Support Engineer Remote Jobs in Illinois (US)
This page tracks remote support engineer openings that are location-eligible for Illinois.
This page tracks remote support engineer openings that are location-eligible for Illinois.
Open jobs
1,440
Hiring companies this week
9
Salary sample
$22 - $130,000
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1440 Jobs
1024 Companies
• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences • Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat • Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance • Become an expert in a specific product area • Contribute to team projects • Give and receive thoughtful feedback on team processes and leadership • Manage other responsibilities as assigned
Diverse Computing delivers software and solutions to the criminal justice industry.
***Are you the one we’re looking for?*** Diverse Computing, Inc. is looking for a highly motivated Product Support Analyst to join our close-knit product team. We are looking for someone with a strong drive towards customer service, the ability to work collaboratively across multiple teams, and an interest in learning the ins and outs of working in product development. In this role, you'll have the opportunity to work directly with our customers and our team to support DCI projects and products. This role requires the ability to understand our complex products and our users’ needs, as well as leading by example through attention to detail, critical thinking, and creative problem solving. We believe our product team should be one step ahead, proactively knowing the right questions to ask and acting in the best interest of our clients as well as our product teams’ success.**** ***Get to know us a little.*** At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. Imagine working for a company where you can take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren't just catch phrases... they are part of our everyday reality, and yes, we're proud of it!
• Manage ticket intake and triage by reviewing, prioritizing, and properly categorizing incidents and service requests within the IT Service Management (ITSM) system to ensure timely and accurate handling. • Resolve assigned Service Desk tickets by performing advanced troubleshooting, documenting resolution steps, and ensuring issues are addressed within defined service level expectations. • Escalate unresolved issues appropriately by engaging specialized teams, ensuring proper tracking and follow-through to resolution. • Collaborate with cross-functional teams by working closely with infrastructure, applications, security, and vendor partners to diagnose and resolve multi-system and high-impact issues. • Troubleshoot hardware and software issues by diagnosing endpoint, application, and system-related problems and implementing effective solutions to restore normal operations. • Manage system and application access by provisioning, modifying, and deprovisioning user access within internal systems and partner EHR platforms in accordance with security and compliance requirements. • Develop and maintain documentation by creating clear and detailed system configurations, knowledge base articles, and Standard Operating Procedures (SOPs) to support operational consistency and knowledge sharing. • Communicate effectively with stakeholders by providing timely updates, setting expectations, and ensuring end-users and internal teams are informed throughout the issue resolution process. • Contribute to continuous improvement efforts by identifying recurring issues, participating in root cause analysis, and recommending process or technology enhancements to improve support efficiency.
We support Swiss SMEs in their international business and help innovative foreign companies to establish in Switzerland.
• Provide ongoing technical support and case management daily through phone, email and other forms of communication • Investigate technical problems, reproduce issues as required, and interface with Product Line groups to drive customer issues to closure • Provide recommendations for repairs, upgrades and part replacements • Maintain accurate records in quality management, customer relationship management and ERP tools (Salesforce.com, ServiceMax, SAP etc.) • Identify training opportunities and assume ownership for self-development and training of others • Responsible for monitoring and reporting on cases escalated through the GA Non-conformance (ACT) process • Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes • Maintain a status record and update critical case report of open issues for support level tier 1 and 2 cases • Assume ownership, follow-through and resolution responsibilities for tier 3 and 4 type cases residing with local team or with product line • Participate in product line meetings to present, update and drive resolution for open • Schedule, lead and prepare customer case summary and metric reports for review with customers on a regular basis
• Serve as the escalation point for the most challenging customer cases. • Investigate and resolve advanced technical issues. • Lead in-depth root cause analysis of product issues. • Collaborate with Customer Success and Account teams for resolution timelines. • Provide guidance to Tier II and III support teams. • Identify recurring trends or product gaps from escalations.
Your cloud partner in developing thriving residential communities.
• Deliver exceptional customer support and technical issue resolution via phone, email, and chat • Manage customer inquiries and escalations through successful resolution, including internal, external, and executive escalations • Meet established performance objectives related to call quality, customer satisfaction, and case handling • Utilize critical thinking and problem-solving skills to analyze issues and provide effective solutions • Communicate proactively with customers by setting expectations and providing timely follow-up • Partner cross-functionally with colleagues to resolve client issues efficiently and effectively • Facilitate screen-sharing and remote troubleshooting sessions to assist customers with product-related concerns • Support additional projects and responsibilities as needed based on business priorities
Turnitin is a global software development company in the education sector working to ensure the integrity of education and research, and to meaningfully improve learning outcomes.
Role Description Tier 3 sits in between Support and Engineering and as such this team contains our most technically gifted support agents. The level of understanding they have of our product range goes well beyond the front end functionality. As the main escalation point for Tiers 1 & 2, Tier 3 conducts deep investigations by using advanced tools, such as Splunk, LTI Launcher & Postman to name but a few. Their ability to read and write from our databases allows them to resolve many native issues that only engineering could have resolved historically. Since the creation of this team over 90% of cases that needed engineering support are now resolved within support! This ensures a far quicker time to resolution for tickets and a greatly improved support experience for our end users. Tier 3 have built strong working relationships with the engineering and product teams and attend daily stand ups with these teams, to share information on bugs, fixes and scheduled releases. - Triaging & vetting escalations from Tier 1 & 2. - Maintain consistent case quality, achieving agreed target for monthly reviews. - Translate technical information into customer friendly explanations. - Running reads, updates, inserts & deletes on the database. - Creation and follow up of JIRAs for issues to a high standard. - Attend Stand-Ups with engineering teams. - Maintain LMS test environments for the Technical Support team. - Attend drop-in sessions with Tier 1 & 2 Technical Support Team. - Point of contact for shadowing with new Tier 3 team members. - Provide bug updates to the wider team. - Tag PMs in JIRA to check if confirmed bugs should be added to our Known Issues Page. - Ensure efficient transfer of information between Tier 1, Tier 2 and engineering. - Directly support our ISV customers with their white label integrations. - Work with Tier 3 teams in our main LMS partners. - Flag stalled ESRs with Engineering and Support management. - Create Knowledge articles on emerging issues. - Attend customer calls as the technical expert when required. - Contribute towards Tier 3 meetings by adding topics for discussion and sharing knowledge. - Join engineering calls during service disruptions when requested by the Support Incident Commander. - Assist with onboarding of new members of Tier 3. Qualifications - Using SQL to read/insert/update/delete from the database. - Use command line to access and run scripts. - Knowledge and understanding of the structure of the Turnitin Databases. - Ability to understand dashboards within New Relic. - Understand the internal process of how bugs are reported and resolved. - Understand and interpret Splunk logs. - Using the LTI Launcher to replicate and troubleshoot issues. - Ability to resend LTI Web Service calls. - Use of advanced Tier 3 tools set such as Postman and Docker. - Ability to translate technical jargon into understandable terms. - Build relationships with external partners' technical support teams and/or Product Owners. - Ability to juggle multiple priorities and multitask. - Excel at developing and maintaining good working relationships between Tier 3 and Engineering. - Champion customer centricity at all times. - Ability to push engineering team to provide expected resolution times on bugs. - Being confident in working with engineers on complex technical issues. Requirements - The expected annual base salary range for this position is: $57,300/year to $95,500/year. - This position is bonus eligible. - Actual compensation will be provided in writing at the time of offer, if extended. - Determined by work location and a range of other relevant factors. Benefits - Remote First Culture - Health Care Coverage - Education Reimbursement - Competitive Paid Time Off - Self-Care Days - National Holidays - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time Off - Charitable Contribution Match - Monthly Wellness or Home Office Reimbursement - Access to Employee Assistance Program (mental health platform) - Parental Leave - Retirement Plan with match/contribution
Role Description We are looking for an AWS Infrastructure Engineer with strong expertise in Amazon Connect and Infrastructure as Code (IaC). The ideal candidate will be responsible for designing, deploying, and managing scalable Amazon Connect environments while building automated infrastructure deployment pipelines using Terraform and CI/CD tools. - Design and implement AWS infrastructure for Amazon Connect environments - Deploy and manage Amazon Connect environments across Dev, Staging, and Production - Utilize AWS services such as Lambda, S3, EventBridge, Data Bridges, and related services to support deployments - Develop and maintain Infrastructure as Code (IaC) modules using Terraform Enterprise - Ensure Terraform code is maintainable, reusable, and aligned with best practices - Build and manage CI/CD pipelines for automated infrastructure deployment and updates - Integrate Terraform Enterprise with CI/CD pipelines for seamless deployments - Monitor infrastructure performance and troubleshoot deployment-related issues - Collaborate with cross-functional teams to ensure secure, scalable, and reliable cloud solutions Qualifications - 4+ years of experience in AWS services, especially Amazon Connect, Lambda, S3, EventBridge, and Data Bridges - Hands-on experience with Infrastructure as Code (IaC) using Terraform Enterprise - Experience building and managing CI/CD pipelines using Jenkins, GitHub Actions, or similar tools - Good understanding of cloud infrastructure design and deployment best practices - Experience managing multi-environment deployments (Dev, Staging, Production) - Strong troubleshooting and problem-solving skills - Knowledge of automation, monitoring, and cloud security practices - Experience working in Agile and collaborative environments - Good communication and documentation skills Benefits - Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. - Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. - Work From Anywhere Culture: make the most of the flexibility that comes with remote work. - Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. - Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. - Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. - Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
Role Description We are looking for an AWS Infrastructure Engineer with strong expertise in Amazon Connect and Infrastructure as Code (IaC). The ideal candidate will be responsible for designing, deploying, and managing scalable Amazon Connect environments while building automated infrastructure deployment pipelines using Terraform and CI/CD tools. - Design and implement AWS infrastructure for Amazon Connect environments - Deploy and manage Amazon Connect environments across Dev, Staging, and Production - Utilize AWS services such as Lambda, S3, EventBridge, Data Bridges, and related services to support deployments - Develop and maintain Infrastructure as Code (IaC) modules using Terraform Enterprise - Ensure Terraform code is maintainable, reusable, and aligned with best practices - Build and manage CI/CD pipelines for automated infrastructure deployment and updates - Integrate Terraform Enterprise with CI/CD pipelines for seamless deployments - Monitor infrastructure performance and troubleshoot deployment-related issues - Collaborate with cross-functional teams to ensure secure, scalable, and reliable cloud solutions Qualifications - 4+ years of experience in AWS services, especially Amazon Connect, Lambda, S3, EventBridge, and Data Bridges - Hands-on experience with Infrastructure as Code (IaC) using Terraform Enterprise - Experience building and managing CI/CD pipelines using Jenkins, GitHub Actions, or similar tools - Good understanding of cloud infrastructure design and deployment best practices - Experience managing multi-environment deployments (Dev, Staging, Production) - Strong troubleshooting and problem-solving skills - Knowledge of automation, monitoring, and cloud security practices - Experience working in Agile and collaborative environments - Good communication and documentation skills Benefits - Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. - Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. - Work From Anywhere Culture: make the most of the flexibility that comes with remote work. - Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. - Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. - Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. - Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
The Vaultless way to protect credentials, certificates and keys while eliminating the complexity of managing vaults.
• Investigate and resolve support cases involving the Akeyless SaaS platform, including secret access, authentication issues, certificate workflows, and remote access. • Reproduce customer issues by building and managing test environments using Linux, Docker, Kubernetes and related tools. • Analyze logs and platform behavior to isolate root causes and deliver actionable solutions. • Support customers with secure configuration and best practices. • Work closely with engineering and product teams to escalate bugs or complex issues, validate fixes, and advocate for customer needs. • Contribute to internal tooling, team processes, and customer-facing knowledge base articles. • Be available to support critical issues outside of core hours, as needed. • Develop runbooks to streamline troubleshooting and improve the customer experience.
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Cloud, AWS, Terraform, Docker, Infrastructure as Code, CI/CD