Remote Technical Support Engineer in New York

About the Role

Are you eager to tackle complex technical issues while supporting users with clarity and expertise? As a Remote Technical Support Engineer, you'll take the lead in ensuring digital stability and providing dependable technical help. This opportunity combines high-level troubleshooting with daily collaboration, enabling your efforts to have a direct impact on user satisfaction and product efficiency. You’ll work across teams to identify solutions, implement support strategies, and help the organization maintain top-tier reliability.

With an annual salary of $89,685, this role invites professionals who love solving problems, thrive in dynamic digital environments, and are ready to advance their technical and leadership skills.

Key Responsibilities

Technical Diagnostics and Resolution

• Tackle diverse technical challenges involving software, hardware, and network layers.
• Conduct in-depth analysis to uncover system faults and reduce recurring incidents.
• Provide remote resolution using tools like screen sharing, logs, and command-line queries.

Support and Communication

• Deliver clear, compassionate assistance to users throughout the resolution.
• Contribute to updating internal help guides and documentation.
• Manage communications via email, chat, or video to ensure quick, professional responses.

Interdepartmental Coordination

• Facilitate communication between technical support and product engineers.
• Join sprint and feature planning to prepare for upcoming deployments.
• Relay client feedback to product designers and developers for enhancement.

System Monitoring and Metrics

• Observe and interpret server logs and system alerts.
• Gather metrics to reveal performance patterns and service gaps.
• Provide feedback loops that encourage continuous improvement.

Innovation and Skill Advancement

• Learn new technologies and introduce streamlined solutions.
• Offer suggestions to automate repetitive tasks and workflows.
• Participate in workshops and earn certifications to sharpen your edge.

Work Environment

This role is fully remote, allowing you to work from anywhere in New York with dependable connectivity. The workplace culture emphasizes mutual trust, independence, and proactive communication. You’ll join a distributed support team that values initiative and collaboration.

Regular syncs, mentoring circles, and virtual workshops ensure strong team integration and cohesion. We support work-life balance through schedule flexibility and mental wellness programs that make remote work sustainable and rewarding.

Tools and Technologies Used

Your daily tools will include a mix of powerful platforms and cloud-based infrastructure, such as:

• Remote support utilities: TeamViewer, AnyDesk, Citrix Workspace
• Ticketing and incident tracking: Jira Service Management, ServiceNow
• Performance monitoring: New Relic, Datadog, Nagios
• Collaboration platforms: Microsoft Teams, Zoom, Slack
• Technical documentation: Notion, Confluence
• Operating systems & services: Linux, macOS, Windows, Azure, AWS

We welcome candidates with experience using these tools or those who have a proven ability to quickly master new systems.

Qualifications and Requirements

Core Experience

• Prior success in a remote tech support or IT troubleshooting position
• Sound understanding of operating systems, basic scripting, and systems administration
• Familiarity with cloud-based application support and virtual environments
• Confident in using Bash, PowerShell, or other command-line tools

Valuable Skills

• Strong interpersonal and written communication skills
• Comfortable managing concurrent tickets in time-sensitive scenarios
• Experienced with help desk platforms and knowledge management
• Understanding of secure data handling and privacy compliance

Educational Background

• Bachelor’s degree in Information Technology, Computer Science, or equivalent field experience
• Industry-recognized credentials like CompTIA A+, Microsoft Azure Fundamentals, or Network+ are beneficial.

Growth Opportunities

This position serves as a springboard for more advanced roles in technical operations and strategy. From developing backend systems to managing cloud deployments, you’ll gain access to projects that sharpen your expertise and open doors to roles such as:

• Infrastructure Support Engineer
• DevOps Associate
• Technical Solutions Specialist
• Cloud Operations Analyst

Our learning culture includes certification sponsorship, performance feedback, and leadership tracks tailored to your strengths.

Why This Role Matters

As the primary line of defense against technical issues, your presence ensures a smooth experience for both customers and colleagues. By resolving disruptions and enhancing reliability, you safeguard productivity across teams and systems.

You’re not just troubleshooting. You're building digital trust and reinforcing the foundation upon which business and innovation thrive. Your role is essential to delivering quality technology with confidence.

What We Offer

• Annual Salary: $89,685 with consistent bi-weekly pay
• Flexible work model with location independence
• Skill development support through ongoing education and mentorship
• Health perks designed for remote teams, including wellness stipends
• Home office stipend to upgrade your workspace
• Appreciation programs to recognize your impact

This isn’t just another tech support job. It’s a career path where your potential meets purpose.

Apply Today and Shape the Future

Ready to bring technical excellence and user satisfaction together? Looking for a remote role that challenges you to grow and innovate every day? Your expertise could make a meaningful difference here.

Submit your application to become a Remote Technical Support Engineer—and help shape the digital experience, one solution at a time.