Technical Support Engineer

*Job Description: Technical Support Engineer* *Location:* Phoenix, Arizona, USA *Work Model:* Onsite / Hybrid – 12 days per month in the office *Experience:* 2–3 Years *Employment Type:* Full-Time *Work Authorization:* U.S. Citizen or Green Card Holder *Shift:* Rotational Shifts – 24/7 Global Support Coverage *Job Overview* We are looking for a customer-focused *Technical Support Engineer* to join our production support team supporting Google-related operations. The ideal candidate will have *2–3 years of experience in technical support, customer support, or production support*, along with strong communication, troubleshooting, ticket management, and customer-handling skills. The team provides support across global time zones, including *EMEA and North America*, operating within a 24/7 support environment. Candidates must be comfortable working in *rotational shifts*, including schedules that may cover different time zones. *Location is a key requirement:* Candidates must be based in Phoenix, Arizona, or be willing to relocate to Phoenix. The role follows a return-to-office policy, requiring approximately *12 days per month onsite*. *Key Responsibilities*

• Provide technical and production support for customer-reported issues within a ticket-based support environment.
• Receive, review, categorize, and prioritize incoming support tickets based on severity, urgency, and business impact.
• Troubleshoot technical issues, identify root causes where possible, and coordinate with relevant teams to deliver timely resolutions.
• Communicate effectively with customers and internal stakeholders regarding ticket status, troubleshooting steps, progress, and resolution timelines.
• Manage support tickets throughout their lifecycle, ensuring accurate documentation, timely follow-ups, and adherence to service-level agreements (SLAs).
• Support production environments and help minimize service disruptions by escalating critical issues to the appropriate technical teams.
• Work collaboratively with global support teams across EMEA and North America to maintain continuous 24/7 support coverage.
• Use Google Workspace and collaboration tools, including *Google Docs, Google Drive, Google Chat, and Google Meet*, for documentation, communication, and coordination.
• Perform basic scripting and technical troubleshooting using existing scripts, including Java-related scripts where applicable.
• Follow established security policies, operational procedures, and compliance requirements associated with a government-related project.

*Required Skills and Qualifications*

• *2–3 years of experience* in technical support, customer support, IT support, or production support.
• Hands-on experience working with ticketing systems to manage, prioritize, track, and resolve customer-reported issues.
• Strong customer service, communication, and stakeholder management skills.
• Ability to troubleshoot technical issues and coordinate with relevant teams for resolution.
• Familiarity with Google Workspace tools, including Google Docs, Google Drive, Google Chat, and Google Meet.
• Basic understanding of scripting and the ability to work with existing scripts; extensive coding experience is not required.
• Strong documentation, problem-solving, time management, and multitasking abilities.
• Willingness to work in *rotational shifts within a 24/7 support environment*, including schedules aligned with EMEA and North American operations.
• Willingness to work onsite in Phoenix, Arizona, approximately 12 days per month, in accordance with the return-to-office policy.
• Must be a *U.S. citizen or U.S. lawful permanent resident (Green Card holder)* due to government-project security and eligibility requirements, subject to the project's applicable screening criteria.

*Preferred Qualifications*

• Experience supporting enterprise applications or production environments.
• Familiarity with incident management, ticket prioritization, escalation procedures, and SLA-based support.
• Exposure to Java or other scripting environments.
• Experience working with geographically distributed teams across multiple time zones.
• Understanding of security-sensitive support environments and compliance-driven operational processes.

*Important Candidate Requirements*

• *Location:* Must be located in Phoenix, AZ, or willing to relocate.
• *Work Authorization:* U.S. Citizen or Green Card Holder only.
• *Office Attendance:* Approximately 12 days per month onsite.
• *Shift Flexibility:* Must be comfortable with rotational shifts and 24/7 global support coverage.
• *Experience:* 2–3 years in customer support, technical support, or production support.
• *Core Strength:* Strong customer communication, ticket management, troubleshooting, and issue resolution skills.

*Ideal Candidate Profile* The ideal candidate is a technically capable, customer-oriented professional who can manage incoming support requests, prioritize incidents, communicate clearly with customers, and coordinate with technical teams to resolve issues. This position emphasizes *customer handling, production support, ticket management, and communication rather than extensive software development or coding*. Candidates must be flexible with shift schedules and comfortable working within a security-conscious environment supporting a government-related project. *Keywords:* Technical Support Engineer, Production Support, Customer Support, Ticket Management, Incident Management, Troubleshooting, Google Workspace, Google Drive, Google Docs, Google Chat, Google Meet, Java Scripting, Rotational Shifts, 24/7 Support, Phoenix Arizona, U.S. Citizen, Green Card Holder.