technical issues.
- Document issues, resolutions, and maintain detailed knowledge base articles.
- Assist with technical documentation and user training materials.
- Participate in on-call rotations for after-hours support when required.
- Conduct user training on best practices and standard troubleshooting procedures.
Requirements
- Bachelor's degree in Computer Science, IT, or related field.
- 2+ years of hands-on technical support/engineering experience in a professional environment.
- Proficiency in Windows, Linux, and Mac OS systems.
- Familiarity with ticketing systems and ITSM tools (e.g., Jira, ServiceNow).
- Experience with remote troubleshooting techniques and tools.
- Strong communication skills with the ability to explain technical concepts clearly.
- Customer-first mindset with patience and empathy.
Preferred
- Relevant certifications (CompTIA A+, Network+, AWS, etc.).
- Exposure to cloud environments (AWS, Azure, or GCP).
- Knowledge of scripting (Python, PowerShell, or Bash).
- Familiarity with networking concepts, security practices, and SaaS environments.
What We Offer
- Competitive salary package.
- Health insurance & wellness benefits.
- Paid time off and holidays.
- Professional development and certification support.
- Shift allowances, food, and travel support for US/night shifts.
- Growth opportunities toward System Administration or Team Lead roles.
More Info
Key Skills
About Company
