Provident IT Partners · 8 hours ago
Customer Support Engineer
Houston, TX
Contract
Hybrid
Mid Level
3+ years expProvident IT Partners is an IT Staffing firm dedicated to serving clients with their essential technology resource needs, and they are seeking a Customer Support Engineer to join their team. The role involves debugging product-level issues, triaging incidents, and acting as a technical advocate for customers while maintaining documentation and optimizing support processes.
Staffing & Recruiting
Hiring Manager
Jennifer Torres
Responsibilities
Debug product-level code issues: reproduce bugs, analyze logs, step through failure modes, and deliver diagnostic evidence that engineers can act on
Triage incidents and own P1/P2 response for assigned accounts — coordinate incident response, communicate status to customers and internal stakeholders, and drive remediation and post-incident follow-up
Rapidly classify issues as product bugs, configuration problems, or customer customizations. For all issues, prepare complete routing packets (repro steps, environment, config snapshots, logs, and suggested next steps) and assign to the correct team (Engineering, Professional Services, Product, or Implementation)
Act as the customer’s technical advocate — surface patterns, recurring failures, and product gaps to Product and Engineering with evidence and priority
Maintain and improve runbooks, troubleshooting guides, and customer-facing documentation so issues resolve faster over time
Deliver customer training and onboarding: live sessions, step-by-step guides, and example configurations
Produce structured incident and trend reports that surface systemic problems and suggest pragmatic fixes
Use and extend our support tooling and integrations (Freshdesk is our primary service platform; we also use Salesforce for GTM teams, plus Slack/Teams, Azure DevOps, PowerBI, SharePoint)
Help optimize support processes: ticket routing, severity definitions, SLAs, and automation to reduce manual toil
Qualification
Required
High ownership bias: you close the loop, follow through, and improve the runbook so the next incident is easier
3+ years of hands-on technical support, SRE, or customer-facing engineering experience supporting complex enterprise/hosted software
Strong debugging chops: you can read logs, reproduce defects, and gather the diagnostic evidence product engineers need
Experience with .NET, Visual Studio, server side and client-side (web) development and support
Understanding of integration, file formats and protocols (HTTPS, JSON, FTP, XML)
Comfortable with SQL and basic scripting/automation for triage work — language/tooling flexible; we value problem solving over a particular shell or language
Familiarity with cloud environments and observability/monitoring
Outstanding written and verbal communication — you write crisp handoffs and explain complex technical issues clearly to both technical and non-technical audiences
Emotionally intelligent and customer-facing: you stay calm under pressure, practice active listening, de-escalate frustrated customers, and build trust through clear, empathetic communication
Bachelor's degree in Computer Science, IT, Engineering, or equivalent practical experience, demonstrated results and problem-solving matter more than formal credentials
Preferred
Domain knowledge in power markets, energy trading, or settlements
Experience supporting highly configurable platforms with frequent customer customizations
Familiarity with disaster recovery planning/exercises for production systems
Any relevant technical certification is a plus (cloud, Linux, networking) but not required
Experience using Freshdesk (or similar support platforms) and integrating it with collaboration and engineering tools
Company
Provident IT Partners
Established in 2024, Provident IT Partners is a premier Houston-based staffing firm dedicated to serving clients with their essential technology resource needs.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase