Technical Support Engineer

acre security

11d • Remote

About The Position

We’re looking for a Technical Support Engineer to join our global Support team, supporting customers across the Western US region. This role is critical to ensuring a high‑quality customer experience by providing technical expertise across Acre’s software platforms and partner integrations. You’ll build deep product knowledge while supporting customers through timely, accurate, and professional technical assistance.

Requirements

• Strong customer service and communication skills
• Excellent analytical and troubleshooting abilities
• Fluency in English (written and verbal)
• Strong organizational skills and attention to detail
• Ability to learn quickly and perform effectively in a fast‑paced environment
• Strong time‑management skills with the ability to multitask
• Familiarity with Microsoft operating systems and networking fundamentals

Nice To Haves

• Experience in a technical support or customer service role, ideally in a SaaS or call‑center environment
• Exposure to software testing, system integrations, or quality assurance activities
• Degree in Information Technology, Systems, Engineering, or equivalent practical experience
• CompTIA certifications (A+, Network+, Security+)

Responsibilities

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
• Provide technical support to customers via phone, ticketing systems, and other support channels
• Troubleshoot software, networking, and system‑level issues with a strong focus on customer experience
• Continuously test Acre software and integrations to support quality assurance and product reliability
• Respond to incoming customer calls and technical inquiries requiring assistance
• Participate in an after‑hours on‑call rotation to support customers 24/7/365
• Maintain accurate documentation and records within support and ticketing systems
• Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes
• Create and maintain weekly or monthly reports as directed by leadership.

Benefits

• Be part of a disruptor – Help move security forward with a company that challenges the status quo
• Learn from industry leaders – Work alongside experts and innovators in security technology
• Drive meaningful impact – Your work will directly support customers and protect critical infrastructure
• Advance your career – Access professional development, training, and growth opportunities
• Enjoy competitive rewards – We offer a competitive compensation package and locally compliant benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree