Support Engineer I

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.
• Participate in webinars and user group presentations.

What You'll Need

• Bachelor's degree preferred (associate degree acceptable).
• 3-5 years of experience in customer service or technical support (software support experience is a plus).
• Ability to install, configure, maintain, and troubleshoot complex software products is a strong advantage.
• Excellent communication skills, including the ability to convey technical information clearly and handle urgent situations professionally.
• Ability to work collaboratively in a fast-paced environment.
• Proven track record as a top performer and team player-humble, hungry, and people-smart.

What We Offer

• Casual Work Environment
• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts
• 401(K) Plan with Competitive Match
• Continuing Education and Tuition Assistance
• Employer-Sponsored Disability Benefits
• Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO), Paid Holidays, & Bonus Floating Holiday (if hired before July 1st)
• Profit Sharing or Individual Bonus Programs
• Referral Program
• Per Diem & Paid Travel
• Employee Discount Hub

Additional Information

• Relocation assistance is not available for this position.

In compliance with applicable Pay Transparency laws, Alliance Technical Group provides a range of compensation for job postings within locations that have these requirements. Pay is based upon candidate experience and qualifications, as well as market and business considerations. The pay range for this role is $55,000-65,000.

Alliance Technical Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.