Technical Support Engineer

Factbird•Austin, TX

1d•$85,000 - $100,000

About The Position

At Factbird, we help manufacturers see what’s really happening on their lines—so they can make better, faster decisions. Our plug-and-play hardware and cloud platform turn live production data into clear insights, and we’re scaling fast across sites, teams, and countries. We’re looking for a customer-centric, curious Technical Support Engineer (Tier 2) who loves untangling tricky problems and explaining things simply. The result? Happier customers, stronger product feedback loops, and a support engine that keeps pace with our growth. If you get energy from turning “huh?” into “aha!”—and from helping a great product reach more customers —you’ll love it here. About the role As our Tier 2 Technical Support Engineer, you’ll be the technical backbone of customer support. You’ll investigate escalations beyond Tier 1, reproduce issues in staging or sandbox environments, analyze logs and network traces, and write crisp, developer-ready tickets. You’ll report to the Global Operations Manager and collaborate closely with Product, Firmware, Cloud Development, Support, and Operations leadership. Your success will be visible in faster resolutions, fewer false escalations, stronger knowledge base content, and rising CSAT/NPS.

Requirements

Bachelor’s degree in IT, computer science, or a related field—or equivalent hands-on experience in technical support or systems environments.
At least 5 years of experience in customer-facing support roles, working directly with external stakeholders and customers in a professional, solution-oriented way.
Strong communication and documentation skills, with the ability to clearly explain complex technical issues to both technical and non-technical audiences.
Strong technical and analytical skills, with experience troubleshooting hardware and cloud-based software systems, and a solid understanding of networking, data flow, and system integrations.
Familiarity with AWS Cloud services and an interest in learning how to use cloud logs and monitoring tools to investigate issues.
Working understanding of GraphQL APIs, including reviewing queries and responses to identify potential problems.
Experience with general troubleshooting tools (such as API clients or log viewers), or a willingness to develop these skills on the job.
Familiarity with staging or sandbox environments, including the ability to safely reproduce issues and compare behaviour across environments.
A strong ownership mindset with a diagnose-before-escalate approach, committed to delivering great customer experiences while collaborating effectively with engineering teams.
Self-directed, collaborative, and motivated by solving complex technical challenges.

Responsibilities

Own Tier 2 escalations and resolve issues across hardware, firmware, networking, and cloud.
Reproduce & isolate problems in staging/sandbox; confirm true root cause and impact.
Analyze evidence (logs, API calls, and network traces) to pinpoint failures and patterns.
Write crisp tickets for verified bugs/requests (clear repro steps, logs, environment data).
Act as the firewall to engineering—only escalate well-validated issues with strong context.
Keep records tidy and raise the bar on documentation (KB articles, SOPs, runbooks).
Coach Tier 1 to boost first-contact resolution and reduce unnecessary escalations.
Communicate proactively with customers from the report to fix; set expectations clearly.
Spot recurring themes and flag product/process improvements with Product, Cloud, and Firmware.
Support release readiness (verify fixes, light QA, smoke tests) and post-incident reviews.
Contribute to metrics (CSAT, NPS, false-escalation rate, resolution time) and share insights regularly.