{"schemaVersion":"jobsearcher.job.v1","id":"36ab00ceba44e2b877049367","url":"https://jobsearcher.com/jobs/36ab00ceba44e2b877049367","canonicalUrl":"https://jobsearcher.com/jobs/36ab00ceba44e2b877049367","title":"Technical Support Engineer","description":"*Job Description: Technical Support Engineer*\n\n*Location:* Phoenix, Arizona, USA\n*Work Model:* Onsite / Hybrid – 12 days per month in the office\n*Experience:* 2–3 Years\n*Employment Type:* Full-Time\n*Work Authorization:* U.S. Citizen or Green Card Holder\n*Shift:* Rotational Shifts – 24/7 Global Support Coverage\n\n*Job Overview*\n\nWe 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.\n\nThe 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.\n\n*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*.\n\n*Key Responsibilities*\n\n* Provide technical and production support for customer-reported issues within a ticket-based support environment.\n* Receive, review, categorize, and prioritize incoming support tickets based on severity, urgency, and business impact.\n* Troubleshoot technical issues, identify root causes where possible, and coordinate with relevant teams to deliver timely resolutions.\n* Communicate effectively with customers and internal stakeholders regarding ticket status, troubleshooting steps, progress, and resolution timelines.\n* Manage support tickets throughout their lifecycle, ensuring accurate documentation, timely follow-ups, and adherence to service-level agreements (SLAs).\n* Support production environments and help minimize service disruptions by escalating critical issues to the appropriate technical teams.\n* Work collaboratively with global support teams across EMEA and North America to maintain continuous 24/7 support coverage.\n* Use Google Workspace and collaboration tools, including *Google Docs, Google Drive, Google Chat, and Google Meet*, for documentation, communication, and coordination.\n* Perform basic scripting and technical troubleshooting using existing scripts, including Java-related scripts where applicable.\n* Follow established security policies, operational procedures, and compliance requirements associated with a government-related project.\n\n*Required Skills and Qualifications*\n\n* *2–3 years of experience* in technical support, customer support, IT support, or production support.\n* Hands-on experience working with ticketing systems to manage, prioritize, track, and resolve customer-reported issues.\n* Strong customer service, communication, and stakeholder management skills.\n* Ability to troubleshoot technical issues and coordinate with relevant teams for resolution.\n* Familiarity with Google Workspace tools, including Google Docs, Google Drive, Google Chat, and Google Meet.\n* Basic understanding of scripting and the ability to work with existing scripts; extensive coding experience is not required.\n* Strong documentation, problem-solving, time management, and multitasking abilities.\n* Willingness to work in *rotational shifts within a 24/7 support environment*, including schedules aligned with EMEA and North American operations.\n* Willingness to work onsite in Phoenix, Arizona, approximately 12 days per month, in accordance with the return-to-office policy.\n* 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.\n\n*Preferred Qualifications*\n\n* Experience supporting enterprise applications or production environments.\n* Familiarity with incident management, ticket prioritization, escalation procedures, and SLA-based support.\n* Exposure to Java or other scripting environments.\n* Experience working with geographically distributed teams across multiple time zones.\n* Understanding of security-sensitive support environments and compliance-driven operational processes.\n\n*Important Candidate Requirements*\n\n* *Location:* Must be located in Phoenix, AZ, or willing to relocate.\n* *Work Authorization:* U.S. Citizen or Green Card Holder only.\n* *Office Attendance:* Approximately 12 days per month onsite.\n* *Shift Flexibility:* Must be comfortable with rotational shifts and 24/7 global support coverage.\n* *Experience:* 2–3 years in customer support, technical support, or production support.\n* *Core Strength:* Strong customer communication, ticket management, troubleshooting, and issue resolution skills.\n\n*Ideal Candidate Profile*\n\nThe 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*.\n\nCandidates must be flexible with shift schedules and comfortable working within a security-conscious environment supporting a government-related project.\n\n*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.\n\nPay: $67,100.00 - $80,900.00 per year\n\nWork Location: Hybrid remote in Phoenix, AZ 85074","company":"Infoway Solutions","rawCompany":"infoway solutions","city":"Phoenix","state":"AZ","isRemote":false,"isActive":false,"createdAt":"2026-10-21T12:34:13.454Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer","description":"*Job Description: Technical Support Engineer*\n\n*Location:* Phoenix, Arizona, USA\n*Work Model:* Onsite / Hybrid – 12 days per month in the office\n*Experience:* 2–3 Years\n*Employment Type:* Full-Time\n*Work Authorization:* U.S. Citizen or Green Card Holder\n*Shift:* Rotational Shifts – 24/7 Global Support Coverage\n\n*Job Overview*\n\nWe 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.\n\nThe 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.\n\n*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*.\n\n*Key Responsibilities*\n\n* Provide technical and production support for customer-reported issues within a ticket-based support environment.\n* Receive, review, categorize, and prioritize incoming support tickets based on severity, urgency, and business impact.\n* Troubleshoot technical issues, identify root causes where possible, and coordinate with relevant teams to deliver timely resolutions.\n* Communicate effectively with customers and internal stakeholders regarding ticket status, troubleshooting steps, progress, and resolution timelines.\n* Manage support tickets throughout their lifecycle, ensuring accurate documentation, timely follow-ups, and adherence to service-level agreements (SLAs).\n* Support production environments and help minimize service disruptions by escalating critical issues to the appropriate technical teams.\n* Work collaboratively with global support teams across EMEA and North America to maintain continuous 24/7 support coverage.\n* Use Google Workspace and collaboration tools, including *Google Docs, Google Drive, Google Chat, and Google Meet*, for documentation, communication, and coordination.\n* Perform basic scripting and technical troubleshooting using existing scripts, including Java-related scripts where applicable.\n* Follow established security policies, operational procedures, and compliance requirements associated with a government-related project.\n\n*Required Skills and Qualifications*\n\n* *2–3 years of experience* in technical support, customer support, IT support, or production support.\n* Hands-on experience working with ticketing systems to manage, prioritize, track, and resolve customer-reported issues.\n* Strong customer service, communication, and stakeholder management skills.\n* Ability to troubleshoot technical issues and coordinate with relevant teams for resolution.\n* Familiarity with Google Workspace tools, including Google Docs, Google Drive, Google Chat, and Google Meet.\n* Basic understanding of scripting and the ability to work with existing scripts; extensive coding experience is not required.\n* Strong documentation, problem-solving, time management, and multitasking abilities.\n* Willingness to work in *rotational shifts within a 24/7 support environment*, including schedules aligned with EMEA and North American operations.\n* Willingness to work onsite in Phoenix, Arizona, approximately 12 days per month, in accordance with the return-to-office policy.\n* 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.\n\n*Preferred Qualifications*\n\n* Experience supporting enterprise applications or production environments.\n* Familiarity with incident management, ticket prioritization, escalation procedures, and SLA-based support.\n* Exposure to Java or other scripting environments.\n* Experience working with geographically distributed teams across multiple time zones.\n* Understanding of security-sensitive support environments and compliance-driven operational processes.\n\n*Important Candidate Requirements*\n\n* *Location:* Must be located in Phoenix, AZ, or willing to relocate.\n* *Work Authorization:* U.S. Citizen or Green Card Holder only.\n* *Office Attendance:* Approximately 12 days per month onsite.\n* *Shift Flexibility:* Must be comfortable with rotational shifts and 24/7 global support coverage.\n* *Experience:* 2–3 years in customer support, technical support, or production support.\n* *Core Strength:* Strong customer communication, ticket management, troubleshooting, and issue resolution skills.\n\n*Ideal Candidate Profile*\n\nThe 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*.\n\nCandidates must be flexible with shift schedules and comfortable working within a security-conscious environment supporting a government-related project.\n\n*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.\n\nPay: $67,100.00 - $80,900.00 per year\n\nWork Location: Hybrid remote in Phoenix, AZ 85074","datePosted":"2026-10-21T12:34:13.454Z","dateModified":"2026-10-21T12:34:13.454Z","hiringOrganization":{"@type":"Organization","name":"Infoway Solutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Phoenix","addressRegion":"AZ","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"36ab00ceba44e2b877049367"},"url":"https://jobsearcher.com/jobs/36ab00ceba44e2b877049367"}}