Technical Support Engineer Apprenticeship
Description For Technical Support Engineer Apprenticeship
Porter is seeking a Technical Support Engineer Apprentice to provide technical support for inbound calls, emails, and chats from clients, partners, or consumers about technical issues and incidents. This role requires a deep understanding of the product and underlying technology to analyze, diagnose, identify root causes, work with product teams to resolve issues, and effectively communicate with stakeholders. The position involves monitoring product availability, performance, and functionality, as well as managing issues, developing root cause analyses, and implementing monitoring and alerting capabilities. The ideal candidate will have experience in L2 and L3 support for AWS and SaaS solutions, managing help desks, automating monitoring and alerting, and working with software and cloud engineering teams. This apprenticeship offers a full-time position with a focus on learning, including formal training, mentorship, and a guaranteed pay raise within the first year. The role is based in Rogers, AR, with an on-site work arrangement. Salary range: $54,000 - $60,000 per year.
Responsibilities For Technical Support Engineer Apprenticeship
- Manage incoming issues, problems, and security tickets in a timely manner
- Assemble cross-functional team members to address critical and/or high-priority tickets
- Develop Root Cause Analysis for issues and propose solutions
- Establish real-time monitoring and alerting capability
- Develop and Implement escalation and communication procedures
- Problem-solving, detailed analysis, issue identification, and resolution
- Develop runbooks or build tools for other Technical Support Engineers
- Identify customer pain points and raise concerns with engineering
- Develop a dashboard to identify incident and problem management trends
- Communicate product health statistics regularly
Requirements For Technical Support Engineer Apprenticeship
- 5 years experience in L2 and L3 support for AWS and SaaS solutions
- 2-3 years experience managing an L2, L3 Help Desk
- 2-3 years of experience automating the monitoring and alerting of platform availability and performance
- 2-3 years of experience working with Software and Cloud engineering teams to identify and resolve issues
- Proven experience in incidents, problem, and change management practices
- Strong understanding of support processes – SLA, handling tickets, monitoring, processes, and metrics
- Ability to manage and support a 24x7 operation
- Strong degree of empathy for the customer experience
- Excellent verbal and written communication skills
- Ability to work in the United States without a current or future need for sponsorship
Benefits For Technical Support Engineer Apprenticeship
- Formal training
- Mentorship
- Guaranteed pay raise within the first year
