{"schemaVersion":"jobsearcher.job.v1","id":"6bff906d34a851a874bd3dbf","url":"https://jobsearcher.com/jobs/6bff906d34a851a874bd3dbf","canonicalUrl":"https://jobsearcher.com/jobs/6bff906d34a851a874bd3dbf","title":"(Remote) Technical Support Engineer","description":"Globys, a division of Harris; is seeking a Technical Support Engineer who has genuine technical depth and investigates, diagnoses, and resolves complex customer issues at Tier 1 and Tier 2 - not someone who triages and routes.\r\nThis role is the primary technical point of contact for our international carrier customers (AT&T, Telstra, TELUS, OneNZ, and others) and demands someone who is as comfortable writing a SQL query to reproduce a data anomaly as they are walking a client through a configuration fix.\r\nYou will own tickets end-to-end. Escalation to Tier 3 engineering is reserved for confirmed code defects or infrastructure issues - not a first resort. Success is measured by your self-resolution rate, response quality, and documentation thoroughness.\r\nThis remote role is open to US candidates in the Central Time Zone.\r\nSalary: 65K - 75K\r\nTHE MINDSET WE'RE HIRING FOR Technical skill is teachable. Curiosity is not. We are looking for someone who is hungry, resourceful, and self-directed — the kind of engineer who, when they hit a wall, doesn't stop and wait for someone to hand them the answer. They go find it.\r\nIf the internal knowledge base doesn't have it, you search documentation. If documentation doesn't cover it, you experiment in a test environment. If you're stuck, you use every tool available — including AI — to reason through the problem. You ask better questions. You dig deeper. You keep going until you understand.\r\nWe are not hiring someone who expects answers to be pre-packaged and waiting.\r\nWe are hiring someone who treats every novel problem as an opportunity to build knowledge — and then documents that knowledge so the next person has it easier.\r\nAsk yourself: when you last hit a problem with no clear answer, what did you do? If your honest answer is \"I waited for someone to tell me\" or \"I checked the KB and gave up\" — this role isn't for you. If your answer is \"I pulled every thread I could find until I figured it out\" — keep reading.\r\nAI & MODERN TOOLING — A CORE EXPECTATION Globys is an AI-enabled organization. We use AI tools actively — including Claude, ChatGPT, and others — across engineering, support, and operations. This isn't aspirational. It's operational. We expect our Technical Support Engineers to be fluent and intentional AI users, not passive ones.\r\nWhat That Means In Practice Use AI as a reasoning partner — not an answer machine. Bring your analysis, your context, and your hypothesis. Let AI help you pressure-test it, explore edge cases, and find the angle you hadn't considered.\r\nWhen documentation is incomplete or silent on an issue, use AI-assisted search and synthesis to surface related patterns across technical domains — then validate your findings.\r\nDraft RCA documents, internal summaries, and customer-facing updates faster without sacrificing precision. AI helps you write clearly; you ensure accuracy.\r\nUse AI to generate, review, or debug SQL queries, scripts, and API calls — but own and verify every line before it runs in a customer environment.\r\nBuild your own knowledge — don't outsource your thinking. AI is a tool in your hands, not a substitute for understanding. If you can't explain the answer in your own words, you do not have it yet.\r\nThe standard we hold: An answer found through AI-assisted research that you can fully explain, validate, and stand behind is excellent work. An answer copy-pasted from an AI that you haven't verified is a liability. Know the difference.\r\nWhat Your Impact Will Be Serve as primary technical contact for Globys' international carrier customers - triaging, reproducing, and resolving issues at Tier 1/2 without requiring engineering escalation unless a confirmed software defect or infrastructure failure is identified\r\nDiagnose and resolve issues across web application layers: front-end behavior, API responses, data ingestion anomalies, configuration errors, and portal access problems\r\nWrite and execute SQL queries against relational databases to investigate data discrepancies, validate expected behavior, and support Root Cause Analysis\r\nReproduce customer-reported issues in non-production environments; develop and communicate workarounds while permanent fixes are in progress\r\nWhen no existing documentation covers an issue, dig - search technical forums, vendor documentation, related codebases, and use AI-assisted research to surface parallel patterns - then build the documentation that was missing\r\nDeliver clear, technically substantive Root Cause Analysis documentation for every major incident, suitable for carrier-level customers\r\nCreate and maintain knowledge base articles, runbooks, and troubleshooting decision trees - treating documentation as a first-class deliverable, not an afterthought\r\nRespond to customer inquiries within SLA thresholds; provide daily written status updates on all active incidents\r\nProduce daily shift handoff reports and participate in cross-functional syncs with Engineering, QA, and Operations\r\nIdentify systemic product issues through trend analysis and proactively surface them to Engineering with supporting data\r\nCover on-call responsibilities for critical incidents outside standard shift hours as defined in the rotation\r\nContinuously improve your own technical depth - use slow periods to explore product internals, study related technologies, and close your own knowledge gaps\r\nWhat This Role Is Not This is not a help desk or Tier 1 call center role - you are the technical decision-maker, not a first-touch router\r\nThis is not a role for someone who reads the knowledge base, finds no entry, and opens a ticket for someone else to handle - if it's not there, you find it another way\r\nThis is not a role for passive AI use - copy-pasting AI outputs without understanding or verification is a performance issue, not a shortcut\r\nThis role requires genuine curiosity and comfort with ambiguity - customer issues won't arrive with reproduction steps attached\r\nIf your experience is primarily scripted troubleshooting or ticket forwarding, this is not the right fit\r\nWhat We Are Looking For 2-4+ years in a technical support, application support, or SaaS support role where you were resolving issues - not just routing them\r\nIntermediate SQL proficiency: JOINs, subqueries, aggregations, and the ability to use SQL to investigate real-world data problems independently\r\nWorking knowledge of web application architecture: how requests flow from browser to API to database and back; familiarity with HTTP, REST APIs, JSON\r\nHands-on experience troubleshooting web-based applications - inspecting network requests, reading server logs, interpreting error codes\r\nDemonstrated self-sufficiency: a track record of solving problems that weren't already documented, without waiting to be handed the answer\r\nActive, practical use of AI tools (ChatGPT, Claude, Copilot, or equivalent) in a professional or technical context - you know how to prompt well, validate outputs, and use AI to accelerate your thinking without replacing it\r\nExcellent written communication: clear incident summaries for carrier executives and precise technical handoffs for engineers, in the same day\r\nAbility to manage multiple active incidents simultaneously without losing quality or urgency on any of them\r\nBachelor's degree in Computer Science, Information Systems, or a technical discipline - or equivalent demonstrated technical experience\r\nWhat Would Make You Stand Out Experience supporting B2B SaaS platforms, telecom billing systems, or enterprise portal solutions\r\nScripting ability in at least one language (Python, PowerShell, or Bash) – bonus if you've used AI tools to help write, debug, or optimize scripts\r\nExposure to ITSM tools (Jira, Zoho, ServiceNow) for ticket management and reporting\r\nFamiliarity with API testing tools (Postman, curl) to isolate issues at the integration layer\r\nExperience with log analysis and monitoring tools (Splunk, PagerDuty, Elastic, or similar)\r\nITIL Foundation, CompTIA Network+, or AWS Cloud Practitioner certification\r\nTelecom industry background – understanding of how carriers provision business customers and manage mobility/data plans\r\nWhat We Can Offer 3 weeks' vacation and 5 personal days\r\nComprehensive Medical, Dental, and Vision benefits starting from your first day of employment\r\nEmployee stock ownership and RRSP/401k matching programs\r\nLifestyle rewards\r\nRemote work and more!\r\nAbout Globys At Globys we engineer and deliver world-class, industry leading B2B portal solutions for the world's largest telecom carriers, including AT&T, Lumen, One.NZ, TELUS, and Telstra. Via their carrier, business customers rely on Globys' solutions to enable and optimize the bill presentment, analysis and payment processes for their telecom devices and expenses. Our Integrated B2B Portal Solution employs a unique approach by bringing together a carrier's existing data systems and is designed and tailored specifically to the needs of the business user. We know the complexities of carriers and their end-user business customers and are industry-leading experts at tackling them head-on to transform the digital experience for both.\r\nAbout Harris Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (\"CSI\", symbol CSU on the TSX), Harris has become the cornerstone for CSI's investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.\r\n\"\r\nJ-18808-Ljbffr","company":"Harris Computer","rawCompany":"harris computer","city":"Franklin","state":"TN","isRemote":true,"isActive":false,"createdAt":"2026-08-13T02:11:20.322Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"(Remote) Technical Support Engineer","description":"Globys, a division of Harris; is seeking a Technical Support Engineer who has genuine technical depth and investigates, diagnoses, and resolves complex customer issues at Tier 1 and Tier 2 - not someone who triages and routes.\r\nThis role is the primary technical point of contact for our international carrier customers (AT&T, Telstra, TELUS, OneNZ, and others) and demands someone who is as comfortable writing a SQL query to reproduce a data anomaly as they are walking a client through a configuration fix.\r\nYou will own tickets end-to-end. Escalation to Tier 3 engineering is reserved for confirmed code defects or infrastructure issues - not a first resort. Success is measured by your self-resolution rate, response quality, and documentation thoroughness.\r\nThis remote role is open to US candidates in the Central Time Zone.\r\nSalary: 65K - 75K\r\nTHE MINDSET WE'RE HIRING FOR Technical skill is teachable. Curiosity is not. We are looking for someone who is hungry, resourceful, and self-directed — the kind of engineer who, when they hit a wall, doesn't stop and wait for someone to hand them the answer. They go find it.\r\nIf the internal knowledge base doesn't have it, you search documentation. If documentation doesn't cover it, you experiment in a test environment. If you're stuck, you use every tool available — including AI — to reason through the problem. You ask better questions. You dig deeper. You keep going until you understand.\r\nWe are not hiring someone who expects answers to be pre-packaged and waiting.\r\nWe are hiring someone who treats every novel problem as an opportunity to build knowledge — and then documents that knowledge so the next person has it easier.\r\nAsk yourself: when you last hit a problem with no clear answer, what did you do? If your honest answer is \"I waited for someone to tell me\" or \"I checked the KB and gave up\" — this role isn't for you. If your answer is \"I pulled every thread I could find until I figured it out\" — keep reading.\r\nAI & MODERN TOOLING — A CORE EXPECTATION Globys is an AI-enabled organization. We use AI tools actively — including Claude, ChatGPT, and others — across engineering, support, and operations. This isn't aspirational. It's operational. We expect our Technical Support Engineers to be fluent and intentional AI users, not passive ones.\r\nWhat That Means In Practice Use AI as a reasoning partner — not an answer machine. Bring your analysis, your context, and your hypothesis. Let AI help you pressure-test it, explore edge cases, and find the angle you hadn't considered.\r\nWhen documentation is incomplete or silent on an issue, use AI-assisted search and synthesis to surface related patterns across technical domains — then validate your findings.\r\nDraft RCA documents, internal summaries, and customer-facing updates faster without sacrificing precision. AI helps you write clearly; you ensure accuracy.\r\nUse AI to generate, review, or debug SQL queries, scripts, and API calls — but own and verify every line before it runs in a customer environment.\r\nBuild your own knowledge — don't outsource your thinking. AI is a tool in your hands, not a substitute for understanding. If you can't explain the answer in your own words, you do not have it yet.\r\nThe standard we hold: An answer found through AI-assisted research that you can fully explain, validate, and stand behind is excellent work. An answer copy-pasted from an AI that you haven't verified is a liability. Know the difference.\r\nWhat Your Impact Will Be Serve as primary technical contact for Globys' international carrier customers - triaging, reproducing, and resolving issues at Tier 1/2 without requiring engineering escalation unless a confirmed software defect or infrastructure failure is identified\r\nDiagnose and resolve issues across web application layers: front-end behavior, API responses, data ingestion anomalies, configuration errors, and portal access problems\r\nWrite and execute SQL queries against relational databases to investigate data discrepancies, validate expected behavior, and support Root Cause Analysis\r\nReproduce customer-reported issues in non-production environments; develop and communicate workarounds while permanent fixes are in progress\r\nWhen no existing documentation covers an issue, dig - search technical forums, vendor documentation, related codebases, and use AI-assisted research to surface parallel patterns - then build the documentation that was missing\r\nDeliver clear, technically substantive Root Cause Analysis documentation for every major incident, suitable for carrier-level customers\r\nCreate and maintain knowledge base articles, runbooks, and troubleshooting decision trees - treating documentation as a first-class deliverable, not an afterthought\r\nRespond to customer inquiries within SLA thresholds; provide daily written status updates on all active incidents\r\nProduce daily shift handoff reports and participate in cross-functional syncs with Engineering, QA, and Operations\r\nIdentify systemic product issues through trend analysis and proactively surface them to Engineering with supporting data\r\nCover on-call responsibilities for critical incidents outside standard shift hours as defined in the rotation\r\nContinuously improve your own technical depth - use slow periods to explore product internals, study related technologies, and close your own knowledge gaps\r\nWhat This Role Is Not This is not a help desk or Tier 1 call center role - you are the technical decision-maker, not a first-touch router\r\nThis is not a role for someone who reads the knowledge base, finds no entry, and opens a ticket for someone else to handle - if it's not there, you find it another way\r\nThis is not a role for passive AI use - copy-pasting AI outputs without understanding or verification is a performance issue, not a shortcut\r\nThis role requires genuine curiosity and comfort with ambiguity - customer issues won't arrive with reproduction steps attached\r\nIf your experience is primarily scripted troubleshooting or ticket forwarding, this is not the right fit\r\nWhat We Are Looking For 2-4+ years in a technical support, application support, or SaaS support role where you were resolving issues - not just routing them\r\nIntermediate SQL proficiency: JOINs, subqueries, aggregations, and the ability to use SQL to investigate real-world data problems independently\r\nWorking knowledge of web application architecture: how requests flow from browser to API to database and back; familiarity with HTTP, REST APIs, JSON\r\nHands-on experience troubleshooting web-based applications - inspecting network requests, reading server logs, interpreting error codes\r\nDemonstrated self-sufficiency: a track record of solving problems that weren't already documented, without waiting to be handed the answer\r\nActive, practical use of AI tools (ChatGPT, Claude, Copilot, or equivalent) in a professional or technical context - you know how to prompt well, validate outputs, and use AI to accelerate your thinking without replacing it\r\nExcellent written communication: clear incident summaries for carrier executives and precise technical handoffs for engineers, in the same day\r\nAbility to manage multiple active incidents simultaneously without losing quality or urgency on any of them\r\nBachelor's degree in Computer Science, Information Systems, or a technical discipline - or equivalent demonstrated technical experience\r\nWhat Would Make You Stand Out Experience supporting B2B SaaS platforms, telecom billing systems, or enterprise portal solutions\r\nScripting ability in at least one language (Python, PowerShell, or Bash) – bonus if you've used AI tools to help write, debug, or optimize scripts\r\nExposure to ITSM tools (Jira, Zoho, ServiceNow) for ticket management and reporting\r\nFamiliarity with API testing tools (Postman, curl) to isolate issues at the integration layer\r\nExperience with log analysis and monitoring tools (Splunk, PagerDuty, Elastic, or similar)\r\nITIL Foundation, CompTIA Network+, or AWS Cloud Practitioner certification\r\nTelecom industry background – understanding of how carriers provision business customers and manage mobility/data plans\r\nWhat We Can Offer 3 weeks' vacation and 5 personal days\r\nComprehensive Medical, Dental, and Vision benefits starting from your first day of employment\r\nEmployee stock ownership and RRSP/401k matching programs\r\nLifestyle rewards\r\nRemote work and more!\r\nAbout Globys At Globys we engineer and deliver world-class, industry leading B2B portal solutions for the world's largest telecom carriers, including AT&T, Lumen, One.NZ, TELUS, and Telstra. Via their carrier, business customers rely on Globys' solutions to enable and optimize the bill presentment, analysis and payment processes for their telecom devices and expenses. Our Integrated B2B Portal Solution employs a unique approach by bringing together a carrier's existing data systems and is designed and tailored specifically to the needs of the business user. We know the complexities of carriers and their end-user business customers and are industry-leading experts at tackling them head-on to transform the digital experience for both.\r\nAbout Harris Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (\"CSI\", symbol CSU on the TSX), Harris has become the cornerstone for CSI's investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.\r\n\"\r\nJ-18808-Ljbffr","datePosted":"2026-08-13T02:11:20.322Z","dateModified":"2026-08-13T02:11:20.322Z","hiringOrganization":{"@type":"Organization","name":"Harris Computer","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Franklin","addressRegion":"TN","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"6bff906d34a851a874bd3dbf"},"url":"https://jobsearcher.com/jobs/6bff906d34a851a874bd3dbf"}}