We are currently seeking an experienced Technical Support Engineer III to join our Information Systems Team. The Technical Support Engineer III serves as a senior technical expert and escalation point responsible for resolving complex customer issues, driving technical excellence across the support organization, and influencing product and engineering improvements. They combine deep technical knowledge with exceptional communication skills to deliver a world-class customer experience while mentoring junior engineers and shaping support best practices.
To ensure success, you should be proficient in debugging and resolving technical issues, managing multiple tasks, have strong research and communication skills, and have the ability to work on your own and as part of a team. This position will report to the Software Support Manager
This is a hybrid work opportunity. At Energy Solutions, this means working onsite at one of our offices for a minimum of 1 day/week. ES has offices in Oakland, CA, Orange, CA, Portland, OR, Chicago, IL, and Boston, MA.
Responsibilities include but are not limited to:
- Manages a high volume of complex cases while balancing urgent escalations and proactive backlog reduction.
- Coordinates cross-team resources to accelerate resolution for critical or systemic issues.
- Managing and maintaining infrastructure, networks, servers, and software applications.
- Collecting, storing, managing, and analyzinglarge volumes of data generated from various sources within the company, ensuring data quality, security, and accessibility.
- Automating routine and manual business processes using software solutions, workflow tools, and Robotic Process Automation(RPA) to improve efficiency, reduce errors and streamline operations across departments.
- Serve as a trusted technical advisor translating complex technical findings into clear, actionable information.
- Guide and mentor Junior Technical Support Engineer through coaching, workflow support and review of troubleshooting approaches, documentation and customer communication.
- Authors detailed troubleshooting guides, runbooks and post-mortems for high-impact incidents. Acts as a quality gate for knowledge base accuracy, ensuring documentation is complete, technically sound and usable by all support tiers.
Minimum Qualifications:
- Minimum 8 years of experience in a software product support role.
- Experience supporting Cloud and API applications.
- Intermediate/Advanced experience with Python scripting.
- Proven ability to execute database data queries and updates.
- Excellent communication and customer service skills.
- Proven experience of training and mentoring junior staff
Preferred Qualifications:
- Bachelors degree in computer science, Information Technology or related field.
- Experience with Mendix Platform.
- Experience in Programming.
The salary range for this role is $95,000 – $125,000, with a target compensation of $118,000 - $120,000 based on experience and qualifications.
