Illumia
Posted 25 days agoVerified live 1d ago
Technical Support Engineer
Brief overview
Remote
UndergradOr in progress
2+ yrsMinimum
Technical SupportSoftware TroubleshootingSQLWindows ServerLinux ServerHTTP/HTTPSAPIsWeb BrowsersPayment Processing SystemsPCI ComplianceCampus Card/ID SystemsAccess Control TechnologiesTCP/IPDNSFirewalls
About the company
Illumiaillumiatech.com
Illumia provides comprehensive campus commerce solutions, enhancing convenience and operational efficiency. It is a sub-organization of Roper Technologies.
Job description
Summary
Illumia provides integrated technology solutions for education, healthcare, and business campuses. The Technical Support Engineer diagnoses and resolves complex software and hardware issues, supports customers in mission-critical environments, documents solutions, collaborates on escalated cases, and drives process improvements to enhance support delivery and customer satisfaction.
Responsibilities
- Troubleshoot software and hardware issues across Illumia's product portfolio for customers in healthcare, higher education, and corporate environments
- Collaborate with internal teams to resolve escalated cases and ensure timely resolution
- Document solutions and contribute to the knowledge base for team-wide learning and efficiency
- Drive process improvements that enhance overall support delivery and customer satisfaction
- Serve as a trusted technical advisor to customers in mission-critical environments across Illumia's diverse product portfolio
Skills
- Practical experience in Information Technology, Engineering, or related technical field
- 2-4 years of technical support or software troubleshooting experience
- Strong analytical and problem-solving skills with attention to detail
- Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
- Experience with SQL databases and basic query writing
- Familiarity with Windows and/or Linux server environments
- Understanding of web technologies (HTTP/HTTPS, APIs, web browsers)
- Customer service orientation with patience and empathy
- Ability to work independently and manage multiple cases simultaneously
- Willingness to learn new technologies and adapt to changing environments
- Bachelor's degree in Computer Science or related field of study
- Experience in healthcare, higher education, or financial services technology
- Knowledge of payment processing systems and PCI compliance
- Familiarity with campus card/ID systems or access control technologies
- Experience with enterprise software integrations and APIs
- Understanding of network fundamentals (TCP/IP, DNS, firewalls)
- Experience with ticketing systems and customer support tools
- Previous experience in mission-critical environments
Qualifications
Must Haves
- Practical experience in Information Technology, Engineering, or related technical field
- 2-4 years of technical support or software troubleshooting experience
- Strong analytical and problem-solving skills with attention to detail
- Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
- Experience with SQL databases and basic query writing
- Familiarity with Windows and/or Linux server environments
- Understanding of web technologies (HTTP/HTTPS, APIs, web browsers)
- Customer service orientation with patience and empathy
- Ability to work independently and manage multiple cases simultaneously
- Willingness to learn new technologies and adapt to changing environments
Nice to Haves
- Bachelor's degree in Computer Science or related field of study
- Experience in healthcare, higher education, or financial services technology
- Knowledge of payment processing systems and PCI compliance
- Familiarity with campus card/ID systems or access control technologies
- Experience with enterprise software integrations and APIs
- Understanding of network fundamentals (TCP/IP, DNS, firewalls)
- Experience with ticketing systems and customer support tools
- Previous experience in mission-critical environments
Benefits
- Hybrid work if local to the Alpharetta, GA or Scottsdale, AZ office.
- Flexible time off, including paid holidays and volunteer time.
- Robust health, dental, and vision insurance plans on the first day of employment.
- Comprehensive employee assistance program (EAP).
- Employer-paid life insurance, AD&D, short-term disability, and long-term disability insurance.
- Flexible spending account (FSA) or health savings account (HSA).
- Matched 401(k).
- Employee stock purchase plan.
- Some positions may include additional compensation in the form of bonus, equity, or commissions.
